SAB Meeting Highlights -2008-09

SAB Meeting Highlights -2008-09

The HDI SAB meeting took place in Colorado Springs, Colorado September 10^th through the 12^th. It opened with an evening reception where the members both new and returning mingled and connected. There was an immediate bond with this group and I knew right from the start that this would be a great meeting!

Thursday September 11^th we started with a moment of silence to recognize the victims of the 9/11 attacks, and from that moment on the ideas and knowledge of this group flowed. Katherine Spencer Lee the 2008-09 Chairperson kicked off the introductions, and off we went into a group brain storming session on the expanding role of support in ITSM, and how HDI can serve this changing role more effectively. (The 2008-09 members are listed on the HDI website if you would like to get to know them and their backgrounds).

There was an abundance of great ideas for me as the Executive Director of Membership as well as ideas for the HDI organization in general. I have highlighted a few here and there should be some great follow up information coming out over the next year from this great group of individuals.

A few areas we discussed:

*The SAB discussed the role of service management in IT support.

There was much discussion on how both fields intersect and the possibility of developing a roadmap for IT service delivery to support the business.  It seems that the concept of IT support is growing towards more service management professionalization.

*Just as Gartner has a “CIO Academy” it  is possible that HDI may be able to develop a “roadmap” that identifies the roles & responsibilities, skill sets and programs that will assist HDI members to be more successful & effective as their responsibility continues to grow in their position.

*Minimizing downtime & satisfying customers was a mantra that was coined during the meeting

*The SAB also discussed the concept that “ITIL is not exclusionary.” It is not a singular framework and can work with other frameworks and standards. Much discussion revolved around helping the industry to understand there are many ways to approach Service Management. ITIL is not the silver bullet but part of a solution for many service organizations.

*ITSM from a support perspective needs to provide “WIIFM” to the C-Level Suite; the business, IT and the support center.

*Service mgmt. as a function has to be justified like any other program.

*It is important for IT people to learn how to be business people; Business IT Alignment (BITA) is not a concept that is going away.

*The SAB had excellent & lively discussions on hiring & working with Generation Y & Katherine Spencer Lee provided a very comprehensive presentation on Gen Y. They are 24% of the population of the USA (304 million people) and they are the future!

*Bob Last is working with the SAB to develop a potential book outline with a “roadmap” of skills that are needed to be successful in the business world & one or more articles on the generational workplace & service management.

This just skims the surface on the discussions that were had over the three days. I hope you look for articles and other deliverables that will be generated by this thoughtful and engaged group of IT Service Professionals!

I can’t say it enough how wonderful it is to serve a group of such dedicated and knowledgeable professionals, not only in the SAB but the entire HDI membership. The Strategic Advisory Board is a reflection of the entire association and it is clear to me; you make us the best!

Executive Director of Membership

HDI

Rich Hand