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‘All shook up’

Last week over 400 attendees came together to ‘shake IT up’ at Service Management 2016!

In addition to enjoying two busy days of networking, sharing and learning, the highlight for many was itSMF’s Industry Awards Gala Awards Dinner.

parrot lady auspost winners with lei

Themed ‘a touch of tropical’, this year’s awards – hosted by the hilarious Jean Kittson – saw many guests don a Hawaiian shirt, a lei, or even a parrot!

photobooth singer

Amidst the music of Hot Sauce, pink flamingo centrepieces, and a popular tropical-themed photo booth, the winners of this year’s itSMF Industry Awards were announced.

le8is Rachel Seaniger

Congratulations to the winners – and finalists!

TEAM AWARD WINNERS

ITSM Project of the Year – Australia Post

Finalists: ANZ; Kinetic IT / Qantas

Innovation of the Year – Australia Post

Finalists: Clean Energy Regulator; SkillsTx

ITSM Capability of the Year – NAB

Finalist: Clean Energy Regulator

INDIVIDUAL AWARD WINNERS

Thought Leaders of the Year – Rachel Seaniger and Chris Morrison

Service Management Champion of the Year – Justin Gasparre

Lifetime Achievement Award – Aileen Cater-Steel

 

By |2018-03-19T16:23:18+10:00August 24th, 2016|Awards, Service Management 2016|

Congratulations to the 2016 itSMF Industry Awards finalists!

The finalists for this year’s itSMF Industry Awards for Excellence in IT Service Management have been announced! This year the Awards categories were updated and a large number of submissions were received.

Finalists in the three ‘team’ Awards categories include:

Project of the Year

ANZ

Australia Post

Kinetic IT / Qantas

Innovation of the Year

Australia Post

SkillsTx

Clean Energy Regulator

Capability of the Year

Clean Energy Regulator

NAB

The winners of the individual awards will also be announced at the Gala Awards Dinner on Wednesday 17 August 2016.tropical

This year’s Gala Awards Dinner theme is ‘a touch of tropical’. Attendees will be getting out their Hawaiian shirts and hula skirts and enjoying beautiful Brisbane!

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The dinner, which takes place during the Service Management Conference, will be hosted by comedian Jean Kittson with musical entertainment from Hot Sauce. Find out more about the dinner here.

 

Congratulations again to all the finalists, and our sincere thanks to all nominees!

 

 

 

By |2018-03-19T16:23:18+10:00August 2nd, 2016|Awards, Service Management 2016|

ITSMF Awards Q&A with 2015 winner Dave O’Reardon

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In this week’s special edition of the blog, itSMF Awards winner Dave O’Reardon shares his insights into the Awards process, and gives you some invaluable tips for your application for the 2016 itSMF Industry Awards for Excellence in IT Service Management!

 

Can you tell us about your award?

We were lucky enough to win last year’s Service Management Innovation of the Year Award for a new software product we’d developed called cio-pulse.com.

CIOPulse gathers customer feedback as support teams resolve customer tickets and then helps organisations use that feedback to drive continual service improvement.

Every man and his dog uses the survey capability of their ITSM tool, but we won the award because CIOPulse helps support teams to improve customer satisfaction, not just measure it.

What inspired you to nominate for the itSMF Industry Awards?

Because we genuinely felt we were onto something truly innovative within IT service management and we had the metrics to prove it.

Our company, Silversix, used to be a traditional ITSM consultancy, although it was always one that specialised in improving internal customer satisfaction.  About five years ago, we came across this set of practices – the Net Promoter System – used by organisations around the world (think Apple, Rackspace, Harley Davidson) to measure and improve customer loyalty. One of our consulting clients allowed us to experiment on them by letting us help them adopt some Net Promoter practices. Six months later, they’d increased internal customer satisfaction by significantly more than we’d achieved with them via ITSM consulting in the preceding 3 years.

We built CIOPulse to help organisations adopt these same practices and enjoy the same benefits. Our metrics showed that 90% of our clients have been successful with CIOPulse and this gave us the confidence to nominate ourselves.

winner

What advice would you give aspiring nominees?

I have only one piece of advice and I don’t want to dilute it by mixing it up with any other advice. My advice is this. Enter. Just do it, as Nike would say. There are probably not as many entrants for each award category as you think and so, just by entering, you have a very good chance of winning.

Can you share any tips for the application process?

Yes. I’ve got a couple of tips.

Read the award criteria and make sure your submission explains how your innovation meets those criteria.  We were going to nominate CIOPulse for the award a year earlier but realised that we weren’t going to meet one of the criteria. So we held off for another year. And that turned out to be the right thing to do.

Make your supporting video funny and/or interesting. Everyone at the awards night wants to have fun and being made to watch a video about how your company makes flare joints for gas pipes is not fun.  All finalists get their video played and so, even if you’re not a winner, your video might get airtime. If it’s fun or interesting or both, you’re going to get the attention of hundreds of people in the room and they’ll remember it/you. If it’s boring I’m afraid they’re going to talk over it.

dinner

What are the benefits of winning an itSMF Award?

The short term benefit was how much more fun it made the awards night. The gala dinner is always great, but the added suspense of being a finalist, not to mention the feeling of actually winning, made it a super special evening. Strangely, my head was much sorer than usual the next morning…

And for those of us involved in developing the product, it gave us an immense feeling of satisfaction to be recognised by the industry that we’ve worked in for so long. These kinds of awards are great to put on your CV and LinkedIn profile too!

Of course we’ve also made full use of the award in all our marketing material – email footers, websites, brochures, presentations, sales pitches. It’s difficult to quantify that benefit, but it has certainly given us a welcome boost to our credibility, as well as increased brand awareness.

To nominate yourself, your company or a colleague for the 2016 itSMF Awards, visit the website!

 

By |2018-03-19T16:23:19+10:00July 7th, 2016|Awards, ITSM, Service Management 2016|

On being a conference director

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Conference Director Aprill Allen reflects on her role and her perspective on the itSMF conference experience. Find out more about Aprill and the conference committee here.

 

 

It seems fitting that five years after I became a member of the Australian IT Service Management Forum, I’ll be attending my sixth national conference, this time as the National Events Director.

My first introduction to the itSMF was as a White Paper of the Year nominee for the 2011 conference in Perth. I knew little about the organisation and knew nothing about service management and the frameworks our members rely on to make a difference in the workplace. I’ve since certified in ITIL Foundation and Knowledge Centred Support Principles. I still don’t know much about Cobit, but there’s always something to learn! As a first-time delegate back then, my most memorable experience—even better than accepting the award—was having long-time members introduce themselves to me and connect me with others who have ended up becoming mentors, advisors, respected colleagues and firm friends.

Our conference has evolved over the years to cope with changing economic pressures and the emerging interests of our valuable community of members and sponsors. Last year’s conference, in Sydney, saw the introduction of a new member-driven review process for speaker submissions. It produced a successful program that captured the interests of local and international delegates and inspired new vendors to become active participants in our community.

I stepped into the conference director role for 2016, after Kathryn Heaton’s significant contribution to every Australian itSMF conference I’ve been to, and wondered how I could possibly make my mark after the somewhat radical changes of last year. So I did what every self-respecting marketing-oriented communicator does: I set a left-of-field theme, closed my eyes, and hoped for the best. When I opened them, at our face-to-face programming meeting last month, I was ecstatic to find that our hopeful speakers had understood the brief and grabbed it with both hands. This year, we have a range of submissions that will surely Shake I.T. Up.

We’ve also overhauled our industry awards to align them with the changes we’ve witnessed in the field. Instead of the White Paper of the Year, we now recognise a Thought Leader of the Year, and instead of Service Desk Project of the Year, we now have the ITSM Capability of the Year—opening up our awards to recognise achievement in problem management, change management, knowledge management, service design and more, right across the enterprise. And our changes to the nomination process have removed some of the red tape and barriers that made a lot of extra work for our members wanting to participate.

So, I haven’t had my eyes closed the whole time. Our five-person conference committee has been meeting fortnightly over the phone, since October, to work through keynotes and invited speaker selection, curate ideas for speaker panels, navigate budget considerations, discuss new content and exhibit proposals, work through questions about sponsorship and programming, and more. Until a few weeks ago, I’d been thinking this National Events Director caper was pretty cruisy. Our small committee has been very effective, and our national office and event managers have been an efficient team in managing logistics and a myriad of ideas. To be honest, I wondered where this workload was that my colleagues on the Board of Directors had referred to. Well, now I know.

Conference planning really steps up about 8 weeks out from conference. There are at least half-a-dozen emails flying around most days—tweaks to messaging, attending to finer details of panels, working through the possibilities of late additions to the program, scouting for award candidates and reviewing nominations, honing in on the details of social events, and other exciting trimmings that contribute to the all-important vibe of community in service management that we all enjoy and appreciate so much as volunteers and industry professionals.

I’ve been privileged to see the itSMF conference machine from several different perspectives over these past five years, and now into my sixth. In no time, we will all be in Brisbane, enjoying the camaraderie of a nation-wide community of service management consultants, vendors, practitioners and IT leaders. I look forward to learning more about our field, reaffirming long-time bonds, and building brand new connections in a few short weeks. Maybe you could nominate one of your service management peers. 😉

By |2018-03-19T16:23:19+10:00June 30th, 2016|Service Management 2016|
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