itSMF USA President David Cannon opened Fusion 08 with a compelling speech highlighting the key role itSMF USA has played in the industry, as well as important directions the organization and its members will take over the next year.  The speech has been adapted for those reading this article. [More]

Featured Columns

From the Editor’s Desk…
By Susan Trembly, The Forum Editor

This edition of The Forum e-newsletter features a variety of articles highlighting the accomplishments of our members.  There are details on the annual itSMF USA Awards and outstanding coverage and photos from Fusion 08 and our July Leadership event.  In addition to a variety of articles on Service Design, get updates from your Board of Directors on key initiatives

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Update on itSMF USA Operations
Phyllis Drucker, itSMF USA Director of Operations

Phyllis Drucker, itSMF USA’s Director of Operations, reports that October is a big month for itSMF USA infrastructure improvements, including the completion of the initial go-live of our new website and database product, and the completion of outsourcing personnel and payroll administration.  

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Focus on Three
By Colin Rudd, Managing Director of IT Enterprise Management Service Ltd., and The Forum Committee

For the October issue of The Forum, our focus on ITIL v3 leads to a discussion with Service Design co-author Colin Rudd, who answers the seven most frequently asked questions (so far), as shared by The Forum Committee.

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Knowledge Management - 2008 Volunteer and Contributor Awards
By Dennis Ravenelle, itSMF USA Board of Directors, Knowledge Management Portfolio and Awards Committee Chair

One of the  highlights of the Fusion Conference is the presentation of awards to individuals and groups who have contributed to the field of IT Service Management and itSMF USA.  Please join the author, itSMF USA’s Knowledge Management Portfolio Chair and this year’s Award Committee Chair, in congratulating the nominees and award recipients! [More]

For Our Members
By Richard Berg, itSMF USA Board of Directors, Member Services Portfolio

This article focuses on the value of membership and a discussion of how a voting membership in itSMF USA will allow you to grow within the organization itself.  [More]

Organizational Gatekeeping: itSMF USA Governance
By Sallie Kennedy, itSMF USA President-Elect, Governance Chair

In this issue’s Governance column, read about a number legal document improvements that will support the organization and allow itSMF USA to grow successfully for many years to come. [More]

Interest Group (IG) Services Update
By Lisa Schlaf, itSMF USA Board of Directors, IG Services Portfolio

There is much to report on the IG services front in this issue!  In addition to refreshing the LIG Operations Guide, The IG Services Committee has initiated a new leadership communication, the Officers Update, as well as developing a Mentoring Program. [More]

ITIL®/ITSM Articles

An Introduction to Business Service Management
By John Morton, Solution Consultant, Compuware Corporation

In today’s world, business and technology are inseparable. But can they get along?  The author explains how Business Service Management creates a common language that enables business and technology to work together successfully. [More]

….*Designing IT Service Management
By Brad Winfield, Maryville Technologies

In this article, the author outlines how to design and develop IT services with service level manageability in mind.

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What Do ITIL® And Your Late Wealthy Uncle Have In Common?
By Juan Jiménez, Senior Partner, Verácitas

You may not have the wealthy uncle, but with ITIL® v3 you can still reap rich rewards!  This article explains, in real life terms, how ITIL® v3 organizes businesses and all of their components to deliver cost savings, efficiency and excellent customer satisfaction.  

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Designing and Developing IT Services: Customer-Centric Services
By Keplyn Robinson, Senior Education Consultant ,Third Sky, Inc.

What does it mean for an organization to be “customer-centric?”  The author shares answers to five questions that will help Service providers design and develop services to meet customer’s desired outcomes. [More]

Service Mapping: First Step to Business – IT Alignment
By Satyan Kachroo, Tata Consultancy Services

IT Departments in large organizations and corporations have always struggled with getting their hands around the services they deliver to their business users.  In this article, the author suggests that Service Mapping is the first step toward a Business-aligned, Service-centric IT Management approach. [More]

Root Cause Analysis in ITIL and the “New” Deming Cycle: Plan, Do, Stop[1]
By Jan D. Vromant

“How can you solve a problem you don’t understand?” In the 2nd installment of an article answering that question, the author provides several countermeasures to boost your pPM efforts. [More]

Service Catalog - How To Define Your Services
By Molly Holladay, newScale, Inc.

It may seem like a no brainer – but IT Service Management means that you’re managing services.    The author illustrates that not only does the Service Catalog serve as a communication vehicle, it is the cornerstone for ITSM. [More]

Serving Your Customer: Designing and Developing IT Services
By Stephen Carn, Sr. Manager, IT Service Management, Yahoo!

Are you delivering on your IT Service Catalog?  The author explains how to translate the services you already provide for your customers, as well as how to “get real” by setting a baseline of services you know you can deliver.  This proactive approach will create the opportunity for your IT group to align with business partners and deliver services which are reliable, measurable, and expandable. [More]

Featured Articles

Fusion 08 – HIGHLIGHTS –
By Larry Killingsworth, Shari Brunette, and Becky Hedges – Fusion 08 Committee Members

Weren’t we just there? The authors provide some of the highlights from the event - A memory jogger for those who were there, and a glimpse of what took place if you weren’t able to attend this year. [More]

The Development of a Leadership Conference – Why Do We Need a Leadership Conference?
By Albert Aguilar, Forum Committee Member and Contributing Editor

The author interviewed key players at this year’s itSMF USA Leadership Conference and reports on the history and objectives of this gathering, as well as why it is essential for our future. [More]

Annual LIG Leadership Event: Growing Leaders “Down on the Leadership Farm”
By Silvia Siqueira, The Forum Contributing Editor (and Leadership attendee!)

This year’s Leadership event, held July 15-16 in St. Louis, was a resounding success.  The author, who attended this exciting leadership training opportunity for Interest Group leaders, provides a first-hand account of her experience. [More]

3rd itSMF USA Academic Forum
By Sue Conger, University of Dallas

The author reports on the September 6-7 Academic Summit, held in San Francisco. [More]

LIG/SIG News

San Francisco Bay Area LIG News
by Albert Aguilar – Forum Contributing Editor, San Francisco Bay Area LIG Member

The San Francisco Bay Area LIG held a joint meeting with the SF Chapter of SIM (the Society of Information Management) during Fusion 08.  The author provides an overview of the event, hosted by itSMF USA. [More]

Ohio Valley LIG and Indiana University Partner to form new itSMF USA Student LIG
By Doug Tedder, President-Elect, OVLIG

The Ohio Valley LIG, in partnership with Indiana University (IU), is pleased to announce the formation of a Student LIG (S-LIG) on the campus of Indiana University in Bloomington.  [More]