The ITSM Academy team who attended Fusion (Jayne, Lisa, Donna, Mike and Chantell) each contributed their top 2 learnings from this Fantastic conference.... for your reading pleasure ;-)

1. YouTube Video‟s:
Donna Knapp, This Week on Campus
Lisa Schwartz, Fusion vlog

2. 
The ITSM industry continues to grow, change
and morph
◦ New practitioner organizations, new participants
and new vendors were all present
◦ Industry luminaries brought their experience and
knowledge to those eager to learn
◦ Common themes mixed with new topics and ideas
in the sessions and in the halls
ITSM Academy Fusion Wrap Up

3. Fusion13 was really exceptional, we all thought it was the
best Fusion conference in years! What made it so different
was the addition of:

The Expert Track
◦ For the experienced professional who wanted to go beyond the
traditional ITSM presentations
◦ Dynamic and interactive sessions

REVNET – The “Revolutionary Network”
◦ A group of ITSM leaders (including the Academy‟s own Jayne Groll)
came together to share thoughts about ITSM challenges and
opportunities
◦ They presented their outcomes at the final session of the Expert
Track; to read more, please visit www.smcongress.com
◦ On Twitter: @SMCongress - #SMCongress
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ITSM Academy Fusion Wrap Up

4. 
The Service Management Congress was established to
help SM professionals re-commit to:
◦ Refocusing our attention on a set of core values that
help to enable individuals, leaders, businesses and
communities
◦ Increasing the access to open, timely and relevant
knowledge
◦ Improving the agility, creativity and adaptability of
our organizations
◦ Fulfilling our essential duty to provide value to our
organizations and customers
ITSM Academy Fusion Wrap Up
www.smcongress.org

5. #ILoveMyJob
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From Glenn O‟Donnell‟s presentation

6. 


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“The Agile Manifesto is NOT the antithesis of ITSM, it's the
enlightenment.” – Jayne Groll @ITSM_Jayne
“All companies are technology companies that sell a
commodity – You are not a bank, but a technology
company that sells banking services.” – Matt Hooper
@VigilantGuy
“Don‟t get „computers‟ mixed up with technology…there
was a time when a pad of paper and a pencil were
considered technology.” – Michael Cardinal @MJ_Cardinal
“Use Service Level Commitments in lieu of Agreements –
Give your word.” – Malcolm Fry
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ITSM Academy Fusion Wrap Up
“Quotable Folks”

7. 
There is a rapidly increasing interest in
DevOps and Agile
◦ DevOps to create a cohesive culture and improve
the ability to handle rapid changes and releases
◦ Agile/Scrum to improve workflows on all levels
 Process design
 Continual service improvement
 Software development
ITSM Academy Fusion Wrap Up

8. 
We‟ve always known a pragmatic approach to
service management works best…this year
brought us sessions ranging from
◦ One organization that was challenged by the
business to make less frequent changes resulting in
6 major releases per year
◦ Other organizations that are adopting DevOps in an
effort to make more frequent releases
The bottom line…
Listen to the Business!
ITSM Academy Fusion Wrap Up

9. Support organizations exist in all stages of maturity.
Proactive
Reactive
Help
Desk
ITSM Academy Fusion Wrap Up
Service
Desk
Business
Productivity
Team
Strategic
The bottom line…
Focus on helping people be
more productive!

10. 
Several sessions focused on the need to
continue to drive organizational change in
organizations
◦ Continue to move from reactive to proactive
cultures
◦ See people as people, not as assets
◦ Focus on talents and skills as a driver
of success
ITSM Academy Fusion Wrap Up

11. 
Cindy Solomon – one of the keynote speakers
◦ “…will help you unlock your courage potential and
help you identify how you can make a difference in
your career and for your company.”

They were NOT kidding, it was a very
informative, thought-provoking and inspiring
session
About the Speaker
Cindy Solomon’s innovative programs were born out of personal insights from her time as a senior leader in corporate America, and
the vast experience she has gathered as a renowned strategic consultant. Cindy is currently the president of Solomon & Associates,
Inc., and her insights regarding leadership, customer service, and loyalty have been featured in numerous publications, including her
latest book, Creating a Culture of Courage: The Courage Challenge Workbook (2011).
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ITSM Academy Fusion Wrap Up

12. The Cold, Hard, Ugly Truth About Success – Overall, everything
gets better when you get better.

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Be Responsible – You can‟t fix anyone else but yourself. So start
here and be responsible for your actions. No one can make you feel
bad – only you can make you feel bad. If you say you‟re going to do
it – then DO IT!
If you broke it, fix it – The problem with most businesses is that
when you screw up, you look for someone else to blame for your
mistakes. Just own it, fix it and move on. Dwelling on and
rehashing something just leads to more failure.
Just be Nice – if you want good employees, be nice. If you want
good customers, be nice. If you want good relationships, be
nice. See where he‟s going with this “JUST BE NICE”.
“Good People Do Stupid, Idiotic Things. Criticize the Action,
The Behavior and the Result, but NOT the Person.”
ITSM Academy Fusion Wrap Up

13. 

Reach out to our team to get (the rest of)
the scoop or – info@itsmacademy.com
Watch our YouTube Video‟s:
◦ This Week “off” Campus with Donna Knapp - @ITSM_Donna
◦ Fusion Wrap-up with Lisa Schwartz - @ITSM_Lisa

Join us in DC!
ITSM Academy Fusion Wrap Up