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Resources, Best Practices, and Solutions for ITSM Pros

Cherwell Speaks at Pink 13 ITSM Conference

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Right on the heels of Chinese New Year, the Bellagio is still aptly decorated in red and gold. But after snaking your way through the casino and past the massive poolside balconies, it’s all pink—Pink 13 that is, one of the largest IT Service Management conferences in the world. If you’re lucky enough to make it to Pink 13, and we know that many of you are, make sure you stop by the Cherwell Software booth (#102) to meet our team and collaborate with our ITSM experts on your biggest challenges. While you’re there, try to unlock the cash box too. We’re giving away hundred dollar bills with the best odds in Vegas.

In addition to the trade show floor, more than 160 ITSM sessions are led by ITSM industry pros and luminaries including Cherwell Software’s CTO Arlen Feldman and Cherwell evangelist Matt Neigh.

Arlen tackled some of the challenges and trade-offs related to security and the cloud—identity and user management in particular. A hot topic? I should say so. Just last year, Gartner analysts noted in a security briefing that threats to enterprise data intrinsically evolve faster than defense mechanisms, and Steve Wozniak warned, “With the cloud, you don’t own anything. You already signed it away…The more we transfer everything onto the Web, onto the cloud, the less we’re going to have control over it.”

Matt led a breakfast session during which he shared insights on change management from an ROI perspective. Did you know that an estimated 80 percent of service desk fires in a complex IT infrastructure are caused by unplanned or failed changes? You can’t ignore the economic implications of that to an already strapped service desk and to a business’s bottom line. If you missed the session, don’t worry. Cherwell will host a follow up webinar in March, so stay tuned for details.

What else are people talking about at Pink 13? Here are a few highlights to think about today:

  • IT is not a department; it’s a competency.
  • The mentality is to be the hero who puts out the fire rather than prevent the fire.
  • Put business outcomes as a placeholder CI in your CMDB to identify temporary impact.
  • There are no more IT projects, just business projects.
  • The 2009 Hudson plane crash yielded 12 recommendations. None have been implemented.

What are some of your takeaways from Pink 13?

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