itSMF Singapore Newsletter
October 2016

Greetings from  itSMF Singapore Chapter.

In this eNewsletter:
  • "The New World: What Does Agile and DevOps Mean for ITSM and ITIL®?"
  • Event Wrap - itSMF September Seminar - "An end-to-end problem solving approach for Incident and Problem Management... and how DevOps might change the game"" 
  • Upcoming Event: itSMF Nov Seminar - "Leading Change: Kotter's 8-Step Model"
  • Upcoming Partner Events: "NOW Forum"
  • Upcoming Partner Events: "CSX Conference" 

The New World: What Does Agile and DevOps Mean for ITSM and ITIL®?
Authors - Charles T. Betz and Christoph Goldenstern

You'd have to be living under a rock to have missed  the impact of Agile and DevOps on all things IT  lately. From startups to the largest enterprises on the  planet, Agile and related techniques are transforming  how IT is planned, built, delivered and operated. 

What does this transformation mean for IT service  management professionals and their preferred  framework, ITIL? Much. DevOps has changed the  conversation in unexpected ways. For example, it  was long assumed that change was the enemy of
stability, and so organizations opted for infrequent,  "well-planned" releases - which never seemed to  work that well.

Then along came DevOps. "10 Deploys a Day  at Flickr" was the first rallying cry during 2009.  Surely, its systems must be crashing constantly?  No, they weren't. When Continuous Delivery is  well understood and performed correctly, systems  stability improves. Only for Silicon Valley startups,  right? During September 2016, Barclays Bank stated  that the more frequently its 800 Agile application  teams deploy, the more stable its services. At all  scales, it's clear that smaller, more incremental  changes to complex systems are lower risk and  promote stability. In addition, the fast feedback of  those small, incremental changes enables a new  culture of learning based on testing hypotheses by  bringing (in Lean Startup terms) Minimum Viable  Products quickly to the customer.

What's occurring and what might this mean for the  established enterprise versus a start-up organization?  One way to understand the impact of Agile and  DevOps is through a scaling or "emergence" model.

The trouble with frameworks, such as ITIL and COBIT, is that they are presented at an enterprise scale. The framework may state that it should be adapted to the needs of the particular enterprise; but exactly how to do this is often left to consultants. 

What works for a large enterprise may not make sense for a start-up. Verne Harnish in the book, Scaling Up, observes that there are natural clusters of firms at certain sizes:

* 1-3 employees

* 8-12 employees
* 40-70 employees
* 350-500 employees
* 2,500-3,500 employees

The scaling process can help us understand current debates in the industry, such as "DevOps versus ITIL." Think about IT processes in these terms. Would you recommend a full-blown change management process for a 10-person firm? Could you run a  3,000-person company without one? At what point would you introduce one, and why? What other processes would you introduce and when? 

Agile works well in smaller contexts. It is team-oriented, and companies of all sizes increasingly are realizing that the collaborative team is where value is produced. Well-established research has shown that collaborative cultures outperform all other cultures (including competitive cultures). A 10-person company is a team, but a 50-person company must think of itself as a "team of teams." (read the rest of the article here)
Event Wrap - itSMF  September 
Seminar - "An end-to-end problem solving approach for Incident and Problem Management... and how DevOps might change the game

itSMF Singapore Chapter recent event on 20Sep  2016 was very well received and appreciated by both members and industry participants. 
Our esteemed speaker from KT Christoph Goldenstern shared about the "pressure cooker" in IT Operations, and how it is related to (Major) Incident and Problem Management. He also touched on the value of consistent, quality troubleshooting and discusses the new IT paradigm of 'DevOps', its objectives, what it means to an ITIL-based operation and how this could change the ways in which functions like Incident and Problem Management are operated today. With his experience, expertise and insights, participants were able to learn and gained new knowledge and updates on some of the industry best practices. 
We sincerely thank our sponsor. 


Upcoming Event -

"L eading Change: Kotter's 8-Step Model"  

Every IT leader should know about Kotter's 8-Step Model for leading and implementing change!

"Leading Change" is recognized as one of the all-time best business books and the definitive work on the subject. Harvard Business School Professor, John P. Kotter, methodically and carefully explains his 8-step process for leading and managing major organizational change in an easy to understand fashion. "Leading Change" captures his wealth of knowledge and experience working with major companies all over the world. Professor Kotter takes concepts like leadership, urgency, vision, strategy, quick wins, and communication and puts them in well-explained, practical terms that anyone can follow.

If you are a manager at any level of your IT organization who is currently leading any aspect of a change (and today it's an ongoing occurrence!), understanding Kotter's 8-step change process is a must join Karen in this not-to-be-missed session.

Speaker Profile:
Karen Chua

Management Consultant, Pink Elephant

ITIL Expert® , CGEIT®, Organizational Change Management Registered Practitioner



Karen Chua has been an IT Professional since 2000.  She started as a software engineer doing software development before focusing on IT Service Management in 2002.  She has many years of practitioner experience in ITIL ®  Process Implementation and Improvement.  In particular, she set up a regional Service Desk and implemented several ITIL processes.

With an outgoing personality, she has worked with multinational corporations in various industries including government agency, Supply Chain, Banking & Finance, and Education. 

As a Consultant, she not only conducts certification courses and consults with organisations, she is also very passionate in sharing her knowledge.


Thursday, 03Nov 2016
7.00pm to 9.00pm
* Registrations & Refreshments start from 6:30pm6.30 PM

National Volunteer & Philanthropy Centre (NVPC),   MPH1
6 Eu Tong Sen Street 
#04-88, Clark Quay Central 
Singapore 059817
(How to get there)

itSMF Members:    
Each itSMF Member can bring one Guest for Free.
*At Registration, Guest to indicate itSMF member name).

NTUC/ U Associate Members: S$25.00    
(Early Bird till 16 Oct 2016)
Normal: S$60.00

Non-Members: S$30.00 (Early Bird till 16 Oct 2016)
Normal: S$60.00
About Pink Elephant

A premier global training, consulting and conference service provider, Pink Elephant has an undisputed reputation for leading the way. We're proud of our pioneering and innovative spirit, which has enabled us to introduce and spearhead many revolutionary concepts and programs since our inception forty years ago.

We sincerely thank our sponsor


Upcoming Partner Event | 1 Nov 2016
"NOW Singapore

Hi ITSMF Professionals,

You are invited to NowForum where professionals from every corner of the enterprise gather to learn about how the service revolution can transform your business.

Join us as ServiceNow executives and customers take the stage to share insights into a future fueled by service. Meet the industry's most innovative business and IT leaders, and learn how service can drive operational improvements across your organisation. 

This complimentary one-day event is packed with inspirational insights and practical information, including real-world customer case studies and thought leader keynotes, as well as opportunities to connect with ServiceNow experts to learn about our newest innovations and product roadmaps.

Register today to secure your place!

We look forward to welcoming you and your colleagues at NowForum Singapore! 

Kind Regards

Jimmy Fitzgerald
Vice President, APJ
Upcoming Partner Event | 14-16 Nov  
"CSX Conference "

Save Now with the Cyber Security Awareness Month Discount on CSX 2016 Asia Pacific-
and Bring a Friend for FREE!

Don't miss out on your chance to save on Asia Pacific's history-making cyber event:  CSX 2016 Asia Pacific Conference in Singapore,  14-16 November 2016 .

cyber security's trends and threats
ideas and innovations
at defending your enterprise

Eddie Schwartz 
President and COO White Ops, Inc.

Connect with experts, leaders and fellow professionals in cyber security, technology and business.

Gain fresh insight and new inspiration from dynamic keynotes: CNN'sRichard Quest, Ashkan Soltani, Justine Bone, Eddie Schwartz andWIRED's Greg Williams.

Choose from 40 cutting edge cyber sessions in track focuses that include:

Identify | Protect | Detect | Respond | Recover

Plus, indulge your spirit for competition in the CSX Cyber Challenge-
Sign up when you secure your conference place-and make new connections at the Connecting Women Leaders in Technology networking event on Tuesday, 15 November !

Earn up to 32 CPE hours for the cyber event presented by ISACA®'s Cybersecurity Nexus™ (CSX)and the Cybersecurity Fundamentals pre-
conference workshop starting Saturday, 12 November !

Help us celebrate this inaugural event by inviting a friend-the next 50 registrants can bring a friend for FREE!** Hurry, the Bring-a-Friend-For FREE Discount and other savings end, and online registration closes, in just three weeks on 4 November !

Save now with the Cyber Security Awareness Month Discount on inaugural pricing!
Marina Bay Sands Singapore allows smoking in restricted areas of the venue.


If registration fees are not paid in full by 4 November 2016, the attendee will receive onsite rate of US $495 ISACA member/ US $595 non-member.
**Once you register and pay, a discount code will be emailed to you. Give the discount code to one of your friends. Your friend can then apply the code during the online registration process to register for the conference at no charge-fees for optional pre-conference workshop will still apply. Offer limited to the next 50 discounted registrants and to one friend per full-paid registrant. Bring-a-Friend-for-FREE Inaugural Discount is available for online registrations only and expires 7 November 2016, or earlier once 50 discounts have been redeemed, or at the discretion of ISACA.