TOP 11 Take Home’s from

FUSION 12

Seeing old friends, and making new ones

1

From Donna’s Fitbit, this is our team dancing at the party…

Organizational change is hot

• Without org change – For every $1 spent on technology, $3 to

$10 will be spent to retrofit to the culture - Gartner

– 20-30% of cost would have to be duplicated (post-transition) - Accenture

• A number of folks we spoke with are struggling with the “people” issues

2 ITSM Academy Fusion Wrap Up

Games are good!

• At the ITSM Academy booth, our new in-class games were a HIT

3

People want to learn more about…

• There were 5 sessions touching on process maturity and CSI and all were well attended – more if you count sessions that were focused on business and IT alignment

• To which, Donna Knapp replied, “This is my next book.”

4 ITSM Academy Fusion Wrap Up

Younger learners have “partial attention disorder” • From Leonard Brody’s keynote • Affects how they learn and memorize

things • ITSM Academy is addressing this with

changes to our course materials & how we teach

5 What did you say??

Newbies are still out there • Folks are still looking to understand

“the basics” e.g., the difference between process and procedure

• Ask us about our Building Blocks of ITSM Process Design Workshop!

• Having said that…

ITSM Academy Fusion Wrap Up 6

Process Procedure Procedure Procedure

Orgs are looking for more advanced, expert guidance • Lot’s of folks were suggesting that an

expert track was needed (and little birdies tell us that might happen in 2013)

• People are looking for specific answers to specific challenges

7 ITSM Academy Fusion Wrap Up

• Join our monthly (ripped from the classroom) webucations – register now

Agile ITSM • Two of the keynotes and sessions

related to agile all speak to the fact that we’ve got to speed up

• The ITSM Academy take away: – Pragmatic guidance on how to do that

will be integrated into our courses and workshops

8 ITSM Academy Fusion Wrap Up

Service Catalog is white hot but in early stages • According to Forrester 16% of organizations

are in the planning stage and 29% are in progress

• Many are implementing a Service Catalog in conjunction w/Cloud

• Required for effective SLAs and to balance supply and demand

• Ask about our Service Catalog Workshop!

9

“Put me in the Game Coach!” • Coach Carter believes you should be

“educated and inspired”…sounds very similar to another great team!

• “People that are winners, walk fast with their heads up!” With ITSM Leaders (Lisa & Jayne) you had better get your running shoes on.

10

Say it. Do it. • If you say you are adopting ITIL, mean

it. For each process the objectives, inputs, outputs are all there. They have already been word-smithed to death, don’t waste your effort there. Use what ITIL offers, and the build your own from there.

11

If you didn’t get to attend Fusion • Feel free to reach out to our team to

get (the rest of) the scoop 954. 491. 3442 info@itsmacademy.com

See you in Nashville!