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The Future of ITSM - Looking back on an interesting local itSMF event

Michael Pott (michael_pott) ‎12-18-2012 07:29 AM - edited ‎09-27-2015 08:00 PM

While most of the HP Discover attendees already were on their way to Frankfurt, I visited another interesting event, solely focusing on ITSM. It was the 2012 convention of the local itSMF Chapter in Germany, Kassel on Dec 3-4. So, why was this interesting?


The whole event was under the motto of "The Future of ITSM", an interesting umbrella theme promising a lot of exciting content in the forefront of the event, and it was larger than I expected. I did not see official registration or attendee numbers but I estimate that about 300-400 people, including vendors and consulting firms etc were there.


Also reflecting the size of the event, there was an incredible number of presentations and roundtable style birds of a feather sessions. In total there were 2 days, each packed with 5 tracks of presentations covering a great deal of ITSM themes:


  • ITSM Basics I & II
  • Mobile Devices
  • IT Control
  • IT Sourcing, Retained Organization

Last but not least, HP at a booth informed about HP ITSM solutions. Here, many interested attendees took the opportunity to meet, discuss and get a demo of HP Service Anywhere, HP's brand-new ITSM SaaS solution. You can find more information on HP Service Anywhere on


My colleagues led 2 birds of a feather sessions, Social IT Service Desk for Digital Natives and Change and Configuration Management – find out how to make it right. While it appears to me that many IT organizations are still further improving core processes like incident, problem and change management, I sensed again a growing demand for service catalog and request management related themes but also a ramping interest in social media themes. Social media changes the way we all communicate and work day-to-day, and IT organizations increasingly seek to understand how this impacts IT Service Management and related tools.


Although it was a local event, and although most sessions were done in German language,  it provided excellent insight into global ITSM themes.


  • It confirmed major ITSM trends like mobility, social media, cloud and bringing ops and apps silos more together (aka devops).
  • It demonstrated that ITSM is still a very hot topic on top of minds across industries. Driven by the complexity of technologies and by the growing user demand for true service delivery and ease-of-everything it looks like ITSM is more important for IT organizations than ever before to become a trusted partner to the business and to stay competitive.
  • It showed that IT organizations are going up the ITSM "maturity curve" by reaching beyond the "classic" ITSM disciplines.

For more information, you may want to check the detailed agenda and (if you have an itSMF account), download the presentations. If you wonder whether there is a local itSMF event coming next to you, here is a list of itSMF events coming in 2013.


What is the future of ITSM in your IT organization? What are your hot ITSM topics for 2013? Mobility? Cloud? Social? SaaS? DevOps? Something else?


Have a nice day,
Michael Pott


PS: Just in case this is my last blog post for this year: Wherever you are in the world, I wish you some relaxing holidays and all the best for the year and the future ahead of us.



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About the Author


Michael Pott is a Product Marketing Manager for HPE ITSM Solutions. Responsibilities include out-bound marketing and sales enablement. Michael joined HP in 1989 and has held various positions in HP Software since 1996. In product marketing and product management Michael worked on different areas of the IT management software market, such as market analysis, sales content development and business planning for a broad range of products such as HP Operations Manager and HP Universal CMDB.

Global Service Manager on ‎12-20-2012 02:00 PM

It sounds very interesting.

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