Archive for the ‘Uncategorized’ Category

HDI Reading Room App Available on Your Mobile!

January 30, 2014

News from HDI about a new mobile app!

HDI has announced the launch of the HDI Reading Room, a new app that brings SupportWorldright to your smartphone, desktop, or tablet.

The first all-digital issue SupportWorld awaits! Inside, you’ll find articles on mobility, outsourcing, continuous improvement, desktop support, the Internet of Things, Windows 8, asset management, customer satisfaction, and leadership, as well as interviews, slideshows, and links to valuable resources.

You must be a member of the HDI community to use the app. Registration is complimentary—visit to create an account today! And be sure to subscribe to the HDI Industry Resources & Research list to ensure you receive notifications when new content is uploaded to the website and/or the app.

We’ll be adding more great content to the app in the coming months—look for the 2014 HDI Desktop Support Practices & Salary Report in April—and your feedbackwill help us make the app and our digital content the best they can be. Don’t be shy!

If you have any questions, please consult the FAQs or contact the award-winning HDI Customer Care Center at800.248.5667, 7:00 a.m. – 5:00 p.m. MDT, Monday through Friday.


Axelos launches new web site!

January 7, 2014

Axelos, the new organization that is managing ITIL, as well as a set of complementary best-practices, has launched a new web site.  Here is an extract from About Us, and a link to the new web site.

“AXELOS are a new joint venture company, created by the Cabinet Office on behalf of Her Majesty’s Government (HMG) in the United Kingdom and Capita plc to run the Best Management Practice portfolio, including the ITIL® and PRINCE2® professional standards. Our goal: to nurture best practice communities, both in the UK and on a truly worldwide scale, establishing an innovative and high quality, continuous learning and development destination that is co-designed by and co-created for those who use it.”

CEO Peter Hepworth spoke last week on launching the company 

Link to the new web site:

itSMF LA Meeting- Jan 9th!

December 11, 2013

Work Shop: Best Practices for Setting up

Configuration Management System

itSMF LIG LA Workshop – January 9th, 2014 

Union Bank Business Office, Monteey Park, CA

Date: Thursday, January 9, 2014

Time:  6:00 PM – 8:30 PM

Location: Union Bank Business Offices, 1980 Saturn Street, Monterey Park, CA 91755

Cost: $20.00 non-members /Members are free

Dinner: Provided by our sponsor;  HP Training & Education ITIL® / IT Service Management (ITSM)

Parking: Free

Dress: Business Casual

Contact: Ray Ybarra   email:  mobile:626.437.5259

When you arrive at the building, go to the reception area and reception will direct you to our meeting room.


Best Practices for Setting up a Configuration Management System

A Configuration Management System (CMS) is an essential requirement for success as a service provider.  The CMS maintains key data about services and stores important relationship information about service components needed to successfully manage services.

Without a CMS, other ITSM processes will lack needed data and information about IT services and will be much less effective.  A well-defined CMS is essential for the success of all other ITIL processes.

This session will cover:

  • Important definitions within Configuration Management
  • Core activities of the Configuration Management process
  • Best practices for scoping and identifying Configuration Items (CIs)
  • Best practices for architecting a CMS
  • CMS examples
  • Basic hands-on exercise(s) for setting up a CMS

If you need help setting up a Configuration Management System, this session is for you.


Roc Paez

IT Service Management Consultant/Instructor,  Hewlett Packard

Roc Paez has worked in the IT industry for twenty-seven years, the last twenty with Hewlett Packard. He currently delivers all courses in the ITSM curriculum and consults with customers in their implementation of ITIL and ITSM concepts. Roc’s past experiences include system and network administration, service desk analyst, course development, and education account manager.

Top Ten IT Trends for 2013 – Gartner Group

October 31, 2012

ORLANDO, Fla., October 23, 2012—

Gartner, Inc. today highlighted the top 10 technologies and trends that will be strategic for most organizations in 2013. Analysts presented their findings during Gartner Symposium/ITxpo, being held here through October 25.

Gartner defines a strategic technology as one with the potential for significant impact on the enterprise in the next three years. Factors that denote significant impact include a high potential for disruption to IT or the business, the need for a major dollar investment, or the risk of being late to adopt.

Link to complete article:

Paul, our Principal, Speaking at Upcoming itSMF LA Conference August 3rd!

July 17, 2012

Upcoming Events!

To register for these events, simply click the event link below.

Register Now!

6th Annual Excellence in Service Management

Presented by the Greater Los Angeles and San Diego Local Interest Groups

Time: August 3, 7a – 7:30p – Continental breakfast, lunch and reception will be provided

Location: The Irvine Hilton, 18800 MacArthur Blvd., Irvine, CA 92612

Cost: $25 itSMF members; $40 non-members


Jointly hosted by the Greater Los Angeles and the San Diego Local Interest Groups, this day long event features keynotes by industry luminaries, presentation tracks focused on hot industry tracks and formal workshops with techniques you can take back and implement within your organization.

As in past years, post conference training will be available to conference attendees. This year we will be offering two training classes, EXIN’s Cloud Computing Foundation and ISO27002. As in past years, conference attendance it mandatory to take advantage of the special training.


  • The IT Workforce of the Future – Barbara Gomolski – Gartner – Managing Vice President
  • Talking ITSM? – Careful you may get your mouth washed out with soap – David Mainville – CEO – CoFounder of Consulting-Portal
  • The CIO Agenda: Proactively Managing Business and Technology Change to Maximize Business Results – Pete McGarahan – CEO McGarahan & Associates
  • Jeff McKinley – ITSM Solution Specialist – Serena Software


  • 5 Steps, 120 Days, Service Excellence – Randy Steinberg – Migration Technologies
  • Casting Call! Are you the ONE we’re looking for? – Heather McSherry – Maryville Technologies


  • Defining the IT Services for the Business – Reginald Lo – Third Sky, Inc
  • Keys To Developing an Effective Reporting Framework – Paul Dooley – Optimal Connections, LLC
  • Actionable CSI: Take Your ITSM Process to the Next Level – Paul Solis – Cask, LLC
  • Maximizing Your IT Value with Well-Aligned Governance – Jason Brucker – Protiviti
  • Linking Your People With Your Process – Combining People Management and Process Management Best Practices – Bill Payne – Dell
  • Knowledge Communities, Gamification, and the Rise of Online Reputation Systems for IT and Beyond – Lawrence Eng – ServiceNow

Discounted Training | August 4, 2012 ($75 for members, $115 for non-members)

  • EXIN’s Cloud Computing Foundations
  • ISO 27002

Gartner: Ten Top IT Trends for 2012

June 14, 2012

June 5, 2012 – NetworkWorld.  Gartner kicked off its Infrastructure & Operations Management Summit here today with a “top 10” list of the most significant emerging trends that will impact information technology  into the next four or five years.

The list was presented by Gartner Chief of Research Dave Cappuccio.

The Top Ten Trends are:

1. Consumerization and the tablet: Widespread use of tablets, such as the iPad, and other mobile devices in business isn’t seen as replacing the traditional computer desktop entirely, but the tablets trend will bring about “more specific applicationsto do specific things,” Cappuccio noted, and “the days of monolithic suites” of applications seems to be going away because of it. Companies using them, including for bring-your-own-device (BYOD) use, should recognize there’s a lot of unmanaged storage in tablets and smartphones they should be managing.

2. Infinite data center: The movement toward smaller size but greater density in data centers, combined with a trend to analyze performance per kilowatt, is leading to energy management as a newer type of discipline, even for “moderately energy-intensive organizations,” by 2017, said Cappuccio, where a focus on energy-management information systems is apparent.

3. Resource management: Virtualization of servers is well along but businesses still haven’t gotten the maximum performance benefits they can get in workload management. And water use as a coolant in data centers is another trend to know about. He said data center information management (DCIM) vendors should be evaluated to see if they can bring anything to data center resource management.

4. Mobility and the personal cloud: “The whole concept of PCs is going away,” said Cappuccio, noting that employees, who today often carry multiple mobile devices, may want to use some of them under BYOD conditions in the enterprise. Not only should enterprises immediately evaluate BYOD for their own situations, and consider a “self-service culture for users,” but acknowledge that mobility is going to have a cascading effect on how internal physical infrastructure is built — or not built at all — in the future.

5. Hybrid clouds: Through next year, more than 60% of enterprises will have some form of cloud adoption, and the majority will be exploring private and public cloud techniques, in what’s called a hybrid cloud. Into the next three years, private cloud focused on service-centric delivery of IT services to the organization will emerge. Companies should be evaluating what are commodity services and move them to the public cloud, recognizing the decision to virtualize is impacting rack-based bandwidth I/O profoundly, increasing it 25 times over.

6. Fabric data centers: Evolving from server centrism to fabric infrastructure” for servers, networks and storage will mean more flexibility in workload mobility and placement based on continuously changing factors, such as number of users and time of day, said Cappuccio. Building these kinds of resource pools that can be managed and configured is worthwhile, he added.

7. IT complexity: The complexity of technical changes, combined with trend such as virtualization, mobility and cloud computing, are only increasing the complexity of IT management, he said. In this situation, what’s needed is a “generalist at a high level who can figure out what the cascade effects are,” and that kind of person in the center of things will play an increasingly important role is helping IT matters run well.

8. Storage and big data: When data storage hits a petabyte and more, suddenly there’s a lot of big data and companies would like to be able to analyze it to spot trends that could be useful to their businesses. But most of this data will be unstructured data which hasn’t been correlated in novel ways before, and there’s the challenge, said Cappuccio. But clearly companies are going to find ways based on “pattern-based strategies” to apply “intelligent analytics to this stuff.”

9. End of your service helpdesk: Mobility, consumerization of IT, the cloud — all of these trends are leading to another trend, the possible end to the traditional helpdesk. “It may be ending, or morphing,” said Cappuccio. The emerging trend is more reliance on crowdsourcing, such as the friend who knows the answer, the Web resources of vendors or blogs, and it all may mean a “transition strategy” related to how IT troubles are handled.

10. Software-defined networks virtualizing the data center: Over the next few years, there will be software-defined networks designed that have basically separated hardware from software in a way that will slowly do away with the “box-by-box” approach and “handcrafted configurations” of today, where tomorrow there will be an “automated workflow” for the next-generation data center. “These fabric-based systems are evolving that — be prepared,” said Cappuccio.

Read the Complete Article at NETWORKWORLD

10 Tips for More Effective Negotiation

May 28, 2012

Mastering the Art of Negotiation: 10 Rules For Getting What You Want How many times a day do you negotiate? If you define negotiation as “a transfer of trust”, as negotiation expert, Jack Kaine, does, you probably negotiate more frequently than you think. Jack recently spoke to a couple of my CEO Peer Advisory Boards, and here are some of his key insights.

Read the whole article:

Keys to an IT Best-Practice Reporting Framework

May 24, 2012

We have published a new White Paper on how to design, deploy, and maintain an effective IT Reporting Framework.  This is alluded to in the latest ITIL 2011 publications, as being crucial in order to make the most of the measurements and metrics you put in place.

As the old sayin goes, “it doesn’t matter how good you are if no one hears about it.”  An effective Reporting Framework can ensure that your customers hear about the value you deliver on a regular basis, users stay informed about how you are empowering them, and your IT support staff is equipped with quality knowledge that aids in better decision-making.

Get the FREE White Paper now!

itSMF LA Conference and Expo 2012

March 15, 2012
Date(s) 08/03/2012 07:30AM – 08/03/2012 07:30PM
Location: Hilton Irvine/Orange County Airport 18800 MacArthur Boulevard
Irvine CA 92612 USA

Feb 28th – itSMF OC Meeting – Plan to Attend!

February 9, 2012

IT Service Management and The Cloud

Join us for the next itSMF Orange County area meeting on Tuesday, February 28th.  We have a great speaker and topic lined up with the presentation entitled “IT Service Management & The Cloud”.

Free advice from proven industry experts!  Following this engaging presentation, you will have an opportunity to participate in an interactive exchange with Mr. Gonzalez, our Sponsor and your peers on the topic of IT Service Management in the Cloud. This is your opportunity to ask questions or provide advice on real world issues to aid you with your ITIL/ITSM transformation initiatives. 

Date:      Tuesday, February 28th 

Time:     6:00 – 9:00 PM

Location:  Pacific Life Insurance, 700 Newport Center Dr., Newport Beach, CA 92660

Cost: Free

Dinner: TBD



6:00 PM   Registration, Networking (bring your business card) and Free Dinner  

6:30 PM   itSMF Introductions, Current Business 

6:45 PM   A Word from Our Sponsor, Eric Marks, President and CEO of AgilePath Corporation.

7:00 PM   Dinner 

7:30 PM   “IT Service Management & The Cloud” – Kenneth Gonzalez

8:30 PM   Q&A and Interactive Discussion

9:00 PM   Meeting Adjourned 

See you there!