My annual working-holiday is over for another year, with the conclusion of the itSMF’s LeadIT conference, held in Canberra. With the Under New Management sign still hanging above the Australian chapter, the event went off without a hitch and there’s a renewed sense of interest in what the itSMF can do to reach more members. New business manager, Bruce Harvey, is intending to get out and about to speak to all committee members, so I look forward to giving my two cents whenever that comes around.
Canberra were wonderful hosts for the conference and all the volunteers worked tirelessly over the three or four days to ensure all our sessions ran smoothly.
One can’t help but notice the common themes that tend to crop up through the content of any conference. LeadIT13’s overarching theme was service management in a connected world, but there was an undercurrent of disruption. While the services we support become more and more complex—with multi-vendor management and multiple user-devices, just for starters—there’s a growing sense of contraction within our industry. Yes, more with less, but even our frameworks and methodologies are beginning to shift with the rumbles. Rob England’s keynote discussed a need to find common ground between DevOps and ITSM. Dave O’Reardon brings Kanban to continual service improvement. Aale Roos provokes us to ditch ITIL processes left, right and centre. I want community management and knowledge management to come together in our business-as-usual to take advantage of the valuable knowledge of our user community. Where the agile movement is concerned, it’s not just an undercurrent, but a very strong rip. And those IT managers on the ground, who are constantly learning and iterating their checks and balances in their agile environments and sharing their stories (pardon the pun) with us, will be next year’s luminaries.
I saw a couple of great product demos in the exhibit hall this year and wanted to give a shout-out to one in particular. Early last year, I moaned all over social media that vendors with social activity feeds hadn’t built in any functionality to easily capture comments and turn them into structured knowledge for easy reuse. Frontrange’s Heat has a social service management component that does exactly that. So, thumbs up from me.
If you missed my session on community support in the enterprise, you can catch the TFT13 recording, which is only slightly different.
See you in Melbourne for LeadIT14!