Trip Report from ITSMF Fusion 09

Wanted to take a few moments to summarize the results from ITSMF 09...lots of good things going on, but here are the main highlights we saw.

- Show was smaller than previous years but attendance was better than expected...about 1200

- Most of the enterprises attending were well into at least substantial operational adoption of ITIL good practices.

- Attendance was especially high at programs discussing metrics, SLAs, service catalogs, and there was a strong turnout for "ask the expert" sections with several ITIL co-authors

- The keynote from Dr. Jackie Freiberg was powerful and compelling. The author of NUTS!, about Herb Kelleher of Southwest Airlines and BOOM! 7 Choices for Blowing the Doors off Business as Usual inspired us to move beyond "dead people walking" to embrace infusing our work and learning programs with energy, creativity, and active servant leadership.

- Plenty of tool vendors selling many of the same capabilities...as always, tools can be very helpful in supporting many aspects of your service mgmt initiative, but service and outcomes come first.