I participated in an executive panel discussion for ITO America, along with Nathan McNeill and Lou Hunnebeck, on Business Service Management and ITIL®v3.
Nathan co-founded Bomgar in 2003 and is responsible for aligning product strategy with the needs of Bomgar's over 3,500 customers.
Lou Hunnebeck is Third Sky's VP of ITSM Vision & Strategy and holds ITILv2 and ITILv3 expert certifications.
Paul Burns, Senior Analyst, EMA asked the questions, which focused on how BSM speeds the adoption of ITILv3. Here are a few:
"What percentage of your customer base is adopting ITIL?"
"With so many companies using ITIL, why don't we hear more success stories?"
"What sort of value should an organization expect to gain by adopting ITIL?"
Lou's answer to the question "What does ITIL success look like?" was one of my favorites:
"The ultimate result is not some imaginary nirvana that exists only in a dream, but an organization that can act responsibly and professionally in service of the company and is skilled at evolving as the business evolves. We will still face many challenges, but we'll face them more successfully with less effort. What a relief!"
You can download the resulting document and/or listen to the podcast. Good stuff here--it's worth having to register for.