Friday, September 25, 2009
PE O LSA
Since we work, talk and text in a world of acronyms what better way to announce that Pink Elephant is Officially a Licensed Software Assessor! (Not that we weren’t a software assessor before, because we were; we just weren’t licensed, but then there wasn’t an official license and now there is and here we are - the licensing requirements have been fulfilled!)
The Licensed Software Scheme was publicly announced by APM Group at itSMF Fusion on Monday September 21, along with the introduction of SMCG and Pink Elephant as Licensed Software Assessors.
However, before we, Pink Elephant, can launch the version of PinkVERIFY that assesses tools against both the PinkVERIFY and the ITIL® Software Scheme criteria, all the PinkVERIFY process assessment criteria are being updated to include any APM Group standard approved criteria that are missing.
There have been questions about expanding the PinkVERIFY portfolio of V3 processes. Yes, as has been planned for some time, we will continue expanding our portfolio of V3 processes assessment criteria. These additional PinkVERIFY criteria will be audited by APM Group to ensure that all the approved standard criteria for the OGC ITIL Swirl are included.
Our target for the official launch of PinkVERIFY with the APM Group ITIL ® Software Scheme’s OGC ITIL Swirl option is mid October. Following the tried and true Service Management lifecycle phases, and Release and Deployment process, the strategy for the next release of PinkVERIFY is agreed; the design is done; the transition is underway - the next versions of the PinkVERIFY process criteria and documentation are being built, tested, piloted, communicated and will be rolled out to the Pink Elephant website), and the operation phase is planned to start mid October. Continual service improvement has already begun.
Wednesday, September 23, 2009
Developing Awareness & Education Strategies For ITIL Deployment
An interview with Gary Case, Principal Consultant, Pink Elephant
He aha te mea nui o te ao
What is the most important thing in the world?
He tangata, he tangata, he tangata
It is the people, it is the people, it is the people
For the first of our interviews with speakers at the upcoming Pink Elephant conference, the IT Skeptic chose to talk to Gary Case. It’s not just because Gary is so widely travelled he has even been to New Zealand and met the IT Skeptic. It is not even because Gary just returned from a trip to Pakistan with Pink Prez David Ratcliffe. It is because the topic Gary has chosen for one of his sessions, Developing Awareness & Education Strategies For ITIL Deployment, is such an important one right now. There is a shift quietly going on in IT in 2009. Behind all the din about recession and Cloud and SaaS and social media, there is a slowly rising murmur about People. You may not even have noticed it yet. Since I’m writing a book about People First in IT I’m attuned to hear it. In the forums, blogs, articles and twitterings, even in new software products, people are finally (sometimes) coming first. Amongst all the tech toys, feature bake-offs, sales hype, process obsessives, framework zealots, and ROI bean-counters, finally we are seeing a proper weight put on culture change, awareness programs, stakeholder involvement, education, certification, professionalism and all the human aspects of ITSM.
You may be thinking: “Hey! What’s the big deal? I don’t need an awareness and education strategy! Consultants always try to make things too complicated. So, what’s not to get – I send people on ITIL Foundation courses; they come back knowing what to do, and then we take off…”
There are many things that can go wrong with an ITIL implementation, and during his twelve years helping others work with ITIL, Gary has seen it all. As he will explain, one of the biggest mistakes is not spending the required time developing and executing awareness, education strategies, and plans. In his discussion, Gary will start by highlighting the difference between awareness and education (yes, there is a very important difference!). He will then review: 1) why, and how to develop and execute an Awareness Campaign, and who should do it; 2) the steps involved in developing an Education Plan; 3) various key roles and recommended courses – both within the ITIL certification scheme and other courses (no, it’s not just about ITIL!); 4) how to execute and track results against the plan.
Gary, who co-authored ITIL’s Continual Service Improvement book, has helped numerous organizations through this process. Not only is Gary an ITIL Expert, but he also has over three decades of consulting experience. Attend this session to learn real-life practicalities from one of the industry’s foremost experts.
Skep: If asked a few months later, people often only remember one message from a presentation. What is the one thing you want them to recall from this one?
Gary: Implementing ITSM requires a holistic approach in that it involves people, processes and technology and they are not all equal. Much more emphasis needs to be applied to the people component.
Skep: Tell us about what you mean by “education”.
Gary: Even though the word education is used in the session title and session description there is a difference between education and training and there is a role for both in an ITSM program. Education is ensuring that people acquire the knowledge about ITSM, processes, technology, skills etc. So your basic ITIL V3 Foundation course, Lifecycle or Capability courses as well as other non-ITIL courses are more aligned with providing education. Training is actually taking that knowledge acquired and putting into practical application. In other words throughout the ITSM program there will be plenty of education opportunities to provide knowledge and new skills required, but then before a process and tool is deployed, the staff needs to have training on how to apply the knowledge of following the process activities and utilizing the ITSM tool appropriately.
Skep: Yes, there is so much more to changing people than just a formal course, isn’t there? Workshops, walkthroughs, coaching, practical exercises, on-the-job experience, team sharing… I think either “education” or “training” can be used to cover all that. What do you think about the phrase “cultural change”? Is it rendered meaningless from overuse or does it still have a clear definition for us in ITSM? And if so what?
Gary: I feel that it is very difficult to change to say that you will change the culture of an organization because you are implementing ITSM. Culture is made of an organizations history and the leadership’s values, beliefs and the organizations way of doing business. Saying that implementing ITSM will change all of this is a huge challenge however what ITSM should focus on is changing peoples behavior. Once enough people have changed their behavior including management as being the proper role models then you end up with a new culture but this doesn’t happen overnight. So the focus should be on changing individuals behavior, rewarding for the new behavior etc.
Skep: While I’m getting hung up on terminology, you chose “awareness” instead of say “communication”. Any special reason?
Gary: Awareness is a term used in the ITIL publications however and I also personally struggle with only thinking in terms of creating awareness, I feel that awareness is one aspect of what needs to be a part of the communication strategy and plan. In the beginning and throughout the program you will need to create awareness of what is happening, but there is also different types of communication that are important and can be considered a part of awareness, i.e., who will be involved, project status etc, Awareness and communication need to be managed by using multiple medias instead of only focusing on emails or web sites that a lot of organizations have a tendency to do. ITSM initiatives that will require buy-in and behavioral change should be done fact to face when ever possible such as using focus groups, brown bag lunches, town hall meetings, and attending and presenting at staff meetings and let’s not forget training as that is another aspect of communication.
Skep: What is the key objective of an Awareness Campaign? It doesn’t sound exactly essential to the project in the same way as, say, a tool upgrade.
Gary: Again, this goes back to the importance of managing organizational change as the people aspect is the most important to being successful with implementing processes and technology into the production environment. An organization can have the best technology and the best processes but if it doesn’t have the people wanting to adopt and use the process and tools then the project becomes a very costly failure. An awareness campaign is important part of any ITSM initiative to gain buy in from the IT staff at all levels within the organization and also should include the business.
Skep: You mentioned the classic mantra “People Process Technology” to which I like to add “in equal parts and in that order”. Do organisations put sufficient emphasis on people aspects for an ITSM project? If not, how far have we got to grow?
Gary: I feel that the three are not equally important because of the criticality of the people component thus we should be seeing the people component as larger than the process and technology components. Unfortunately organizations don’t put enough emphasis on the people aspect of ITSM. This is why many ITSM programs / projects struggle. Developing a process is relative easy, implementing a process is a little harder, however getting people to adopt and use the process and tool is by far the most difficult and this is where an organizational change strategy and plan come into play. Organizations also tend to over focus on the technology such as the ITSM tool that will be utilized as this is something tangible and also something that IT is good at doing. So we do have a long way to go, and that is why it is important to approach any ITSM program / project from a holistic approach.
Skep: Why should I go to this session. What’s in it for me?
Gary: We provide steps to a strategy and a plan outline for both communication / awareness and education / training for you to take away and use.
Skep: ITSM in Pakistan? You’re kidding, right?
Gary: Amazing isn’t it? IT issues aren’t any different in Pakistan than they are in the US or Canada or New Zealand. There are pressures to reduce budget, improve services and service levels thus a need for documented efficient and effective processes etc. It’s a small ITSM world.
Gary is right on the money with this presentation. When we succeed it is because we got the people-stuff right. When we fail it is because we didn’t. This stuff really matters to the success of an ITIL initiative. Don’t miss it.
Tuesday, September 22, 2009
Your skeptical guide for the 14th Annual Pink Elephant Conference
Back in the last millennium my employer’s helpdesk was assessed by some crowd with a weird name, Pink Elephant. The Brand Nobody Forgets.
When I was first sheep-dipped in ITIL V2 Foundations, it was by Pink Elephant.
Later I did a course on ITIL Implementation Roadmap, delivered by Pinkers Shane Johnson and the inimitable George Spalding (at the same time as I was involved in starting the local chapter of a thing called itSMF). The thing that impressed me was the sheer quantity of content they gave us - far more than was needed to justify the time or the fee. They really wanted to share, to see us equipped.
I was a late adopter of forums and online communities. Everyone seems to boast of starting out on dialup bulletin boards but not me. When I finally ventured out there round the turn of the century, Pinkers were sharing IP on sites and in discussions. Nowadays the internet has taught everyone that you earn respect for what you share not what you sell, but back then most consulting vendors wouldn’t tell you anything but their name for less than ten thousand dollars, and yet here were these guys who really wanted you to know what you needed to know.
It seems to me Pink sell themselves not their IP. They sprinkle the content around like fertiliser (yeah yeah I know). They sell their experience and they sell an experience such as the upcoming conference. It’s fun, it’s quirky, it’s a bit left-field. It seems these days the best stuff is going to cost you, but I still find them generous in sharing intellectual property - in the 21st Century you’ve got to be. And they aren’t peddling KoolAid. Pink’s attitude to ITIL has always ranged from the pragmatic to the frankly skeptical, which obviously I like. Sure they do it for money and like anyone who does it for money it isn’t always as nice as when they do it for free, but these guys have earned my respect. And they have fun.
So when David Ratcliffe offered me this gig, I was in. Now that I have thoroughly sucked up to my client, we can finally come to the point of this post: WTF is the IT Skeptic? Friends tell me I’m well known but statistics tell me otherwise. There’s way over half a million people with ITIL Foundations certificates and my blog readers number in the thousands of regulars and tens of thousands of itinerants - as near as anyone can figure these things on the internet. So odds are you either haven’t read my stuff or have glanced at it once or twice. I’m not sure if it reflects positively on you if you are familiar with the IT Skeptic either, so let’s not go there.
Anyway, for most readers an explanation seems in order for why David would commission a writer from a tiny island so far down in the Pacific that penguins live there. The miracle of the internet is that someone in a little seaside village of 700 homes with no cable only creaking ADSL, who is 18,000 km from the home of ITIL and nearly as far from anywhere that matters, can broadcast an opinion. Social revolutionaries get all in a tizzy about how this miracle is going to change the world, reshape democracy, and bring down capitalism. It doesn’t: it just creates bedlam. The web has millions of blogs and it seems that half of them are about ITSM. For a blog to gain traction, develop a following, get a Google page rank (currently 4, peaked at 5), it has to say something people want to hear. It’s journalism.
Of my top five most detestable professions, journalism has to be in there, so I’m appalled to find myself a part-time journalist, but that’s inescapably what I am. All journalism is about being entertaining, engaging. Some journalism is about providing meaningful content too. Since I admire The Economist more than I do News of The World, I like to think I manage some meaningful content in amongst the bombast and diatribes, but the IT Skeptic puts on a bit of a show. We skeptics seek the evidence and expose delusion and deception. I’m not afraid to wade in where I know very little, though I stick mostly to my home turf of ITSM and ITIL (where some would argue I still know very little). Back when it started three years ago (an aeon in internet terms) the blog filled a vacuum. The ITIL emperor was just inspecting the invisible weaving on the loom for a whole new V3 suit, and almost nobody was providing the squeaky annoying little voice suggesting he was in the nuddy. As well, itSMF was even more shambolic and un-governed than it is now. People wanted a voice and the IT Skeptic blog provided it. Nowadays, my goodness! ITSM skepticking is a crowded field, even amongst the ITIL establishment. The IT Skeptic soldiers on. As long as people keep reading and commenting (and whistle-blowing and leaking - bless ‘em!), I guess I’ll keep blogging. It is way more fun than working.
Even blogging is working sometimes, which brings us back to this series of posts. I’m excited by this project: to be your skeptical guide to the conference. I’ll be there at the event to give you a view of the exhibition hall and to discuss some juicy contentious topics. Here on this blog I plan to interview some of the speakers, and to reflect in my skeptical way on some of the topics emerging. Of course I’ll be nice - I like to think the IT Skeptic always is nice and we don’t want to scare interviewees off - but I’ll ask some of the questions you always wished an interviewer would ask in this kind of article. If I don’t ask them, let me know for next time! Which segues nicely into my final point: all this drivel about social media and Web 2.0 overlooks one thing - apathy. If you don’t agree with me, comment. You better have some cogent arguments because I believe I do. Bring it on. ITSM will be the better for it.
About the recently announced ITIL books updates from OGC
Most of you probably know by now that the OGC has announced they will update the ITIL V3 books.
The updates will correct spelling and grammatical errors of course (and hopefully). The updates will also look at correcting inconsistencies between books where some statements in one book contradicts one in another book. In addition the structure for certain books will be adjusted. I am thinking of the CSI book where section 4.1 is about 14 pages long with no subsections. Then section 4.1suffers from the same illness and goes on for 8 pages. I know my Pink Elephant colleagues Gary and George wrote the book. This is an oversight. In their defence, the book was reviewed by over 50 people and this was not corrected. I am not here to pint fingers. Errors and mistakes happen.
I am actually delighted to hear about this revision. I just have a few concerns
1. Who are the people making the corrections?
2. Will they consult the original authors to ensure the revisions are consistent with the authors’ intentions?
3. How many errors, omissions and changes have been identified?
4. Will the reviewers add their own spin to the material?
5. Will the reviewers modify the material to what they believe should have been there in the first place?
6. Will the reviewers remove material they believe should not have been there in the first place?
7. Who is reviewing the change requests to ensure they are indeed valid and are best practices?
8. What is the target date for the new versions to be available to the public?
9. How will this affect the Qualification scheme and the exams?
10. Will the examiners be given enough lead time to amend the syllabuses and questions if necessary
11. Will there be sufficient time to test and pilot the revisions to the syllabuses and exams?
12. Will this in turn allow the accredited training organization (ATO) sufficient time to update their course material?
13. Will this affect the ITIL compatible tools on the market or about to hit the market?
14. Will there be regular communication updates from the parties involved to the IT community at large?
15. How will the revisions affect the translations for the glossaries and exams?
16. How will the revisions affect the mapping between ITIL and various other frameworks and methodologies?
17. How will this revision affect the complementary guidance books already published or being written presently?
By the way if you want to see the current request for changes for the ITIL v3 books, you can ego to the official ITIL website, sign up and view the requests. Just a word of warning, there are RFCs for other frameworks and methodologies as well so it takes a while to sort out the ITIL ones.
Please visit the Change Control System on the Official ITIL Website at:
Or you can thank your truly and download the attached spreadsheet that ONLY contains the ITIL related RFCs. Let me add here that if the OGC received requests and suggestions via other means such as email, I do not know if they are part of this list. This list is accurate as of Friday September 11.
P.S. I have a few other concerns but they are politically incorrect for this blog
Positive feedback about ITIL - What is your feelgood story about Service Management?
There are many naysayers about ITIL and ITSM, some more vocal than others of course. . There are the very public ones and the ones that quietly undermine things. There are many so-called “horror” stories; I lived through a few personally. I know it is human nature to prefer to talk about and point out negative “stuff “far more than positive things. I am positively certain there are far more good stories than bad stories about Service Management. I read a long time ago that people will tell up to eleven people about a bad story and in turn these eleven people will do the same. In a very short time, 122 (11 x 11 + the originator) will know about the bad story. This story has very likely taken on more horrific features along the way.
On the flip side a person only tells 2 or 3 people about a feel story which, unfortunately does not go any further. Hum! 122 people who heard a bad story vs. only 4 who heard about a good story.
Then, of course, in these days of blogging, twittering (?), instant messaging, it is easy for people to start a discussion and for people to get dragged down so deep everyone loses sight of the original point, things get out of control, tempers flare and people write things they should not.
However, I know there are real and positive success stories about Service Management. The proof is simple, look at the various organizations presenting their case studies at various Service Management Conferences.
“Marketing Plug Alert”: Pink Elephant has many interesting case studies coming up at our ITSM conference in Vegas in February 2010!
So I am challenging everyone out there to provide a positive story about how Service Management helped you personally, your team, your organization. The result may be as simple as finding the root cause of a problem to better collaboration and communication and of course saving money.
Come on. Take a few minutes and tell us about your positive story. Make a difference and be part of the solution. Let us start a new trend and flood the ITIL airwaves with positivity.
Monday, September 21, 2009
Introducing Guest Blogger, Rob England
We’re pleased to introduce Rob England as a guest blogger on our 2010 Conference Blog.
Best known as the prolific (and some say controversial) commentator, the IT Skeptic, Rob has worked in many professions, travelled the world extensively and defied death several times, all on the road to becoming a renowned speaker and published author who specializes in ITSM topics.
As a 2010 conference speaker, Rob will blog regularly in this space, sharing one-of-a-kind interviews with many of our presenters. So, stay tuned for some colourful conversations that will illustrate why Pink’s conference is the industry’s best!
Wednesday, September 16, 2009
What if services did not exist?
A service is something that someone offers you instead of you doing everything from the proverbial “A to Z”.
Now imagine a world without services.
We would only have products available to us then, would we not?
Let us start our little scenario.
Imagine being a lone castaway on a deserted island with animals (a few predators to make things interesting), edible vegetation, and sources of potable water. You have absolutely no technology, no mobile phone, no computers, no GPS, nothing that requires electricity or batteries. You could argue the sun and the wind are sources of energy but there are no solar panels and no windmills.
You also have no tools at your disposal, no hammers, no screwdrivers, no saw, no knife, no spoon, no fork and especially no all-purpose, all-everything Swiss Army knife. You do not even have any personal hygiene products of any kind (sorry). You are the sole person in a pristine primal world. There are no ruins, no secret cache of anything. In fact, you are the first person ever to set foot on this island. By the way, there are no search parties looking for you either.
There are no services at your disposal. There are no products at your disposal.
You now have to do everything yourself. You cannot purchase anything for there is no one to sell you anything and there is nothing already made. You cannot barter for the same reasons.
Everything you need, you have to build from scratch; your tools, your shelter, your clothes, your fire, your fishing gear, etc. You have to pick your fruits from the trees and bushes. You have to pick or dig up your vegetables. You have to kill animals and prepare all by yourself if you want to eat meat. The same goes for seafood. You have to do day for as long as you stay alone on the island (and I am keeping you there for a few years).
By the way, Mother Nature is not providing you with any services here either. That philosophical discussion is totally out of scope of this scenario.
What the above scenario illustrates is that everything we can produce, offer, sell, barter, exchange, or purchase (no stealing allowed!) in our current world is a service.
You may call that service whatever you like. The fact is, a service is service is a service.
Whatever we purchase from others is a service because someone else has taken on the burden of the ownership of specific costs and risks. We require that service for a particular reason (call it a goal, a vision, or an objective if you like).
Let us assume you need a can of beans. You go to the grocery store, to the appropriate shelf, go the the csh register and pay for the can of beans. However, you did not have to till the soil, plant, irrigate, harvest, ship, transform, distribute and put it in on the shelf. You did not have to negotiate any contracts or build anything. Someone else did it for you.
Let us assume you need petrol/gas/fuel for your car. You go to the gas station, pump the gas into the tank, pay for the gas and on your way you go. However you did not have to search a suitable oil field, extract it from the ground, ship it to a refinery, refine it, and distribute it. Someone else did it for you.
In both examples, other departments and functions are involved as well, marketing, sales, advertising, human resources, management, warehousing, distribution, production, accounting, contract negotiations, investments, building maintenance. In the above examples, the organizations may be a huge single corporation, a conglomerate or a group of small companies doing work for the next one in the chain. all has to pay taxes, mortgages or leases, electricity, gas, air conditioning, heating, personnel, contractors, telecommunications, office supplies, etc.
In the 1800s all documentation, record keeping, contracts, shipping manifests, were done on paper. Computations were done on paper or with a abacus or in your brain. Communication used the means of the day such as riders on horses, coaches, ships, and plain old walking.
Today we are a tad more sophisticated but the concepts have not changed. The tools used are different, the speed is different I’ll grant you that. However, instead of writing on paper, we use various electronic devises more and more powerful each day.
Did I forget about IT in this story? Of course not! it is simply a different form of record keeping and means of communication. Look at what you business does (i.e.: you lines of business) and these are your services. Yes, you will have supporting services and sub-services and systems and applications and hardware and middleware and firmware and networks and wires and wireless and many other components.
IT is directly providing services to the other departments making up the organization. They are indirectly providing services to the external customers when an employee needs to use a computerized device to do their work whether they are directly customer-facing or not. IT is also providing services to the external customers in the form of the website, the self-service kiosks in retail stores, gas stations, parking lots, airport kiosks, etc.
IT is providing a service to the external customer when…
...the delivery person comes to your door with a package from grandma,
...someone dispatches someone to execute a task; emergency personnel, law enforcement, plumbers, taxis, etc.
...we use our credit cards or an RFID tag at gas station.
...a manufacturer uses RFID tags when shipping goods to a merchant.
...you watch television or use the phone
...a store associated uses a cash register
...an HR person surf job sites to look for employees
...business does business
“A service is a means of delivering value to Customers by facilitating outcomes Customers want to achieve without the ownership of specific costs and risks.”
Wednesday, September 09, 2009
Certification, Designation, Diploma and Qualification
There still seem to be some confusion about the ITIL® qualification scheme and the certificates one can achieve.
Let me explore the definition of a few words first (in alphabetical order); certification, certificate, designation, diploma and qualification. Please note that I only used the part of the definition relevant to this discussion. The definitions are from the Merriam-Webster online dictionary.
The act of certifying: the state of being certified
1: to attest authoritatively: as
b: to present in formal communication
c: to attest as being true or as represented or as meeting a standard
4: to recognize as having met special qualifications such as of a governmental agency or professional board within a field e.g.: agencies that certify teachers
Synonyms certify, attest, witness, and vouch
1: a document containing a certified statement especially as to the truth of something; specifically: a document certifying that one has fulfilled the requirements of and may practice in a field
2: appointment to or selection for an office, post, or service
3: a distinguishing name, sign, or title
2: a writing usually under seal conferring some honour or privilege
3: a document bearing record of graduation from or of a degree conferred by an educational institution
3 a: a quality or skill that fits a person (as for an office) e.g.: the applicant with the best qualifications
Using the above definitions, we can now better define the meaning of the ITIL® qualification scheme.
The ITIL® Qualification scheme (a quality or skill that fits a person) awards certificates (a document containing a certified statement especially as to the truth of something; specifically: a document certifying that one has fulfilled the requirements of and may practice in a field to the people). The Examination Institutes award certificates to individuals who after attending an accredited course provided by an Accredited Training Provider (ATO), achieves a passing mark (or higher) for an examination based on an established course syllabus. The only exception for the mandatory attendance to an accredited course applies to the Foundation certification.
The Examination Institutes award the ITIL® Expert certificate to an individual who successfully completes the requirements for this certification. See the Official ITIL® Website for details.
The Examination Institutes will award the ITIL® Master certificate to an individual who successfully completes the requirements for this certification. Please note this certification is still under development. See the Official ITIL® Website for details.
Upon receiving any of the eleven currently available core ITIL® V3 certificates, individuals do not achieve a designation. They cannot use the course acronym as if it were a designation. The successful candidate can list their achieved certifications in a curriculum vitae (CV) or résumé.
The ITIL® v2 – v3 bridging certifications and the certification schemes based on the previous versions of ITIL® do not provide any designation either.
Please note that the certificates are not diplomas. However, many universities around the world now include ITIL® courses as part of their curriculum. So who knows?
Friday, September 04, 2009
Introducing ITM10 Service Management Conference Sponsors
Planning for Pink Elephant’s 14th Annual International IT Service Management Conference & Exhibition February 21 - 24, 2010 at the Bellagio, Las Vegas is well underway and we already have a number of sponsors that I would like to introduce and welcome. As more vendors sign up to be sponsors I will let all y’all know.
Introducing our Platinum sponsor for ITM10 Service-now.com.
Welcome back to the following returning sponsors:
Gold Sponsors: Hornbill and Oblicore
Silver Sponsors: APMG, CollegeNET Inc, Computer Associates, and Loyalist
And introducing the following new sponsors who have joined the Pink Elephant’s IT Service Management Conference sponsor community:
Silver Sponsors: ComSci, LLC and Consulting Portal
Pink Elephant’s 14th Annual International IT Service Management Conference & Exhibition promises to be another successful information and entertainment packed event. We would like to recognize the sponsor community for their important role in the success of this event and thank them for their support and participation in our conference.
If anyone is interested in finding out more about being a sponsor at the ITM10 Service Management Conference or one of our PinkPERSPECTIVES, please call Lisa Lyons, Client Relations Manager at 1 888 273-7465 ext 228. And of course if you are just interested in finding out more about the conference or attending the conference, we would love to see you there - check back on the home page of our website for more information.