itSMF Singapore Newsletter - December 2011


From the Editor's Desk

Seasons' Greetings from itSMF Singapore!

Its time of the year for reflections!  As we celebrate the Festive Season, allow me to do a quick recap of some of our activities in 2011 and provide a peek into the exciting ones planned for 2012.  We hope you've benefitted as members and continue to encourage you to leverage the itSMF Chapter to collaborate with the like-minded and enhance your ITSM journey.  We look forward to your continued support moving forward.

itSMF Council Members wish you and your loved ones a Wonderful Holiday Season and Happy New Year!

Anne Tan, Council Member, Intellectual Capital and Publications Services


Call for papers & Sponsors - itSMF Singapore Annual Conference

We have decided to change the timing of our Annual Conference, and are planning on running the next Annual Conference around the second week in March 2012. Like previous conferences, this will be an opportunity for you to hear from leading International speakers, and network with other Service Management professionals in Singapore.


We are inviting any interested speakers or sponsors to submit papers for the conference. We are particularly interested in hearing from organizations that have experience implementing Service Management within their organization. If you are willing to speak at the Conference about your experiences we will offer you:


         3 free passes to the conference

         One year membership to itSMF Singapore

         A gift voucher at a leading electronics store in Singapore

We are also receiving submissions from vendors who are interested in either providing sponsorship for the conference or having a booth at the conference.


If you are interested in either speaking or sponsorship for the 2012 Annual Conference, please contact


Please block your calendar on 09 March 2012 if you are interested to attend. We will be providing updates on an ongoing basis.


Going Social with members


The itSMF website was enabled for social media in 2011 in an attempt to more speedily linkup and engage with members. 

To take advantage of this, we invite you to join us at earliest convenience.  Just click on icons created on the top right corner of the itSMF Singapore website main page (



Reflections 2011


With your excellent support, we successfully conducted events on a multitude of topics in 2011.   Most of the events were well attended and well received.  Participants found them as a good platform form for information gathering, sharing and networking.   If you missed the sessions, the materials from the events are uploaded in the Intellectual Capital Section of our website, available only to members (a synopsis is included for easy reference.)


ITSM Best Practices for Cloud Computing
18 January 2011
Singapore Post Centre

Cloud Computing has matured into a viable, accessible and cost-effective IT resource. Once adopted, the traditional approach to service management may need to be reviewed.


Dan McCarthy (Senior Operations Consultant, Microsoft) and Ryan Joseph (Service Manager, Your Business Online)


Ever Changing Mobile Communications - How to keep with it
17 February 2011

Update on the mobile industry and the market followed by the approach for procurement of Mobile (Wireless) services and also touches up on Mobile policy requirements. A final Wrap up the session with examples on how enterprises in Asia Pacific have achieved great Wireless deals and realised in extensive savings.

Second part of the session focused on eTOM & ITIL and discussed how a Project can be initiated to take advantage of eTOM standards and at the same be ITIL "compliant" in order to meet customer requirements.


Ben Fox, Joseph M. Schmidt and Sreeni Katta


itSMF 7th Annual General Meeting + Presentation on priSM
29 March 2011
White Canvas Gallery

itSMF Singapore Chapter successfully held its 7th Annual General Meeting on 29 March 2011 at White Canvas Gallery and it's pleasure to have Mr Mohamad Zaqy as our distinguished Guest of Honour.   Suzanne van Hove (itSMF International - global leader for priSM programme) joined us to share the interesting insights of priSM, a comprehensive program for profession recognition and development in the ITSM industry.


Suzanne van Hove and itSMF Singapore Chapter Vice Presidnt

Resource available at:

Suzanne van Hove:

President's Report:



Problem Management Best Practices for Improved IT Service Management
12 July 2011
IBM Parkview Square

During the presentation we were provided with client case where the client addressed four very specific in-house strategies to improve service to business. These strategies were:

  • Stakeholder commitment as it pertains to resolving a service issue
  • Managing Information flow to whoever needs it to restore a service
  • Quality of information when doing an incident investigation
  • Incident Investigation support for all priority types of incidents

We looked the very important role that IT Root Cause Analysis played in this client's situation  The presentation also covered how the client went about starting the process and what they did to drastically improve their service up time with their end-users and customers.


Matthys Fourie

Resource available at:


Learning Enterprise on ITSM
15 August 2011
Singapore Management University

What are the benefits of using a learning enterprise to teach ITSM methodologies? How much more will staff and student learn from using this technique of the enterprise as compared to the traditional teaching strategies? This session aims to share practical real life best practices on using the concept of a learning enterprise to impart ITSM methodologies.


Benny Chin


Achieving Operations Excellence with Knowledge Management
21 September 2011
IBM Parkview Square

The importance of defining and understanding the roles in knowledge management.  How to relate your processes, roles & responsibilities and tools to manage your technology in providing high levels of services?   What tools can you use for Knowledge Management? How to maintain the gained knowledge in your organization?


Henrik Savia


IT Paradigmology Update
19 October 2011
IBM Parkview Square

Internet has not only flattened the world but has also speeded it up, giving organizations a challenge to maintain their position in the marketplace, let alone improve it. While IT is often seen as an immovable object that slows down business change, it can also be an enabler of new business models. As an IT Paradigmologist, Mark Smalley makes a point of studying how IT perspectives are changing and will share his observations and ideas with you. The topics cover IT Tsunamis such as cloud computing and the competences that IT Service Managers need to benefit from it. Another topic is what Mark provocatively calls The IT Spring: this refers to the democratization of the users and the ensuing revolution that will topple inflexible IT dictators. Mark also shared some practical paradigms that will help you get a better grip on our changing world of IT Service Management and enable you to work more effectively with colleagues and clients.


Mark Smalley

Resource available at:


Pre-Christmas Members' Night
08 December 2011
White Canvas Gallery

Members and associates found the Pre-Christmas Members' Night a great occasion to round up the year and to catch up over wine and food.



Memorandums of Understanding were inked with ISACA and SPMI in 2011.  This is aligned with efforts to collaborate to enhance value to members in related spaces such as Governance and Project Management.

Harold Petersen  (Director and Principal Consultant of Lucid IT and Honorary Treasurer, itSMF, Singapore Chapter) presented at the ISACA Singapore Chapter TACS 2011 and PMI Singapore Regional Symposium 2011 on "Building the Business Case for Cobil and VAL IT" and "Transforming an IT Department and Implementing ITIL through a Programme of Change" respectively.

Materials from these presentations are available to members at the itSMF, SG website.


ITIL 2011

For those who missed this in our last Newsletter, visit:   for a high level perspective of:

         ITIL 2011 versus ITIL V3 - the reasons and impact

         ITIL 2011 versus ITIL V3 - General enhancements

        Highlights of changes in each of the 5 core ITIL publications (Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement)



Bookstore: V2011 Lifecycle Suite

The latest Lifecycle Suite publications are now available via our bookstore.  Check it out at:




                 Offer: S$170                                   Offer: S$ 650                                                  Offer: S$99

Above items are available ex-stock.   Please contact the itSMF Secretariat, Crystal Tan at +65 6377 6630 or email for immediate delivery.