itSMF Estonia 2013

This was second time I attended and was a speaker at the itSMF Estonia conference which is held in December in Tallinn. Last year it was on 12.12.12 and this year, as you might guess, 11.12.13. The conference is small, there is only one track, no tradeshow and the conference lasts only one day. This might be the reason that not many Finns attend it but it is a mistake to think small means less value.

The person behind the conference program is Kaimar Karu and he does an excellent job of picking interesting speakers and creating a rich program. From the speaker’s perspective the single track means that everyone is a “keynote”, i.e. the room is packed. This clearly helps people to perform best. There are no sessions with empty seats eating the presenter’s energy and this benefits the audience far more than having a wide selection of mediocre presentations.

For me there was the added value of having the CEO of Axelos, Peter Hepworth listening to my Service Desk 2.0 presentation. Axelos is the new owner of ITIL and the other OGC frameworks. In my presentation I tried to convince the audience that current ITIL Service Desk and the relevant processes are an obsolete model from 1980’s and that we really have to understand that customer support needs to change.

Patrick Bolger continued on the same track in his presentation after me and I think we did make a rather convincing case about the need to fix ITIL soon.

The presentation are available at and I am not going to comment more on them, just a few tweets

Love @patb0512 s Mission Impossible analogy of #ITIL #itSMFEstonia

A team for Devops is one more silo, bad idea. @kaimarkaru #itSMFEstonia

Is SMO Service Management office also an unnecessary silo?

Vala Afshar @ValaAfshar (was not there but we discussed this tweet as Barclay Rae RT’d it during the session):

It is always simple until you make it more complicated. Efficiency is more about subtraction, not addition.


There was a group discussion with Peter Hepworth at the end of the conference and I did get the feeling that there is actually hope for ITIL. I understand that from a short term perspective it would be best not to make any major changes in ITIL as this might hurt the training industry but it might be too slow to fix ITIL with slow evolutionary changes.

This is a great opportunity as Peter said a few times and I’m beginning to have a more positive view of the Axelos deal. Let’s see what happens!



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