As David Cannon’s term as President draws to a close, he thanks fellow board members, LIG/SIG leaders, committee members and staff for an outstanding year for itSMF USA, an organization rich in history and purpose. [More]

Featured Columns

Sallie Kennedy – Meet itSMF USA’s New President
By Susan Trembly, Forum e-Newsletter Editor

Sallie Kennedy assumed her role as President of itSMF USA on December 1^st.  Learn a little about Sallie’s background and her top priorities for 2009. [More]

From the Editor's Desk...
Susan Trembly, The Forum Editor

Susan Trembly bids her farewell to itSMF USA and thanks the many contributors who continue to assure the excellence of The Forum e-Newsletter. [More]

ITIL®/ITSM Articles

Lessons Learned – A Personal Account of a Continual Service Improvement Journey
By Teresa Mount, Service Management Consultant with Maryville Technologies and Leader Volunteer for itSMF USA

The author shares eight lessons learned on her CSI journey. [More]

Using Statistical Process Controls as part of the Continual Service Improvement Process
By Krista Cabrera, IT Systems Engineer Consultant and Vida Ziedonis, CISA, IT Manager

The authors highlight how Continual Service Improvement efforts realize substantial benefits when analytical techniques such as SPC are applied. [More]

Build to Manage – A Case for Service Design
By Dhiraj Gupta, Progressive Insurance

The author discusses how Service Design has the potential to tear down the proverbial wall and bring about the much needed paradigm shift from “Build and then Manage” to “Build to Manage.” [More]

Defining KPIs for a Service
By Reginald Lo (with contributions from Lou Hunnebeck)

This article uses a fictitious case study as an example of how to apply the first three steps from ITIL^® v3’s 7-step Improvement Process to identify KPIs for a service. [More]

LIG/SIG News

itSMF USA Arizona LIG Sponsors First Annual Summit
By Angela Strong, Choice Hotels International

The Arizona LIG sponsored their first annual AZ ITSM Summit. The all-day event featured two keynote speakers and sixteen educational sessions. [More]

Central Virginia LIG Holds Panel Discussion
By Scott Jaeger, LIG President and Senior Consultant, Plexent

The Central Virginia LIG held it’s bi-monthly meeting on November 6th, an event focused on the area of Release, Control and Validation. [More]

Vendor Olympics and the itSMF USA Kansas City LIG
By Charles Reinecke, President, itSMF USA Kansas City LIG

Read about the Kansas City Configuration Management Olympics event held on November 6th. [More]

National Capital LIG - "Squiggles Squares, PMI and 20000: Bringing the Annual Conference Home to Members (October 10, 2008)"
By Kirk Holmes, itSMF USA National Capital Area LIG President, itSMF USA Board of Directors

The annual post-conference meeting is hosted by the NIH Office of Research Services, an event designed to provide members with highlights from the Fusion 08 conference. [More]