IT Service Management Forum

The IT Service Management Forum (itSMF) is an independent, international, not-for-profit organization of IT service management (ITSM) professionals worldwide.[1] Around the operation of IT services the itSMF collects, develops and publishes best practices, supports education and training, discusses the development of ITSM tools, initiates advisory ideas about ITSM and holds conventions. The itSMF is concerned with promoting best practices in IT service management[2] and has a strong interest in the international ISO/IEC 20000 standard. The itSMF publishes books covering various aspects of service management through a process of endorsing them as part of the itSMF Library.

History

With a growing number of national chapters a real international umbrella was needed. The itSMF International was created in 2004.[3]

International organization and activities

Typical activities in the national chapters were: itSMF chapters were partner of conferences of other organizations (e.g. Gartner “Business Intelligence & Information Management Summit 2013” in Australia [4]). There were own studies or together with other, well known research organizations (e.g. “Drive Service Management Adjustments With Peer Comparisons”[5] from the itSMF USA together with Forrester Research, Inc.)

German chapters

There were three books about “ITIL in the Public Sector” (“ITIL in der Öffentlichen Verwaltung”[6]), “Organization Model for the IT in the Public Sector” (“Organizationsmodell für die IT in der Öffentlichen Verwaltung”)[7][8]) and “Service Level Management in the Public Sector” (“Service Level Management in der Öffentlichen Verwaltung”)[9]).

Annually in December the German chapter celebrates a two-day congress. Topics were provided in different formats with typical keynotes,[10] four or five parallel user sessions, which presents three 20-minute-speeches in a row and a joint discussion, and some open world café discussions.

During the year typical two one day meetings were held – name itSMF Live! - with different, actual topics. A special event for the Public Sector is the event FIT-ÖV.[11]

The chapter award since 2009 the ITSM project of the year. The first awarded project was “ITIL 2010” of the Federal Employment Agency (Bundesagentur für Arbeit, Germany).[12]

Summary

Information Technology Service Management are the activities that are performed by an organization to design, plan, deliver, operate and control information technology services offered to customers. To create and sustain the global SMF Member Community. To promote Service Management practices. To raise the awareness of Service Management and how Service Management professionals benefit our global communities. Service management is a customer focused approach to delivering information technology. Provides value to the customer and also on the customer relationship. Provides a framework to structure IT related task and interaction with IT personnel and clients.

Notes
  1. APM Group Ltd (2007–2012). "itSMFI (IT Service Management Forum International)". ITIL Official Site. APMG in conjunction with the Cabinet Office (part of HM Government) and TSO. Retrieved 14 December 2012.
  2. OGC (2 August 2011). "ITIL". Programmes & Projects; Programmes and Projects Resource Toolkit; ITIL. OGC. Archived from the original on 2 August 2011. Retrieved 14 December 2012.
  3. Keith Aldis. "itSMF History" (PDF). itSMF International. Retrieved 17 December 2012.
  4. Gartner, Inc. "Event Partners". Gartner, Inc. Retrieved 13 January 2013.
  5. Glenn O'Donnell; Doug Washburn; Lindsey Kempton. "Drive Service Management Adjustments With Peer Comparisons". Forrester Research, Inc. Retrieved 13 January 2013.
  6. Bonk, Markus; Breithaupt, Jürgen; Gündüz, Recai; Handgrätinger, Steven; Job, Günter; Jung, Folkert; Kirchhoff, Uwe; Melan, Albrecht; von Lachemair, Georg (2007). itSMF Germany (ed.). ITIL in der Öffentlichen Verwaltung (1st ed.). Frankfurt/Main, Germany: Symposion Publishing. p. 266. ISBN 978-3-939707-16-5. Retrieved 23 December 2012.
  7. Gündüz, Recai; Hahn, Martin; Handgrätinger, Steven; Köpp, Peter; Meyer, Veronika; Rodenhagen, Jörg; Utting, Petra; Wolf, Gunnar (2010). itSMF Germany (ed.). Organizationsmodell für die IT in der Öffentlichen Verwaltung (1st ed.). Frankfurt/Main, Germany: Symposion Publishing. p. 100. ISBN 978-3-939707-74-5. Retrieved 23 December 2012.
  8. move-online (9 August 2010). "Organization der IT". Moderne Verwaltung - Publikationen. move-online. Retrieved 23 December 2012.
  9. Bonk, Markus; Dr. Bayer, Harald; Billion, Elisabeth; Handgrätinger, Steven; Job, Günter; Jung, Folkert; Kirchhoff, Uwe; Sendrowski, Jörg; Stolpmann, Björn Eric (2010). itSMF Germany (ed.). Service Level Management in der Öffentlichen Verwaltung (1st ed.). Frankfurt/Main, Germany: Symposion Publishing. p. 211. ISBN 978-3-939707-66-0. Retrieved 23 December 2012.
  10. Markus Strehlitz (13 December 2010). "Zufriedene Endanwender durch standardisierte IT-Dienste". ZDNet - IT-Business. ZDNet. Retrieved 23 December 2012.
  11. Johannes Klostermeier (12 November 2010). "IT Service Management unprofessionell". Strategy - Public-IT. CIO.de. Retrieved 23 December 2012.
  12. move-online (7 December 2009). "Ausgezeichnetes IT-Systemhaus". Moderne Verwaltung - Publikationen. move-online. Retrieved 23 December 2012.
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