:: In This Issue
President's Message
 - Service Management In An Uncertain Economy
Members' Resources
 - Introducing The 2009 itSMF Singapore Chapter Council
 - Council Goals For 2009
Event Diaries
 - Annual General Meeting Expanded To Include A Night Of Service Management
Upcoming Events
 - ITIL In Difficult Times

May 09

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President's Message

Service Management In An Uncertain Economy

During the past few months I've seen the results of two surveys that paint an interesting picture of the state of IT Service Management (ITSM) during the current global recession.

The first survey is titled Service Management in an Uncertain Economy and was conducted by a major Service Management vendor. This report surveyed 110 US based participants and looked at how the current economic/business environment is impacting projects across 14 areas of IT. The survey found that 65% of organizations were either continuing or expanding their ITSM projects, making it one of the least affected areas in the current economic climate.

The second survey is the 2009 IT Skills and Salary Report produced by the publication TechRepublic and Global Knowledge, an IT and business training provider. (An extract of this report can be found at http://blogs.techrepublic.com.com/hiner/?p=590 in a video titled The Five Most Lucrative Certifications For IT Leaders.) The survey found that of the five most lucrative IT certifications in the US, three of them are for ITIL. The comment from the video is "You probably noticed a common theme: ITIL certification is hot right now. That's because ITIL is a methodology that can help tackle two big issues: IT-business alignment and compliance."

Clearly, the reason for the strong interest in ITSM is that organizations are using it to increase the quality of IT services, while decreasing inefficiencies in organizational structures, processes and tools. This is more important than ever during a global recession.

During the next year, a key goal of the itSMF Singapore Chapter is to provide members with resources to help them in their journeys implementing a Service Management framework. We'll aim to do this through the provision of intellectual capital, publications and events, with a specific focus on including as many real life case studies and opportunities for networking as possible.

We've already had our first member's evening for 2009, focused on ISO/IEC 20000. It was very successful and we look forward to running many more similar events over the next year.

Peter Edwards

Members' Resources

Introducing The 2009 itSMF Singapore Chapter Council

The itSMF Singapore Chapter held its Annual General Meeting (AGM) on 4th March 2009. (For more details, see the article in the Event Diaries section). One of the meeting's key focus areas was electing the 2009 Executive Council and Committee. Please welcome this year's members:

Peter Edwards

Peter is a Senior Managing Consultant within IBM's Service Management Center of Excellence for the Asia Pacific region. He specializes in the design and implementation of a holistic IT Service Management framework for IBM customers, including IT Service Management strategy, assessment, and process design. He is certified in ITIL to Service Manager (Masters) level. He is also a founding Council member of itSMF Singapore, and has served on the Council since its inception.

Peter has been working in the IT industry for over 25 years and has many years of experience in consulting whilst working in IBM, PWC, HP and a software vendor. During this period he has supported many clients in the development of IT strategies and architectures, and the design and implementation of ERP solutions.

Harold Petersen
Vice President

Harold has more than 20 years industry experience, specialising in areas of IT Service Management, Project Management, IT Governance, Outsourcing Management and Organisational Change. He has lived and worked in Asia Pacific, Australia, New Zealand, Europe and Africa and worked in almost every vertical sector, including Finance, Education, Government, ICT and Energy.

Harold has had significant experience in all aspects of managing an IT organization, including operational responsibility for IT Service Delivery, IT Service Support, System Operations, Project Management, Service Level Management, and Outsourcing Management (as a customer and also as a provider). In his current role as Asia Director and Principal Consultant for Lucid IT, Harold leads organizational change and process improvement projects within IT Organizations in the Asia Pacific region. He combines his ITIL, COBIT, ISO20000 and Prince2 expertise with his extensive practical experience in IT Service Delivery, Project Management and Outsourcing Management across a variety of assignments.

Harold is a master of Electrical Engineering, holds certificates in ITIL (Service Manager in 1994, Expert in 2008), ISO20000, COBIT and Prince2 (Practitioner 1997, Certified Consultant 2008) and has been a trainer and implementer since 1994. In a previous itSMF life, Harold was national committee member and treasurer of itSMF in Australia from 1999 until 2003. He is a regular speaker at events such as itSMF, ISACA, PM Asia and has written a number of whitepapers. He is married, has two daughters and lives in Singapore.

Anne Lim-Tan

Anne Lim-Tan has a more than 2 decades of experience in the IT industry. During her 20+ years tenure with IBM she was involved in positioning and implementing IBM technology solutions in industry segments such as Banking & Financial Services, Public Sector, Education, Transportation & Manufacturing.

She also held various responsibilities in areas such as Strategic Account Management, Server Sales & Marketing, Segment Development and Channels Development & Management. Anne is currently an Academic Staff at Republic Polytechnic (School of Information and Communications Technology) where she hopes to share her real world experience with her students and help them develop life skills. Anne holds a Bachelors degree from RMIT, Australia and is ITIL Service Manager (ISEB) certified.

Anne spends her spare time working out at the gym, cooking and playing golf with her family.

Rama Prasad Mamidi
Honorary Secretary

Rama Prasad Mamidi is the Regional Manager in Computer Sciences Corporation taking care of Problem Management. Prior to this, he was a Project Director in AdXplorer taking care of Software development.

He was certified as ITIL Practitioner in Service Desk, Incident and Problem Management by EXIN in 2007. He was also awarded PMP Certification by PMI in 2005.

Chen Bin
Council Member Web Services

Chen Bin has 15 years experience in IT Service Management through his managerial capacity with Hewlett-Packard, Citibank, AT&T and a management software vendor. His working experience in IT service management and project management, which are both regional and global level, covers the presales consulting, post-sale project delivery, IT service account management, program management, and the enterprise system monitoring solutions.

Chen Bin holds the Manager's Certificate in IT Service Management. He is a PMP and CITPM, a Master Certificate in Project Management from George Washington University. Chen Bin has a MBA from Western Michigan University, and a master degree in Computer Science from Nanjing University China.

Brent Artemchuk
Council Member Publications

Brent is Regional Director, Southeast Asia for Pink Elephant. He has worked in the IT industry, primarily on the marketing and communications side, for nearly a decade. Prior to joining Pink Elephant, Brent worked in a number of industries, including manufacturing, financial services and the not-for profit sector.

Brent holds a degree in Public Relations from Ryerson Polytechnic University and a diploma in Publishing from Centennial College, both achieved in Canada. He also holds his ITIL Foundations Certificate in IT Service Management.

He currently resides in Kuala Lumpur and Toronto Canada, spending much of his spare time on airplanes!

Nathalie Tousignant
Council Member Events

Nathalie decided to get involved in the itSMF council because she is passionate about service management and believes the forum is a great place to share knowledge and learn from peers.

Nathalie currently holds the role of Process Improvement Manager at Barclays Capital. Prior to that, she was the APAC Service Delivery Manager at Arkema S.A., a former company of group TOTAL.

Nathalie received her ITIL Service Manager certification in 2006. She holds a Master's degree in Linguistics from York University, Canada and has recently completed her MBA with the University of Hull, UK. Her current area of research is on Green IT.

Raghavan Vasudevan
Council Member Intellectual Capital

Co-founder and CEO of the company QT&T Consulting Asia (Pte) Ltd, Raghavan graduated in Electrical and Electronics Engineering and has secured many industrial accreditations to his credit. He has a total of 18 years of industry experience and served several years in a senior managerial capacity in several MNC's which includes P&O Neddloyd Ltd, BPL Sanyo, Canadian High Commission, to name a few.

He is an EXIN credited trainee for ITIL V3 Foundation and an expert in Information and communication Technology (ICT), Project Management , Process Management ( LEAN SIX SIGMA ) domain and has provided mentoring, coaching and training (workshop) for more than 1000 executives in the space of Service Delivery Management, Project and Process Management. He has been featured in Asia's CIO magazine and also has been ranked within the Top 100 CIO's for Asia Region in the year 2003.

Umar Chandran
Advisor National Council

Umar Chandran served as a military Air Traffic Controller and an Air Operations & Communications Officer in the Republic of Singapore Air Force (RSAF) for 27 years holding various appointments such as Deputy Officer Commanding - ATC Flight Tengah Air Base, ATC Examination & Standards Officer, Chief Instructor - Systems Command Training School (ATC & Air Defence) and Staff Officer - Air Force Curriculum - SAFTI Military Institute, including Vice-Chairman and Asst Flying Instructor - Singapore Armed Forces Flying Club.

Retiring as a Major in 1997, he joined the Systems & Computer Organisation, (now part of DSTA) to manage MINDEF/SAF's Computer Aided Instruction (CAI) Programme in which he was responsible for the overall Content Development Programme, CAI Centre setup and support for E-learning training in MINDEF and the SAF. As the Programme Manager, he was responsible for the planning, establishing of standards and processes, and the outsourcing of e-learning courseware content development through major acquisition mechanisms such as Strategic Sourcing and Term Contracts, as well as the ADF-SAF CAl Cooperation Programme with the Australian Defence Force, up till 2003.

Since then he has been a Senior Manager in the CIO Office of the Defence Science & Technology Agency (DSTA) and was responsible for IT Service Management and IT Budget Control. In 2006, he took over the management of DSTA's 1st Line IT Support Services to lead it towards its eventual outsourcing (Seat Management contract) to the industry in 2008.

Currently, he serves as the Asst CIO - Service Continuity & Excellence in the DSTA CIO Office and is also responsible for the operationalisation of the newly established DSTA Seat Management contract.


Council Goals For 2009

The itSMF Singapore Chapter Council was elected to help ensure you get the most value out of your membership. For that reason, the Council participated in several planning sessions where each member developed a series of goals he or she would accomplish during the year. The Council is proud to share these goals according to portfolio:

Secretariat and Treasury

  • Update Chapter's operations manual to include new document management system, thus underpinning consistency for future management processes and create an audit trail of historic activities
  • Update membership categories to encourage further enrolment
  • Transition operational and bookkeeping activities from voluntary council to the Secretariat
  • Fine tune and optimise bookkeeping and financial management processes


  • Accumulate articles, prepare and distribute regular newsletters to members
  • Review publication pricing and offerings to ensure they meet members' needs
  • Market membership benefits to encourage further enrolment

Web services

  • Deliver and maintain best of practice web services capabilities and resources
  • Upgrade website to new VPS server for enhanced reliability
  • Implement PayPal online payment facility
  • Establish document repository for all itSMF council operating procedures, budgets and reports
  • Renew web service support contract

Intellectual Capital

  • Improve search facilities in the online membership area
  • Establish and execute a strategy for obtaining further value-added content
  • Enhance promotion of Intellectual Capital services
  • Participate in the 2009 itSMF International Survey
  • Introduce new sharing media and channels

Event Management

  • Organise and deliver a superior annual conference
  • Plan and deliver several members' events

Event Diaries

Annual General Meeting
Expanded To Include A Night Of Service Management

On 3 March 2009, itSMF Singapore hosted its Annual General Meeting (AGM). Rather than just organizing an AGM, the Council decided to expand the meeting to include some relevant, knowledge-building content. This resulted in a memorable Night of Service Management with presenters who provided great value to the more than 40 IT Service Management experts in attendance.

Here are night's highlights:

The AGM was a quick, practical and happy event. It represented another great milestone in the development of itSMF Singapore.

Outgoing President Umar Chandran outlined the Chapter's recent achievements achievements made possible due to his own tireless contributions. His overall message? The Chapter is in a very healthy financial state which forms a sound foundation for our future itSMF Singapore plans. Chandran also presented annual reports and achievements for each Council portfolio as well as the Certified Statement of the previous year's financial accounts which were reviewed and approved.

Chandran was awarded honorary itSMF membership in appreciation for his great contribution to itSMF Singapore. Other outgoing council members, Ho Eu Jin and Linda Campbell, were also thanked for their support.

Later, new Chapter President, Peter Edwards, a founding member of itSMF Singapore, together with the newly elected council members, jumped straight in the saddle, scheduling several business planning meetings to further support the membership.

Prior to the AGM, Chapter members were treated to A Night of Service Management. The evening's first speaker, Gunal Kannan, Director of BSP Pre-Sales APAC, discussed metadata repositories and how they are shifting the paradigm in the CMDB world.

The night's second guest speaker, David Ratcliffe, President, Pink Elephant, addressed the latest ITIL V3 developments and included a practical explanation of the new ITIL V3 certifications and its target groups.

Both presentations, including all their details, can be found in our Intellectual Capital resources: http://www.itsmf.org.sg/member_resources.jsp

Upcoming Events

ITIL In Difficult Times
Be sure to mark your calendars so you don't miss our next member's event
ITIL In Difficult Times, 23 June 2009. Stay tuned for more details!

© 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.