The New Jersey Local Interest Group
Welcome to the New Jersey itSMF LIG
Recognizing the need to have a local Service Management forum to network and share knowledge,
we have formed a new LIG for New Jersey.
The September Meeting was a Great Success!
NEW JERSEY itSMF LIG Meeting
Tuesday, November 8, 2011
Presentation: Ensuring IT Success through Service Strategy
I have been an IT Service Management practitioner for the past 7 years. I have seen the evolution of ITIL from its formative days to V2 and now V3. While the authors of past guidance have done an excellent job to help the community enhance and apply the service management skills, we all know (more than anyone else) that change is a very difficult proposition. With ITIL v3 we were introduced to new concepts and processes. One of the core ITIL V3 publications focused on Service Strategy and this publication was updated and revised in 2011. We were fortunate to have the author of the new version present this week at our NJ LIG quarterly meeting.
Mr. David Cannon needs no introduction in the ITSM world. He is ITSM Practice Principal at Hewlett-Packard and Chairman of the International Executive Board at itSMF. He co-authored the Service Operation book for ITIL v3, and is the author for Service Strategy in the ITIL v3 update. We had the opportunity to hear about the changes to the Service Strategy book, first hand from him. As proven many times over, David is an excellent speaker. He did a great job of explaining the changes to the concepts as well as the rationale behind the changes. The participants quizzed him on some of the concepts as well as received tips from the great master on how to overcome any apprehensions the customers may have while practicing the new concepts.Some of the highlights from the presentation include:
- Outcome based service strategy
- Outcomes vs. Outputs
- Internal Customers and External Customers
- Revamped Financial Planning, Demand Management, Business Relationship Management and other processes
The LIG leadership team would like to thank all the volunteers and participants for their contribution. We also thank Hewlett-Packard for letting us use their facilities. A special thanks to David Cannon for taking time from his busy schedule and speaking at our event. We plan to conduct more events, in-person as well as virtual, as we move along. We appreciate your cooperation and contribution. We can always use additional help for our events. Please contact us if you’d like to be involved with the LIG activities. We will post the date and topic for the next meeting shortly. We will also make the presentation by David Cannon available on this website.
Submitted By: Venugopal Mallarapu
Why not join the LinkedIn Group “itSMF NJ LIG” to see the latest news and to start to network with us and other members.
Please contact us at newjersey@itsmfusa.org to volunteer or with any questions you may have and we will respond within 24 hours.
