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itSMF Singapore Newsletter - June 2013
Posted: 30 Jun 2013

itSMF Singapore Newsletter - July 2013

From the Editor's Desk

How are you? Hope you had a good weekend. Thanks to the relentless efforts by the government on haze problems. We are now experiencing a much cleaner air than last week.
Hope all are safe at home.
As you know we are into 1st quarter of the year and we have many exiting programs lined up for you. Please continue reading.
See you on 25th July 2013.

Have a nice week ahead.

Regards
Executive Committee
itSMF Singapore Chapter

Events:

Event: Root Cause Unknown - the ins & outs of Problem Management Event: Outsourcing /  In-sourcing :  how to keep your processes intact
Venue: SMU - Seminar room 3.8 at School of Economics and Social Science. Venue: TBC
Date/Time: 25th Jul 2013 6:30 PM to 9:00 PM Date/Time: TBC
Cost: Pay first - get refunded later Cost: Pay first - get refunded later
Speaker: TBC Speaker: TBC
Synopsis: TBC Synopsis: TBC

Some memories about our last annual conference.
The Annual Conference of itSMF Singapore Chapter was held on 4th April @ Novotel, Clark Quay.

The theme for the Conference titled "Value of ITSM" was picked to demonstrate true business value using case studies/references and Pragmatic examples of implementing IT Service Management across different industries
Mark Smalley, IT Paradigmologist   was the Key speaker talking about "Ban the SLA, and other disruptive ideas"
There were 2 identified tracks for the conference.  Track 1 had speakers talk about. Business case to implement Service Management Processes?  Track 2 covered topics on Sustaining IT Service Management. Sessions on Cobit 5, CMMI for Services and ISO 20000 also added more attention to participants.
The Conference had speakers from worldwide and also participation from itSMF Australia and itSMF Thailand. This year saw close to about 120 Attendees for the 1 day conference.
Overall there was a great opportunity to network and listen to eminent speakers and obtain value from those intellectually stimulating sessions.

Click here for Conference photos

Our Executive Council Member for Publications and Intellectual Capital, Suresh GP was interviewed by Service Managers.org on IT Governance and the 13 minute video is available your viewing.

Outreach and Marketing

ITIL, SM Consultants OR Training Provider? Want to reach out to Corporate and want to know how itSMF can help you? Join us for FREE Breakfast session on 4th July.

The itSMF Singapore Chapter is holding a breakfast meeting on Thursday, July 4 2013 with educational service providers in Singapore who offer ITILŪ and other Service Management related training. The purpose of the breakfast meeting is to provide an update on itSMF Singapore Chapter's activities as well as corporate membership benefits for educational service providers like IIL ASia. Besides, this meeting will also provide an opportunity to interact with other service providers in an informal setting.

One such membership benefit - if your organization becomes a Corporate Member of itSMF Singapore Chapter by October 31, 2013, all of your students who pass and receive one of the various ITILŪ certifications will be accorded free associate membership of itSMF Singapore Chapter for one full year! More such benefits will be shared during the breakfast meeting.

The meeting is between 8 AM to 10 AM on July 4 with registration starting at around 7.30 AM. Breakfast will be served.

Kindly RSVP to customercare@itsmf.org.sg as soon as possible so that we can work out the logistics and send you the confirmation.  

We look forward to meet you at the meeting. If you require more information, please don't hesitate to write to me at venkat@itsmf.org.sg or call our Secretariat at +65 6327 5688.

International Chapter Updates

Our neighbour, Australia Chapter, is organizing a LEADit conference. Please attend. Click here for more details. Click here for full brochure.

Certification Updates

Watch out this space for new updates

Web Services Updates

Watch out this space for new updates on web services. Currently, we are working on revamping the entire site and also use free tools to send communication.

Other societies

From ISACA Singapore Chapter
1.    COBIT 5 Foundation Certification Workshop 24 Jul 2013 8:30 AM - 26 Jul 2013 5:00 PM. Click here for more details

From PMI Singapore Chapter
1.    PMI Singapore Regional Symposium 2013. Click here for more details.
2. 1 Day PMP Boot Camp. Click here for more details

Bookstore:

Whether you're adopting ITILŪ, implementing ISO 20000 or altering any of your IT service management practices, how you cope with change is a major factor as to how successful your projects will be.

In Managing Business Transformation: A Practical Guide, Melanie Franklin guides you through all the stages of change management which can bring improved efficiency, increased productivity and greater profitability. Using real-life examples, up-to-date information and clear diagrams, this practical handbook will equip you to be an agent of change, whatever your role.

Melanie has also authored the popular Business Transformation Toolkit which not only draws on guidance from her book but contains all the documentation needed to plan, prepare, implement and embed changes successfully within your organisation.

This is a key tool for ITSM professionals looking to effectively implement changes in their organisation.

BTMS Business Transformation Toolkit

Don't forget to log in and get your 10% member discount!

The BTMS Business Transformation Toolkit is available from the itSMF Singapore Bookstore now.

Buy today >>

More to explore:

ITIL (2011) Lifecycle Publication Suite

Collaborative Consulting

 

Lean IT

 

View more essential ITSM resources using your itSMF Singapore bookstore >>

Great reasons to shop at the itSMF Singapore Bookstore:

1.     10% member discount
2.     ITIL & ITSM resources in all formats
3.     Prices cheaper than Amazon
4.     Shipping from a Hong Kong warehouse
5.     Denominated in Singapore Dollars

This month?s Article:

Service Level Management -"A Fear of Commitment"

 I was having breakfast with a colleague of mine, and a client, and we started discussing Service Level Management, not normally the most exciting topic over breakfast, and I decided to ask some wake up questions.

"Bob. Does your company have any Service Level Management in place" I asked.

"No Dave, none at all" Bob responded.

I was surprised. "Really why don't you have Service Level Management in place??

Bob chirped up "Well that is easy, we don't have any commitments to our internal customers. So we don't need SLA's or OLA's and therefore no Service Level Management."

As I choked on my skinny soy decaf latte, I realized I had heard this at so many of my clients. How is it that there is such a fear of commitment?

In my head I went back in time to another client of mine, which was a university. They were in exactly the same situation as Bob, they didn't have commitments to their customers (in this case faculties and students), and so they didn't need to measure their service targets.  However the IT department were always being criticised for taking too long to fix issues, never responding fast enough and the performance, and availability of the applications was never satisfactory. The head of operations eventually had enough and decided he needed to undertake a specific course of action.

The head of Operations had perception issues, he knew his team was responding and resolving quickly, and he also knew the availability and response times were satisfactory. He needed to change people?s perceptions of the IT department, because if he didn't it:

1.        Might mean the potential risk of drastic staff, or outsourcing changes
2.        Would make it hard to get funding for IT from the faculties when they
didn't see benefits
3.        And it makes it hard to retain, or hire staff.

The Operations manager decided to start measuring service targets. There was no discussion with the customers around expectations; in fact they were not even aware that the operations manager was even measuring any of this data. Over the next 3 months he obtained enough data that he was able to report back to the IT steering committee on what they were currently achieving. The results surprised the steering committee and the customers. What they saw did not match their perception. However there were still some doubts about the data.

The next stage was that the Operations manager published the results in real time to the rest of the university. They all had access to the data, the customers could see the data in real time, and when there were issues they could see this as well. After six months the perception of IT had changed because they could now see real tangible data and results.  

At no point did the operations manager ever make commitments to specific targets around response time, resolution time, or availability. However now that he had that data he not only had his customers on side, but he knew that when he wanted, or needed to make commitments he knew exactly what he could commit to based on historical data.

There was also a good side effect from putting these metrics into place. He didn?t think about it when he was starting out on the journey, but he was now able to review data that was showing lower than expected results, and put into place steps to get the data back to the standard he had been seeing. For example; If the average resolution for all groups was normally 3 hours for priority 1, and he notices that the database team has now fallen to 5 hours average. He was able to put in place an improvement plan to get the resolution time back to the average. 

So you can understand my surprise when I hear people say they don't need Service Level Management there are so many reasons to put Service Level Management in place, even just for internal use. Some of the benefits are:

o         An understanding of what you are achieving
o         Helps you understand your baseline for discussions when you do need to commit
o         Identifies areas for improvement and becomes part of your Continual Service Improvement
o         Ability to report and advertise the good work of IT
o         Improves staff morale
o         Improves the perception of IT to its customers
o         Can identify third party issue
o         Can add some friendly competition between groups trying to achieve good results.

Service Level Management should not be hard, and certainly not ignored. It is an important measuring stick for IT. Even if you don't want commitment with your customers or users, at least measure the data and use it for your own internal measurements and for those times where the perception is poor.

David Pickering.  David has over 10 years experience in the ITIL and ITSM space, and close to 30 years in IT. David has consulted with many large customers on the challenges of getting the best out of their IT Service Management solutions and ITIL processes.

David has presented at several ITSMF conferences, and has recently moved to ServiceNow, where he is still consulting to customers on the benefits of ITIL and ITSM solutions as a Software as a Service solution. Once a skeptic of Social media tools such as Twitter and Facebook he now fully believes that these solutions can add business value. 

 

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