The 2014 itSMF Estonia conference, held in Tallinn last week, was an international IT service management (ITSM) fest. The circa 180 delegates had travelled from 12 countries (including strong Finnish and British contingents) and the presenters came with a variety of international perspectives.
It differed to many of the other international itSMF chapter and global IT service management (ITSM) conferences I’ve previously attended, in that:
I’ll not cover all of the conference content in this blog, it wouldn’t be possible. Instead I’ll come back to a number of sessions in greater detail in additional blogs. These will include:
David Wheable, of Forrester, started the conference with the importance of customer experience. Not just that companies with better (external) customer experience outperform the stock market but also that customer and service experience are also applicable within the enterprise.
David used Forrester research to show that external customers need: their experiences with companies to offer value; to be able to easily access that value; and for the experience to be enjoyable. And that to create a great customer experience you must have customer understanding, strategy, and design – along with effective measurement, governance, and culture.
But this is only one side of the same coin – the other being workforce experience, where employees need to be engaged, productive, and impactful – with such employees positively contributing to customer experience and business success. I think most of us would fail to argue against the corporate IT organization, through the services it provides, having a big part to play in workforce productiveness and impact.
A key takeaway for me from David’s session was the link to a later session on Continual Service Improvement (CSI) by Stuart Rance – that offering a great customer experience isn't about changing what you do. Instead it's about making improvements – it's CSI. If you are interested, Stuart has written about CSI here.
Patrick Bolger of Hornbill (yes, he is one of “the competition”) gave the audience an interesting and humorous insight into how customers tender for ITSM solutions. Some of Pat’s key points included that:
Thankfully Pat did offer advice on how customers should select an ITSM solution (which we agree with):
As I wrote above, sadly I can’t cover all of the presentations without it looking like your Twitter feed. Although, if you want short sound bites from all of the presentations you can look at #itsmfest (but note that you will need to scroll down to the photo of Kaimar kicking off the event and then to work upwards). This will also include content from:
Considering the content from all of the conference’s presenters, my personal key takeaways were:
Toby Moore has also created a Storify-based blog on itSMF Estonia 2015, with a free conference podcast included as a bonus, should sifting the Twitter stream seem too daunting.
Finally, it was a fantastic event and one that I hope to attend again next year. You should consider it for 2015 too … and look out for my future blogs on fast delivery and failing ITSM projects.