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annual report to chapters
2008/09
itSMFI annual
report to chapters
message from Message from the Chairman of the
Board – Sharon Taylor
the Chairman It is my pleasure as the Chairman of the Board to
provide you with the 2008/2009 Annual Report of
of the Board the itSMF International.
It has been tradition in past years to present the
company yearly progress as a series of reports
delivered at the itSMFI Annual General Meeting. Over
the past year, the itSMFI has experienced significant
change as part of our renewal programme. As such the
Board of Management have agreed that an official
Annual Report is a new tradition we will introduce as
part of better, more transparent governance and
management of the itSMFI organization.
I hope you will find this report informative,
innovative and a reflection of the diligent efforts
of your Board to continually improve the stability,
professional management and prosperity of the itSMFI
organization and the itSMF movement globally.
As itSMF International celebrates its 6th year of
existence as the umbrella organization for all the
itSMF Chapters, those of you who have been long-
time members of your Chapters will undoubtedly
agree that the magnitude of growth and change
this movement has experienced has required the
International organization to be fluid, responsive
and adaptive as we strengthen our foundation and
footprint as the industry authority for IT Service
Management.
As a movement, we have endured some difficult times
in the economic downturn, some rapid growth in a
positive economy and continue to refine our
strengths, overcome our weaknesses and build an
unwavering momentum for the membership loyalty
to what itSMF represents.
There have been exciting and difficult times behind
us and there will continue to be in our future. Your
Board continues to be at the forefront of this,
creating, refining and representing your global
interests with integrity, dedication and collaboration.
1
About the itSMF movement
The itSMF organization was created in 1991 and has developed over 17 years into the global, multi-million
dollar movement that it is today. The movement is now recognized worldwide as the centre of excellence and
knowledge on all aspects of Service Management and specifically ITIL. In fact Service Management and ITIL
would not be where they are today without the involvement of itSMF. The itSMF movement has been
instrumental in the promotion of Service Management as both an industry and a profession.
2
itSMF International
itSMF International
The itSMF was created by the then Chapters, c) CDASC: Chapter support and the development of
to globally represent and co-ordinate all of the new Chapters and support of new and emerging
individual Chapters and their activities together into Chapters to establish new markets with:
a well governed global organization operating
a) Start up package
consistently in all regions of the world. The value
that itSMFI brings to this area can be summarised b) Assisting them in their activities
with the following activities:
c) Subsidising their activities
• A global focal point for all matters of Service
d) Coaching and mentoring of the new and emerging
Management
Chapter personnel
• Portfolios and activities: publications,
• Encouraging all Chapters to promote best practices
certifications and qualifications, IPR, Brand
and certifications like ITIL V3 and COBIT and
marketing, grants for developing Chapters and
ISO 20000
supporting material
• Webinars and podcasts
• Co-ordination of the itSMF’s global resources
• Promotion and development of the Service
• Liaison and communication with industry
Management industry by:
organizations including OGC, TSO, ISO, BSI, IQB,
ISACA, BCS and SFIA a) Global marketing, publicising and communication
• Providing a route to market and opportunities to b) Acting as Service Management “hub” and body
present, exhibit and promote at itSMF Conferences of knowledge, by influencing and leading the
all over the world market place
• Providing an opportunity to present and network c) Contributing to the development and quality of
with the key Service Management leaders at the best practices and standards as architects, authors,
itSMF International Chapter Leadership Conference advisers, contributors and reviewers
(CLC). A global conference for the leadership of d) Developing intellectual capital through
the leading organizations and personnel in IT publications and endorsing them with the
Service Management that could be a most valuable itSMF brand
platform for all stakeholders including OGC, APMG
and TSO, to present and network e) Translating industry publications and reviews
of translated material, examinations and
• Providing subject matter and industry matter qualifications
expertise representation on the ITIL Qualifications
Board to assist with the management and f) Establishing and developing new markets, with
governance of the ITIL V3 Qualifications Scheme the existing and new Chapters
• Establishing International committees, to provide g) Providing international and national itSMF
focus on specific areas of development of the websites, in many different languages
industry h) Research and development activities within the
a) IPESC: providing resources and expertise in the Service Management industry and liaison with
production and translation of Service Management international and national standards bodies and
Publications organizations on the development of standards
and associated papers and reports
b) IQC: providing resources and expertise on
qualifications and certifications and assisting i) Development, promotion and operation of an
APMG with the assessment and allocation of ISO/IEC 20000 certification and qualification
credits for Complementary qualifications to the scheme, promoting quality in Service Management
ITIL V3 Qualifications Scheme
3
annual report to chapters
2008/09
• Promotion and development of the Service itSMF – The Chapters
Management profession There are currently 53 itSMF Chapters established
a) Collaboration with professional credentialing with many new Chapters likely to be established
bodies in the next 12 months.
b) Working with Universities to promote academic
Service Management programmes and qualifications
c) Coaching and mentoring students in Service
Management
d) Hosting and sponsoring industry and
educational events
e) Representing the interests of parties within the
The 50th Chapter
industry, such as movement members, users, Celebration Logo
vendors, training and examining bodies
f) Networking with other trade organizations and
other like-minded organizations to develop the
SM market
• Facilitating surveys and market analysis: surveys There are thousands of businesses and
on areas such as the use of best practices such organizations that are members of itSMF Chapters
as ITIL and hundreds of thousands of individual members.
itSMF has been the only player in developing the
a) Surveys on the ITIL users, organizations and profile and interest in many of these regions and
market place areas and continues to be so.
b) Service Management market analysis
• Local national/regional focus and
c) Reports on the uptake and adoption of ITSM concentration
best practices
• Local connections and networking – national
d) Surveys on the ITIL V3 Qualification Scheme bodies, such as standards, academic
• Industry and market analysis with institutions, press and media
research analysts • Technical translation resources for Books,
examinations and qualifications etc…
• Websites and forums in local languages
• National and Local conferences, seminars and
events often containing information and
presentations on the ITIL V3 qualifications
scheme
• Marketing material translation
• Publicising and promoting ITIL and Service
Management and encouraging and assisting
members to use ITIL and implement Service
Management systems and practices
4
the year in review
Service Portfolio
Governance, Policy & Accountability – Brand Management – Alex Kist
Sharon Taylor
One of the things that all Chapters and their
The itSMFI continued its focus on members enjoy is the immediate recognition of
renewing its commitment to all Chapters and the itSMF movement from the itSMF trademark used
ensuring that the organization demonstrated on everything from Chapter events to marketing
transparent governance, accountability and operation. collateral. This year, itSMF International acquired
Taking the feedback from the 2008 CLC, the IEB ownership of the itSMF trademark and all
revised its governance, and rules documentation to derivatives through a negotiation with the
better clarify and detail the company’s operational itSMF UK Chapter.
mandate and how it is carried out.
The acquisition of trademark ownership is an
The itSMFI created a series of internal operational important milestone for the global movement.
policies to bring greater consistency to reporting, This allows the itSMF International to fulfil a key
financial management and Board accountability. mandate – to protect, preserve and promote the
value of the itSMF brand on an international basis.
A key theme to the renewed organizational Over the history of the itSMF movement, the itSMF
governance is transparency in all we do and a UK has played an instrumental role in policing and
framework for structured, measured deliverable ensuring the proper use of the brand. The next
from each Board Director. The itSMFI business logical step in our evolution was to internationalize
plan for 08/09 created key deliverables for each that effort and step up the exploitation and brand
service portfolio and measured deliverables at management for all current and new Chapters.
monthly intervals.
As such, new policies and licensing protocols are in
Bringing the financial, reporting and deliverables development and will form part of a larger brand
into sharper focus and management allowed the management initiative in the next year.
organization to better manage resources, tie these
to budget and create a financial surplus to ensure
operational viability through tough economic times
Chapter Leadership – Ken Wendle
Key Accomplishments In 2008, the itSMFI introduced the inaugural
Formal Chapter Agreements Chapter Leadership Conference which was extremely
This year, the itSMFI introduced a formal Chapter well attended and produced exemplary results.
Agreement to begin the process of documenting the The 2009 CLC will further our objectives of creating
rights and obligations of every itSMF Chapter. solid and lasting foundations for Chapter
The explosive growth of new Chapters globally collaboration, the sharing of ideas and experiences
introduced increased complexity from legal, cultural and gain the shared-mindedness needed for a
and brand consistency standpoints. At the Annual global movement to flourish.
General Meeting held in 2008, Chapter leaders agreed
that some global governance policy is necessary to Chapter Leaders meeting in the UK in 2008 for the
ensure that the movement grows in a cohesive and first Chapter Leadership Conference
well managed manner.
Setting some global operational standards for
Chapters is an emerging initiative, starting with the
Chapter agreement and consistency on the
obligations of each Chapter to our global movement.
The next steps are to continually improve the Chapter
agreement and further set global expectations for
Chapter management and reporting.
5
annual report to chapters
2008/09
6
the year in review
Service Portfolio
Strategic Alliances – Peter Brooks Collaborative Knowledge through
Publications – Paul Martini
In 2008, the itSMFI signed Memorandums
of Understanding with some key industry The itSMFI announced the creation of a
partners. The intent of these are to further new initiative to better manage the collective
increase the influence of the itSMF movement intellectual capital provided by its members for the
in building influential forces for evolving ITSM use of the itSMF movements worldwide. This year, we
best practices. engaged a Chief Editor and established an Editorial
Advisory Board whose roles are to build an
OGC international strategy for publishing and Intellectual
The itSMFI signed an MOU with the OGC ensuring that Capital management.
the itSMF movement will play a key role in the future
direction of ITIL. Our members have a primary The intent of this initiative is to provide a means for
interest in how ITIL matures and so our influence is all knowledge provided by members, for members to
through being the only international organization remain owned and managed by the movement.
with a formalized venue for making this happen. Chapters will be encouraged to participate in this
initiative and to derive sources of revenue and
British Computer Society (BCS) increased member participation as a result. We have
The itSMFI signed an MOU with the BCS to further many Chapters actively engaged in publishing activity
collaborate on research and certifications pertinent in a multitude of languages.
to the ITSM market.
Part of the objective of the itSMFI strategy is to make
International Standards Organization (ISO) sure that this becomes available to all members in as
The itSMFI continues to hold its Type A liaison status many languages as possible. The global publishing
and participates on a variety of ISO working teams. strategy will be unveiled before the end of 2009 and
This provides a channel for itSMF member needs to expected to begin early in 2010.
influence the development and maturing of
International Standards.
“
the itSMF movement will
play a key role in the future
direction of ITIL.
”
7
annual report to chapters
2008/09
itSMF Professional Credentials – Secretariat & Operational Delivery –
Colin Rudd Keith Aldis
As this industry grows, so does the The delivery of both the secretariat and
recognition of ITSM as a profession. Many operational aspects of the organization takes
organizations, including the itSMF movement are some 4,000 man hours per year which excludes the
working toward making this happen. This year, itSMFI enormous amount of time put into the organization
announced a new framework – prISM – which sets the by the volunteer Board members.
mark for internationalizing ITSM professional
credentialing for members. This framework will start The organization’s full name is in fact The IT Service
the ball rolling and hopes to bring existing Chapter Management Forum (International) Limited and this
initiatives into the scheme over the coming months. is generally abbreviated to itSMFI. It is a private
limited company, wholly owned by its members,
As with all itSMFI initiatives, the objective is placed the Chapters, and it is governed under the United
on providing Chapters with an international stage to Kingdom’s Companies Act as amended from time to
have their best ideas, practices and products be time as it is a UK registered company.
enjoyed by every member, everywhere.
We continually review the situation regarding tax
Additionally, within the Professional Qualifications liability, governance, and in particular EU legislation
and Certification portfolios, initiatives are being and regulations and international law. The latter is of
developed and considered for the roll-out great importance particularly with respect to the use
internationally of both Certification and Qualifications of the itSMF branding which is registered throughout
Schemes in ISO/IEC 20000 (IT Service Management) the world to itSMFI.
and 19770 (Software Asset Management)
Financial Security – Rob Stroud
The itSMFI is no different than many
organizations that have suffered from the
economic collapse of 2008/09. We are
extremely proud that our sound fiscal management
policies and frugal budgeting have allowed us to
remain financially prosperous and stable. We continue
to take a conservative approach to financial
management and expect to remain solidly rooted in
good fiscal governance and stability.
Finance Reports for the financial year – end 2008-09
are shown in the following pages.
“
as this industry grows, so does the
recognition of ITSM as a profession.
” 8
financials
Profit and Loss (Turnover) for FY 2008-9
Turnover 2009 £ 2009 £ 2008 £ 2008 £
Global Membership 91,665 87,500
Membership Levies 103,742 80,874
Examination Certification 601,749 100,000
Global Sponsorship 268,485
International Road show -3,221 33,598
ITSM Library 32,583
Book Translations 1,120
827,638 570,457
Cost of Sales
APMG 8,875
IQC 7,929
International Road show 149,527
ITSM Library 19,633
IPESC 22,756 2,223
Translation costs 47,300 15,600
Chapter Leadership Training 49,011
-135,871 -186,983
Gross Profit 83.58% 691,767 67.22% 383,474
Administrative Expenses -244,768 -274,293
Operating Profit 446,999 109,181
Other interest receivables and similar income
Bank interest received 4,206 2,443
Other interest received 1,869
6,075 2,443
Profit before Taxation 54.74% 453,074 19.57% 111,624
4%
0% 0% Turnover 2008/2009
11%
Examination Certification
12%
Membership Levies
Global membership
International roadshow
73%
ITSM Library
Book translation
9
annual report to chapters
2008/09
Balance Sheet for FY 2008-9
2009 £ 2009 £ 2008 £ 2008 £
Fixed Assets
Tangible Assets 808 449
Current Assets
Debtors 454,377 72,722
Cash at bank in hand 261,439 237,453
715,816 310,175
Creditors: amounts falling within one year -238,597 -177,256
Net current assets 477,219 132,919
Total assets less current liabilities 478,027 133,368
Provision for liabilities -108 -30
477,919 133,338
Capital and reserves
Profit and loss account 477,919 133,338
Shareholders' funds 477,919 133,338
“
We are extremely proud that our
sound fiscal management policies
and frugal budgeting have
allowed us to remain financially
prosperous and stable.
” 10
financials
Administrative Expenses for FY 2008-9
2009 £ 2008 £
Administrative Expenses
Office Services 66,000 70,000
Venue Hire 45,992 1,711
Telephone 2,897 319
Travel & Subsistence 100,511 144,506
Research & Development 2,742 4,000
Legal and professional 2,511 11,644
Consultancy 31,427
Accountancy 235 1,465
Audit Fees 5,475 5,035
Bank Charges 753 1,091
Bad and doubtful debts 16,018 66
Sundries 1,365 2,880
Depreciation on Fixtures & Fittings 269 149
244,768 274,293
Administrative Expenses 2008/2009
Depreciation on fixtures & fittings
Sundries
Bad and doubtful debts
Bank Charges
Audit fees
Accountancy
Consultancy
Legal & professional
Research & Development
Travel & Subsistence
Telephone
Chapter Leadership Training
Venue hire
Office Service Agreement
11
annual report to chapters
2008/09
Board & Committee Membership for FY 2007-9
Key Committees
Directors Portfolio Employer IEB IPESC IQC CDASC CLC iEAB
Sharon Taylor (Chairman) Governance & Strategy Aspect 360 Inc *C
Peter Brooks Marketing & Business
Development Phmb Consulting *
Alex Kist (Vice-Chairman) Brand Management &Website NewSkool BV *
Paul Martini Publications HP Software Re-sales * * *
Colin Rudd Professional Certification
& Qualifications Items Limited * *
Robert Stroud Treasurer and Standards CA *
Ken Wendle Chapter & Member Services HP Education & Training * * *
Keith Aldis Co. Sec & Operations itSMF Limited *
Others
Kirstie Magowan Chief Editor for Publications Verso Solutions Limited * *
Ivor MacFarlane Chairman for IPESC IBM *C *C
Rosemary Gurney Chairman for IQC Wardown Limited *C
Vacancy Chairman for CDASC *C
Notes:
C Chairman
IPESC International Publications Executive Sub-Committee
IQC International Qualifications & Certification Executive Sub-Committee
CDASC Chapter Development & Services Executive Sub-Committee
CLC Chapter Leadership Conference Committee
iEAB International Publications Editorial Advisory Board
12
looking forward... The itSMFI will table its strategic and
business plans at the 2009 meeting of
Chapters. Our intention is to build on the
successes we have created in 2008, and to
further increase our reach and influence in
the ITSM marketplace.
You can expect to see the itSMF brand become
commonly seen in:
• New ITSM professional qualifications
• New Standards of Practice
• Publishing and research
• Affiliate memberships
• Expanding markets
• Attracting Strategic partners
• Global member strategy
We hope that you will celebrate with us, in
the success of the itSMF movement. We
pledge to continue to grow, prosper and to
meet our vision today, tomorrow and far into
the future. All Chapters must commit to
support this prime objective.
13
annual report to chapters
2008/09
chapters
Chapter Chapter Chair Chapter Chapter Chair
EMEA Asia
Austria Manfred Wohrl Hong Kong HP Suen
Belgium Steven de Smet India Prof D. Das
Bosnia & Herzegovina Fahrudin Orucevic Japan Shuji Tomita
Croatia Nino Sipina Korea Prof Kichan Nam
Czech Rep. Pavel Farka Malaysia Thaib Mustafa
Denmark Niels H sejer Petersen Singapore Peter Edwards
Egypt Rania Al-Maghraby Taiwan Jyh-Sheng Ke
Estonia Priit Rebane Thailand Lance Stanford
Finland Jukka Rautakallio
France Remy Berthou Americas
Germany Steven Handgraetinger Argentina Guillermo Leruga
Greece Tassos Alefantos Brasil Sergio Rubinato
Gulf Feras Abou Shackra Chile Carlos Aguiar
Hungary Istvan Sarkadi-Nagy Canada Aaron Cheng
Ireland Karl Howley Mexico Eduardo Reynoso
Israel Sabina Galant U.S.A. Sallie Kennedy
Italy Stefano Bellin Venezuela Rosa Savino
Latvia Eriks Eglitis
Luxembourg Sylvie Prime Australasia
Kenya Nick Wambugu Australia Peter Cross
Macedonia Vasko Pavloski N Zealand Tristan Boot
Morocco Habib Adnam
Netherlands Jeroen van Rooden
Norway Elin Sande Herlovsen
Poland Bartosz Gorczynski
Portugal Luis Vidigal
Romania Klaus Berghoffer
Russia Pavel Rastopshin
Serbia Milan Zivkovic
Slovakia Ivan Makatura
Slovenia Simon Znidar
S. Africa George Ambler
Spain Tom Fosset
Sweden Bjorn Ljungström
Switzerland Serge Thorn
U.K. Barry Corless
14
Accountants:
Larkin Gowan
Bellamy House,
13 West Street,
Cromer, Norfolk
United Kingdom
NR27 9HZ
Solicitors:
Shoosmiths
Apex Plaza,
Forbury Road,
Reading, Berkshire
United Kingdom
RG1 1SH
Tel: +44(0)8700 868800
Fax: +44(0)8700 868801
Registered Office:
The IT Service Management Forum
(International) Limited
150 Wharfedale Road,
Winnersh Triangle,
Wokingham,
Reading, Berkshire
United Kingdom
RG41 5RB
Tel: +44(0)118 918 6500
Fax: +44(0)118 969 9749
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