1. Service Management
Call to Action

2. Ask Yourself:
How long have we been ‘adopting ITIL’?
Overall, how much have we invested in people, process, products
and partners?
In terms of IT value, has it been a good investment?
Can we articulate the business value?
Has it helped us better understand the needs of our customers?
Can we demonstrate how IT contributes to overall business
objectives?

3. We as individuals within the Service Management community do declare that our industry has
become stagnated by a systemic and fundamentally broken set of attitudes and behaviors, as
evidenced below:
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Operating models that are broken.
Failure to recognize and take action on shifting business opportunities.
An industry that is built around old paradigms and is failing to recognize the new ones.
Failure to champion individuals and equip them with proper competencies.
The Service Management community MUST change. A fundamental transformation is needed. In
order to bring about a necessary transformation, we are issuing this call to action.
We as Service Management professionals commit to:
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Refocus our attention on a set of core values that help to enable individuals, leaders, businesses
and communities.
Increase the access to open, timely and relevant knowledge.
Improve the agility, creativity and adaptability of our organizations.
Fulfill our essential duty to provide value to our organizations and customers.
We appeal to the members of our networks and communities to join us in this movement.
We ask that you adopt the values and support the rights that are essential to move our industry
forward.
We are practitioners, consultants, vendors, leaders, executives and educators.
We are the business.

4. Initial Signers
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Carlos Casanova
Shane Carlson
Glenn O'Donnell
Mark Smalley
Deborah Anthony
Jayne Groll
Paul Wilkinson
Christopher Dancy
Robert Stroud
Matthew Hooper
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Patrick Bolger
Roy Atkinson
Barclay Rae
Mauricio Corona
Matthew Beran
Randy Steinberg
Charles Araujo
Mark Kawasaki
Stephen Mann
John Custy
David Cannon

5. Universal Declaration of Information Rights
CIVIC RIGHTS
1. Right to creatively express yourself via any medium regardless of affiliations
or associations.
2. Right to full transparency in workplace performance metrics.
3. Right to wellness and productivity tools, applications and services.
POLITICAL RIGHTS
1. Right to create, participate and leave communities.
2. Right to access information regardless of membership, institution and walled
bodies of knowledge.
3. Right to seek and express opposing points of view.
ECONOMIC RIGHTS
1. Right to create and share non-proprietary information.
2. Right to be fairly compensated for effort.
3. Right to portable identity.
*These are drafts and subject to review and input from the broader SM Community

6. Universal Declaration of Information Rights (Cont.)
CULTURAL RIGHTS
1. Right to observe local customs and traditions.
2. Right to celebrate stateless customs of digital existence.
3. Right to localized digital resources.
SOCIAL RIGHTS
1. Right to a free and open source of knowledge.
2. Right to be your temporal authentic self.
3. Right to digital self-actualization.
Individually we have the inalienable right not to participate in digital culture.
*These are drafts and subject to review and input from the broader SM Community

7. We are uncovering ways of meeting business needs through Service
Management. Our achievements, experiences and insights compel us to
adopt these values:
While there is value to the items on the right, we value the items on the left
more.
Thanks to the Agile Manifesto for inspiration.
*These are drafts and subject to review and input from the broader SM Community

8. Next Steps
• Bring in more people
• Have conversations
• Formalize some key deliverables
(Formed openly in the community and shared)

9. Join the Movement
• To add your name to the Call to Action:
SMCongress.org