From the Editor's Desk

The year of the Dragon is upon us. According to Chinese astrology, the Dragon is the mightiest of the signs. Dragons symbolize such character traits as dominance, ambition, drive, passion and willingness to take risks. The year of the Dragon is always considered to be a very successful year for business.  The Chinese say that the Dragon leaves wealth and prosperity in his path.  Dragons are also lucky with new beginnings. At itSMF, several new initiatives are in the pipeline to continue to provide value and contribute to making the year of the Dragon a successful one for you. 

In this spirit, we will kick-start the year of the Dragon with a bang - the Annual Conference which promises information packed sessions beyond what can be found in the books. This will be followed shortly by the Annual General Meeting and more interesting events; Keep a look out for our calendar. We continue to source for and hope to increase the frequency and quality of sharing of ITSM related knowledge. Look out for these "gold nuggets" coming your way via the Newsletter and other platforms. May the energy of the Dragon ensure our success!



Fast track your knowledge on ITSM......Beyond the books

The itSMF Singapore conference will bring you beyond the ITIL books to examine the evolution of IT Service Management in Asia based on real life implementation experiences of numerous companies and leading industry professionals. You will hear from international speakers with keynotes, presentations and panel discussions around:

  • Benefits realization of ITSM projects
  • Implementations experiences: considerations and gotchas
  • Global trends (Mobile Computing, Cloud Computing, Green IT, etc).

There will be a strong emphasis on case studies and interactive sessions, to enable conference participants to get first-hand knowledge of real world IT Service Management beyond the ITIL manual.  Fast track your knowledge by signing up now at:


Call for papers & Sponsors

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


Invitation to offer your services...

The itSMF Annual General Meeting is around the corner.   We invite members to attend, network and volunteer your services by being part of the itSMF Council.  Volunteer and make a difference in the ITSM space!  All members are encouraged to attend this complimentary event. The details of the event are as follows:

Date    : 29 March 2012 (Thursday)

Time    : 1830hrs - 2100 hrs

                              Venue  : White Canvas Gallery

  78 Guan Chuan Street

  #01-41 Tiong Bahru

  Singapore 160078


Non-members are welcome to participate in the talks from 7-8 PM at a charge of $28 while the AGM is exclusively for members. Please register at:



itSMF International Executive Board Update

The first communication from the new Executive Board of itSMF International can be found at:  As reported in an earlier newsletter, Harold Petersen from itSMF Singapore Chapter sits on the itSMF Internal Executive Board as Director of Marketing and Brand Management.



The Business Continuity Group of Singapore Computer Society will be organizing the 4th Business Continuity Management Conference on 21 - 22 March at the Resorts World Convention Centre, Singapore. This two-day conference, entitled "What Does It Take To Be A Resilient Organization?", will provide insights on how to strengthen resilience in light of the increasing risks and uncertainties like natural and man-made calamities, disease outbreaks and cyber-crimes.

Find out more about the Conference at


Get Connected ...

The itSMF Singapore website was enabled for social media in 2011 in an attempt to more speedily linkup and engage with members.  Our initial analysis of the statistics indicate some 200+ members have "made connections".  Be part of the action-get connected by just clicking on the icons created on the top right corner of the itSMF Singapore website main page (



Gold Nuggets...

In our efforts to provide value add to members in the area of knowledge and information sharing, we append the following articles, first of many more to come, which we hope you find interesting reading.


Are you Managing your Service Portfolio (compliments of Lucid IT)

The CIO is expected to be the prestidigitator, managing priorities like a juggler attempting the next world record.  But just how many "new projects" can IT effectively handle, before the entire elegant display comes crashing down?


Read the White Paper to find out more. Resource available at



Jamie M Donoghue, Senior Consultant, Lucid IT


Implementing Service Level Management (compliments of Pink Elephant)

Implementing formal Service Level Agreements (SLAs) is a primary objective of many IT organizations; however this activity can often lead organizations into a difficult position with their business customers. What we must remember is that the SLA is an output of the Service Level Management (SLM) process and if we focus too strongly on developing SLAs without their supporting process then we may miss some key process activities that are critical dependencies to ensure the efficiency and effectiveness of delivering services.   


The White Paper discusses the key activities of Service Level Management, including quick wins that can add immediate value without implementing an entire process. Resource available at


Gary Case, Pink Elephant



Bookstore: V2011 Lifecycle Suite

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


Great Bargains - Cash and Carry at Annual Event & Annual General Meeting


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

Above items are also available by contacting the itSMF Secretariat, Crystal Tan at +65 6377 6630 or email for immediate delivery.