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itSMF Singapore Newsletter-November 2013
Posted: 1 Nov 2013

itSMF Singapore Newsletter - November 2013

From the Editor's Desk


itSMF would like to take this opportunity to wish all Happy Deepavali!  


Diwali (English pronunciation: /dɪwɑːli/) also called Divali, Deepavali or the "festival of lights", is a five-day Hindu festival which starts on Dhanteras, celebrated on the thirteenth lunar day of Krishna paksha (dark fortnight) of the Hindu calendar month Ashwin and ends on Bhaubeej, celebrated on the second lunar day of Shukla paksha of the Hindu calendar month Kartik. Dhanteras usually falls eighteen days after Dussehra. In the Gregorian calendar, Diwali falls between mid-October and mid-November.

The name "Diwali" or "Divali" is a contraction of deepavali which translates into "row of lamps". Diwali involves the lighting of small clay lamps filled with oil to signify the triumph of good over evil.These lamps are kept on during the night and one's house is cleaned, both done in order to make the goddess Lakshmi feel welcome. Firecrackers are burst because it is believed that it drives away evil spirits.  During Diwali, all the celebrants wear new clothes and share sweets and snacks with family members and friends.

Courtesy from: http://en.wikipedia.org/wiki/Diwali

Thank you for your continued support to the Chapter, which has helped us to bring many professional, social and networking events to chapter members in Singapore.

Our event in October on "Configuration Management Systems & Data Management: Top Tips for a Successful Implementation" held on October 29th 2013 was well received.  A synopsis of the talk follows.  Members who missed the event can access the presentation materials on our website.

We welcome any suggestions / feedback that will help us improve on our program of activities and in meeting your interest.

We look forward to seeing you at our next event, details will be sent shortly via email.


Executive Committee
itSMF Singapore Chapter


Chris Pope, Snr Director, Product Management.

Chris has more than 15 years of professional experience in Enterprise Class Technologies for Global 2000 companies, Process Design and Implementation, project management, training, global operations Recognized IT Operations, process and methodology expert. He has a proven track record and experience of managing large scale process and technical implementation projects, implementing solutions with global reach and structure, managing enterprise CMDB with over two million CI's, Chris's experience speaks to his ability as both a strategist and organizational leader.



To make the right decisions, you need the right data. To make it more effective, you need this information from the right source and that source is the CMDB.  One of the "quality problems" to have, as your business grows is the challenge of managing all your resources.  As the number of your IT assets expand, it is important to get more visibility on what applications and services are running on each asset, how they interact, and the business impact if these resources are down, responding poorly or slowly, or jeopardized by security threats. 

 In this interactive session, Chris gave a walk-through of the various challenges - from inception, to design, process and data management - as well as some top tips on how to make your CMDB work to deliver value to your Incident, Problem and Change Management processes.

Outreach and Marketing

Lunch and Learn at Yokogawa Electric International Pte Ltd on Thursday

3 October 2013

Root Cause Unknown: The ins and outs of problem management by
Mat-Thys Fourie (Ph.D.) President & Managing Partner of Thinking Dimensions Global

In line with itSMF Singapore Chapter's efforts to bring additional value to the Service Management community, we had recently introduced Lunch and Learn initiative which is typically a 90-minute session held at a corporate's premises exclusively to that organization. Another initiative called ITSM Clinic will be rolled out shortly which will be in the form a panel discussion on a given IT Service Management topic where members and industry practitioners openly discuss the topic.

The first lunch and learn session (or brown bag session) was held for Yokogawa Singapore Development Centre (SGDC). Mat-Thys Fourie, President and Managing Partner of Thinking Dimensions Global shared his vast experience on problem management and root cause analysis. Around 40 members of the Yokogawa SGDC including the Centre Head, Shinji Oda attended the session. The session was well received by the team who were fully satisfied with what they learnt during the session. A key take away for the members is the importance of conducting a technical cause analysis before simply proceeding with the root cause analysis.

Similar Lunch and Learn sessions are being planned in the months ahead. If you would like to organize one such session for your firm or if you would like to present in these sessions, please write to us at customercare@itsmf.org.sg.


International Chapter Updates

We will be updating you with details on the Chapter Leadership Conference, mentioned in our last newsletter, upon receipt from itSMFi.

If you have not downloaded a copy of the itSMF 2013 Global Survey, it can be found at:


Intellectual Capital

If you missed our last newsletter, the following White Papers have been added to the Intellectual Capital Repository. 

1)Implement Metrics for ITSM
2)Integrate Project & ITSM
3)Service Catalog Management - Best Practices & Practical Snippets
4)Service Integrator -Multi Supplier and many more
5) The Guide to ITSM -KPMG Maturity Model

Members, Click here to access the New White Papers

If you wish to share ITSM related articles and white papers with the community, please send them to us at customercare@itsmf.org.sg.  Thank you in advance for your contributions!


Web Services Updates

Our web services are being revamped to enhance communications with you.  More updates coming your way soon.

Other societies

From ISACA Singapore Chapter

1.    Cobit 5.0 Foundation Certification Workshop -Nov 2013 & other ISACA  
events.  Click here for more details:



COBIT is an IT governance control framework (developed by ISACA) that helps organisations meet business challenges in the areas of regulatory compliance, risk management and aligning IT strategy with organisational goals.

COBIT can be especially beneficial to those in the IT service management industry as it helps:

  • Improve and maintain high quality information to support business decisions
  • Use IT effectively to achieve business goals
  • Use technology to promote operational excellent
  • Ensure IT risk is managed effectively
  • Ensure ROI on the expenditure of IT services and technology
  • Achieve compliance with laws, regulations and contractual agreements


This framework is identified and explained in the COBIT 5 Publication Suite which contains the official COBIT 5 manual which details the framework, COBIT 5 Enabling Processes which gives guidance on the COBIT 5 process model and the COBIT 5 Implementation to help you implement the framework.

Need assistance implementing COBIT?

With implementing any new framework, there are policies to introduce, documents to update, and procedures to implement. Completing and maintaining the documentation is one of the main reasons for projects to fail, which is why the IT Governance Control Framework Implementation Toolkit is the desired solution to implementing COBIT.

The bookstore offers members 10% off everything in the bookstore, including Cabinet Office, itSMF and ITGP titles.

View all these resources and more at the 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:

Can ITSM help organizing events better -Case study
-Suresh GP, EC, itSMF Singapore Chapter

As a practitioner of IT Service Management, I am often questioned on the relevance of ITILŪ beyond IT, and here is a classic example of my experience. Recently, I had the experience of attending the Edinburg Science festival ....-Read More






























































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