University ITSM

Dave Howard from Toyota Financial Services gave this talk on release management.
At the moment, I can't find my notes.  The main thing I remember is that they have created a release process for any new environment.  For each environment needed for a project (e.g. dev, test, and prod), you have to go through a process of architecture design creation and review, specification creation and review, and finally the actual build.

Dalibor Petrovic from Deloitte gave this very dense talk on IT strategy.  He had a lot of good content--he just needs a half-day workshop to cover it in a way that allows the listener to absorb all the good points he's making.  He has the most certificates of anyone I've ever met, and he wrote about IT Service Management for his MBA thesis.
He said that IT fails for these ten reasons:

Here are links to blog entries for the sessions I attended today (Monday) at itSMF Fusion 2009:

• itSMF Fusion 2009: Ask the Expert--Continual Service Improvement
• itSMF Fusion 2009: Keynote by Dr. Jackie Freiberg
• itSMF Fusion 2009: ITSM+PMO=NWO
• itSMF Fusion 2009: Accelerated ISO/IEC 20000 Adoption Case Study
• itSMF Fusion 2009: Rethinking Key Performance Indicators (KPIs) During an Economic Downturn
• itSMF Fusion 2009: Vroom! Running IT Like a Business

David Coyle from Gartner spoke, and then led a panel discussion, about "Running IT Like a Business."
IT is no longer a monopoly.  Business people are pretty smart at IT nowadays.  IT must compete and maintain its position as a trusted advisor.  The business can make their own decisions, such as purchasing an account with salesforce.com.

Link Alander and Shah Ardalan from the Lone Star College System (LSCS) gave this presentation.  LSCS has over 65,000 students and is growing at 5-8% a year.
They initially had difficulty in instituting metrics; IT in particular had been dodging measurement since Y2K--saying they were too busy, or that IT was changing too quickly.  They have four particular areas of focus:

Victoria White, the Fermilab CIO, gave this talk.  Her group maintains "classic IT," the infrastructure, and the R&D supporting Fermilab's research.  She did a really good job of explaining their environment, e.g. they have over 16 petabytes of research data.  Their users expect 24x7 service and uptime.

Robbin Trusty of Austin Energy gave a presentation, "ITSM+PMO=NWO".  Austin Energy has been working on integrating ITSM into their PMO.  They have not gotten very far in their implementation, but Robbin had some neat ideas.

Caveat lector: these are my notes, which are in no way a complete summary of this keynote.
Dr. Jackie Freiberg, author of "Boom!  7 Choices for Blowing the Doors Off Business-As-Usual," gave a motivational keynote to begin the conference.  Her slides and other materials were going to be posted at http://www.frieburgs.com/itsmf.

I attended Troy DuMoulin's "Ask the Expert--Continual Service Improvement" breakfast club discussion this morning (although I arrived a couple of minutes late).  Here are some notes from the talk:

John Beachboard and Dhiraj Gupta wrapped up the academic forum.  Around 20 universities from four different countries attended.  Attendees received copies via USB drive of presentation materials, plus materials and course syllabi.
There were several action items--they hope to establish a wiki for inter-University course content generation.  I hope to become a liaison between the academic forum members and the itSMF Higher Education SIG.