Quotes from Fusion 14: HDI and itSMF USA's Conference for Service Management held October 19 -22, 2014 in Washington, DC.

1. THE QUOTES
The best quotes from HDI and itSMF USA’s
conference for IT service management.
ENGAGE. TRANSFORM. SUCCEED. AMERICAS.G2G3.COM

2. Asking ”WHY" multiple
times may show
relationships between
problems and root
causes.
Jayne Groll
@ITSM_Jayne
Photo: Gisela Giardino via Creative Commons
ENGAGE. TRANSFORM. SUCCEED. AMERICAS.G2G3.COM

3. If you haven't won the
HEARTS and MINDS of the
people, your ITSM program
will fail.
David Mainville
@Mainville
Photo: Sammis Reachers via Creative Commons
ENGAGE. TRANSFORM. SUCCEED. AMERICAS.G2G3.COM

4. When you achieve your
dreams, it is not what you get,
it's who you become.
Diana Nyad
Photo: Luke Detwiler via Creative Commons
ENGAGE. TRANSFORM. SUCCEED. AMERICAS.G2G3.COM

5. How well do you
KNOW your
employees?
Learn about them to
break down barriers.
Eddie Vidal
@eddievidal
Photo: Giuseppie Bognanni via Creative Commons
ENGAGE. TRANSFORM. SUCCEED. AMERICAS.G2G3.COM

6. I think DevOps is the same thing with a very
different name for explaining ITSM and cloud.
John Clark
@CyberJMC66
ENGAGE. TRANSFORM. SUCCEED. AMERICAS.G2G3.COM

7. EVERY time
someone
suggests
something new to
measure, STOP
MEASURING THREE
other things.
Matt Hooper
@VigilantGuy Photo: Kurtis Garbutt via Creative Commons
ENGAGE. TRANSFORM. SUCCEED. AMERICAS.G2G3.COM

8. Don’t do
anything
without
ENTHUSIA
STIC
agreement
between
both
parties.
Thom Salo
@theITColonel Photo: Momo via Creative Commons
ENGAGE. TRANSFORM. SUCCEED. AMERICAS.G2G3.COM

9. Do not sit in a
meeting of IT
managers and make
decisions for your
customers. ASK YOUR
CUSTOMERS.
Rae Ann Bruno
@RaeAnnBruno
Photo: InfusionSoft via Creative Commons
ENGAGE. TRANSFORM. SUCCEED. AMERICAS.G2G3.COM

10. You won't know
you're
SUCCESSFUL in
telling a story
until you hear
people telling it
TO SOMEONE ELSE.
Kirk Weisler
@kirkweisler
Photo: Kris Krug via Creative Commons
ENGAGE. TRANSFORM. SUCCEED. AMERICAS.G2G3.COM

11. BREAK
is the
important part
of
breakthrough.
Matthew May
@MatthewEMay
Photo: dfinnecy via Creative Commons
ENGAGE. TRANSFORM. SUCCEED. AMERICAS.G2G3.COM

12. Learn to act,
not REACT.
Tim Gard
@funwithtim
Photo: Quinn Dombrowski via Creative Commons
ENGAGE. TRANSFORM. SUCCEED. AMERICAS.G2G3.COM

13. There is not a SUCCESSFUL parent on the
planet who's only ever had to say
something ONCE.
Kirk Weisler
@kirkweisler
Photo: Ana Jutatip via Creative Commons
ENGAGE. TRANSFORM. SUCCEED. AMERICAS.G2G3.COM

14. Making
people laugh
is a great
change agent.
Tim Gard
@funwithtim
Photo: Kathy via Creative Commons
ENGAGE. TRANSFORM. SUCCEED. AMERICAS.G2G3.COM

15. Photo: esSos.devia Creative Commons
Being a good
leader or
manager is
understanding
people NOT
like you.
Connie Podesta
@Connie_Podesta
ENGAGE. TRANSFORM. SUCCEED. AMERICAS.G2G3.COM

16. TELL PEOPLE
WHAT YOU CAN DO
TELL ‘EM
WHAT YOU CAN’T DO
DON’T TELL THEM
WHAT YOUR POLICY IS
Tim Gard
@funwithtim
ENGAGE. TRANSFORM. SUCCEED. AMERICAS.G2G3.COM

17. Congratulations to this year’s itSMF USA award
recipients:
Award Recipient
Member of the Year Lisa Kaas
itSMF USA Local Interest Group of the Year Los Angeles
Special Interest Group of the Year Higher Education
President's Award Recipient Eddie Vidal
Western Region Project of the Year
(AlsoUSA Project of the Year, Overall)
Los Angeles County
Central Region Project of the Year Medtronic
Eastern Region Project of the Year McMaster University
ENGAGE. TRANSFORM. SUCCEED. AMERICAS.G2G3.COM

18. See you next year! November 1 - 4, 2015
@G2G3Americas
americas.g2g3.com
972-381-0077
ENGAGE. TRANSFORM. SUCCEED. AMERICAS.G2G3.COM