itSMF Bulletin November 2017 Bulletin - November 2017 | Page 2

From the CEO’s desk 9 4 20 CONTENTS 4 itSMF Feature: A Strategic KM Map: A Model in Progress Aprill Allen 8 Member Benefits 9 itSMF Feature: 5 Steps to a Customer-Centric Culture—A Guide for IT Service Delivery Teams Dave O’Reardon 19 Thank you to our 2017 Conference Sponsors 20 Q3 Seminar Snapshots 28 Q4 Seminar Dates Volume 21— October 2017 PUBLISHER itSMF Australia CHAIRMAN Bradley Busch CEO & Editor Alan Hollensen [email protected] CONTRIBUTORS: Aprill Allen, Dave O’Reardon ADVERTISING Alan Hollensen 03 9879 5466 ADDRESS Suite 4, 45-51 Ringwood Street Ringwood VIC 3134 TELEPHONE [phone] EMAIL [email protected] WEBSITE www.itsmf.org.au Cover Photo: Peter Marshall 2 itSMF Bulletin—November 2017 Alan Hollensen CEO, itSMF Australia Hi, State Branch Chairs and their committees across the country, in every state and territory, are working hard to bring to our community the best offerings in informal learning they can possibly provide. As someone with a strong, and professional interest in this sort of non-accredited learning I would like to extend my vote of thanks for all the great work these teams are doing on our behalf. Among membership associations our set-up is quite unique and remains a testament to your dedication and vision. Our responsibility of course is to support your endeavours and to that end I have made a commitment to a number of the SBCs that this will extend to financial support where needed. This is of particular relevance to those smaller states and territories where the pool of local talent is understandably not as deep, or varied. Everyone needs this sort of assistance from time to time and I’m always happy to provide it if I possibly can. One thing we did here in Victoria this year is stage a ‘Meet Up’ session after forming a Vic Service Management group. Interestingly this attracted people who signed up who are not members and as we discovered in many cases had not actually heard of us. With the clever use of ‘Tags’ though we were able to reach a wider audience that would have been the case if we’d just gone out and described ourselves as ‘Service Management’. The speaker we used was brilliant and we uncovered another person in the audience when we were networking whose story was one of innovation, a world-wide market and from a company none of us had ever heard of or even knew existed – both were prefect candidates for future conferences. I would encourage other states to look at doing something similar – keep it within your existing committee framework to maintain the necessary level of cohesion, but the model is a good one: low cost, manageable workloads and potentially huge rewards. Good luck!