:: In this issue
Editor's Corner
Feature Article
 - The itSMF Asian Survey
Members' Resources
 - Intellectual Capital For itSMF Members
 - PayPal Is Coming!
Event Diaries
 - 2008 Asia Summit
 - itSMF Malaysia's Inaugural Event
Upcoming Events
 - Call for Speakers
 - Event: COBIT and VALIT A Powerful Combination

Feb 09

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Editor's Corner

Happy new year to all itSMF Singapore members! Welcome to the first newsletter of 2009!

As we enter the new year, we at itSMF Singapore are reflecting on 2008. Especially the second half which saw the Chapter complete two important undertakings.

First, without doubt, is the annual Summit. It is the biggest and most high-profile project that we undertake every year. Second year into expanding it to a regional event, the Summit was well attended by our members, regional delegates and IT Service Management (ITSM) thought-leaders from around the world. This edition of the newsletter includes a recap of the highlights in words and photos. (And, while we're on the topic of world-class events, we're also profiling the successful conference our sister organisation, itSMF Malaysia conducted last year!)

Second, the Chapter shared results to the itSMF Asia Survey 2008 at the Summit. The survey is perhaps the first of its kind that covers respondents from key countries across Asia Pacific. It offers insights to the current levels of ITSM adoption across the region. The lessons learnt from various survey respondents will certainly be valuable for companies currently implementing ITSM and ITIL. Read an excerpt of the survey in this newsletter and obtain a copy of the survey results (for members only).

The excitement doesn't stop there! Read this edition and learn more about intellectual capital available exclusively for itSMF Singapore members, how ordering items from our bookstore will soon be easier and our upcoming events.

We hope you enjoy this edition. As usual, we welcome questions, feedback and your input. If there is anything you want to see covered in the next issue, please feel free to email to us at newsletter@itsmf.org.sg

Wishing you a prosperous 2009!

Feature Article

The itSMF Asian Survey
Organisations in Asia are mostly satisfied with their ITSM initiatives, with many increasingly tapping on ITSM to better meet business requirements, according to findings of a new survey.

The IT Service Management Forum (itSMF) Asia Survey 2008, conducted from end August to early October, found that about 62 percent of organisations indicated that their respective ITSM implementation exceeded or met expectations. Over 150 respondents from seven Asian economies -- Hong Kong, Korea, Malaysia, the Philippines, Singapore, Taiwan and Thailand -- took part in the online survey, the first of such a scope for the itSMF.

Only five percent said their ITSM efforts did not meet expectations, while around a third of the respondents (32.6 percent) indicated that it was too early to gauge the level of satisfaction.

Peter Edwards, honorary secretary of the Singapore chapter of the itSMF, told ZDNet Asia in an interview Tuesday that he was "pleasantly surprised" by the number of respondents that was satisfied with their ITSM efforts, as well the low proportion that was not satisfied with their implementation. Based on the "drama stories" he had heard in the industry, he had expected between 10 percent and 20 percent of users to be dissatisfied, said Edwards, who is also senior managing consultant at IBM Service Management Center of Excellence in the Asia-Pacific region.

According to the survey, IT Infrastructure Library (ITIL) v2 is the most commonly adopted framework in the region, followed by ISO/IEC 20000, ITIL v3. A significantly lower number have adopted the Control Objectives for Information and Related Technology (COBIT) framework. Of the organisations that have plans to put a framework in place, about 30 percent indicated ITIL v3; 22 percent opted for ISO/IEC 20000 and 20 percent, COBIT.

ITIL v2 adoption is highest in Singapore and Korea, with 73 percent and 63 percent of respondents, respectively, indicating that they have implemented ITIL v2. At 19 percent, the Philippines has the lowest proportion of ITIL v2 implementation.

The survey also found that while most ITIL processes implemented were "core ITIL v2 processes", with most specific to IT, many organisations were in the progress of implementing processes that had an impact on business functions. These include knowledge management, portfolio management, service level management and strategy generation.

"There's a big swing around in terms of how people are viewing service management -- people are starting to look at service management to manage the business and IT relationship," Edwards noted.

In addition, organisations are also planning to implement processes such as demand management and portfolio management, which again suggests a "significant shift" from what businesses were previously focused on, added Edwards. The change in attitudes, according to Edwards, reflects both business maturity toward service management as well as business needs.

Survey findings have also contradicted "popular belief that service management is only adopted by larger companies", noted Edwards. Across the region, about 40 percent of enterprises with fewer than 100 staff indicated that they had either fully or partially implemented ITIL v2.

Laura Knapp, consultant for IBM Software Group and IBM Tivoli Software, pointed out that more aggressive start-ups in the region, particularly in China and India, are faster than mature implementers in "embracing newer elements" in ITSM efforts. Smaller players, she noted, typically are more flexible in adopting new tools as they are not burdened by legacy systems.

Small and midsize business adoption of ITSM frameworks runs across industries, said Edwards, adding that a Malaysian government agency with under 200 employees including seven IT staff, is one such smaller organisation looking to implement ISO/IEC 20000.

This article was republished from a ZDNet article titled: "Asia Asian firms step up ITSM efforts" By Vivian Yeo (Tuesday, October 14, 2008)

For access to the survey report, click here (for members only)

Members' Resources

Intellectual Capital For itSMF Members
Since the launch of itSMF's revamped Intellectual Capital Database (for members only), some more new articles have been added to our collection. A list of recent updates is provided below. Some articles are related to the recent annual conference and all conference papers will be released to our membership in April of 2009, half a year after the conference.

For a full listing of intellectual capital resources for members, please visit: http://www.itsmf.org.sg/member_resources.jsp

For further information about how to use the intellectual capital resources, please visit: http://www.itsmf.org.sg/How_to_Search_for_itSMF_IC_items_V1.0.pdf

Intellectual Capital Submissions

We depend on itSMF members and associates to submit intellectual capital, so we can make it available to our membership. itSMF therefore appeals to members and associates to make intellectual capital available to itSMF. Our submission procedure has been designed to prevent copyright infringement and ensure appropriate storage of intellectual capital to optimise searches by topics.

If you have any queries, please email us or email Harold Petersen (the itSMF Singapore council member for Intellectual Capital)


PayPal Is Coming!
We want to make purchasing items from our bookstore as easy as possible for you.

That's why we are taking the first steps to provide the option to make credit card payment through PayPal. We are currently working on integrating it into our website and expect to be up and running within the next several weeks.

Watch for more details about this exciting addition in the next edition of the newsletter!

Event Diaries

2008 Asia Summit
Hosted by the itSMF Singapore Chapter and organised by Terrapinn Pte Ltd, the three day Asia Summit was held from 13 to 15 October 2008 at the Raffles City Convention Centre. The event's aim was to bring together IT Service Management experts, professionals and beginners from around the world to a common forum where they could share and learn from each other.

The event was proudly supported by gold sponsor IBM and track sponsors Glopore IMS, Quint Wellington Redwood and Lucid IT. Also supporting the event were key exhibitors HP, Itilics, Professional Development Associates, Pink Elephant and QAI.

2008 marks the Chapter's second year in organising the Summit, which was also open to non-members, and focused on the theme of Jump-Starting ITSM Implementation. The first two days featured executive conferences with multi-tracks covering Strategy; Risk, Audit and Compliance; Outsourcing; and Implementation Nuts and Bolts.

Some of the many IT Service Management luminaries speaking in these tracks included Sharon Taylor (Chief Architect ITIL Refresh), Eric Lauzon (CIO - Nortel), Ivor McFarlane (Co-author - ITIL V3 Service Transition), David Wheeldon (Co-author ITIL V3 Service Operation) and Robert Stroud (itSMF Executive Board). Other speakers came from Canada, Hong Kong, India, Thailand, the United Kingdom and Singapore.

Three full-day master classes followed on the third day. These were A Jump-Start to Successful IT Outsourcing by Quint Wellington Redwood, Building a Service Management Business Case by IBM and Planning and Managing a Successful ITIL implementation by Lucid IT Asia, Singapore.

In all, there were 171 attendees. Of this number, 70 percent were end-users and the rest senior or C-level management, representing 97 different companies and organisations from 20 countries. Representatives for 10 other itSMF Chapters, from Asia, Europe, New Zealand, USA (including from itSMF International) were also present.

While the attendance level was slightly lower than the previous year, the 2008 event had a higher participation level and exchanges, including interactive sessions such as the ABC of ICT, in addition to the multi-tracks.

If you attended the event, you listened to and conversed with real-world IT Service Management heroes and discussed experiences and issues. If you missed the event, we really regret your absence. However, you could still share in the excitement by joining the itSMF Singapore Chapter and accessing the event's presentation slides residing in the Intellectual Capital section (referenced above) of our website.

Better still, plan to join us at the itSMF Asia Summit 2009, scheduled for later this year. Until then, thank you for your sponsorship, attendance and contributions towards the betterment of IT Service Management.


itSMF Malaysia's Inaugural Event

October 20th 2008 marked another milestone in the history of itSMF in Asia. The itSMF Malaysia Chapter (Chapter 49 of itSMF International) conducted its inaugural Summit at the Grand Millenium Hotel in Kuala Lumpur, Malaysia.

The event was officiated by Mr Keith Aldis, Chief Executive, itSMF UK who flew in especially for the event. There was strong support from MDEC (Multimedia Development Corporation), Malaysia's IT arm and close to 200 users from government-linked companies, multi-national companies and small to medium-sized enterprises, and IT Service Management solution providers. Representation from other Chapters include itSMF USA, Netherlands, Singapore, Hong Kong, Thailand, Japan and Korea. Chapter Presidents from these countries shared their candid views in the panel discussions on topics such as life before ITIL and the continual improvement process of life after ITIL. Anne Tan from the itSMF Singapore Chapter presented the results of the first survey conducted by itSMF Chapters across Asia.

Based on feedback, the Summit was a resounding success with attendees benefitting from the rich array of presentations and networking amongst like-minded group of users. For more information on the itSMF Malaysia Chapter, please visit www.itsmf.my.org.

Upcoming Events

Call for Speakers

itSMF Singapore's next seminar occurs 3rd March 2009 and will be combined with the Annual General Meeting. The topic is A Night Of Service Management.

We are calling for vendor and non-vendor members who would like to participate as speakers at this seminar. If you have an interesting story or experience you would like to share with the members, we would like to hear from you. Presentations will last for 20 minutes with extra time allowed for Q & A.

If you would like to participate as a speaker, please send an email including a title and precis to general@itsmf.org.sg or contact the itSMF Secretariat at +65 6327 5688.

Please note that speakers must be members of the itSMF Singapore.

Event: COBIT and VALIT A Powerful Combination

itSMF Singapore and the ISACA Singapore Chapter are partnering together for a dinner talk and networking session on Friday, February 20, 2009. The featured speaker is IBM's Mr. Peter Edwards. Peter, also an itSMF Singapore council member, will present COBIT and VALIT A Powerful Combination.

The event occurs at the National Library Board Building, Level 5, Possibility Room, 100 Victoria Street from 6:30pm 8:30pm. Cost is $45 (ISACA/IIA Members) and $60 (non-Members).


© 2009 itSMF Singapore Chapter Inc. All rights reserved. Contents of this newsletter may not be republished in whole or in part without prior written permission from itSMF Singapore Chapter.