itSMFI 2017 Forum Focus - June Forum Focus ITSMFI | Page 2

2 4 A Word from the International Chair -Kathryn Heaton itSMF International Update -Bruce Harvey 5 6 Soft skills employers should be looking for in tech talent -Jennifer Shappley 6 Twitter Tips itSMF International Board snapshot 7 The Agile Conundrum -Barry Corless 9 ITSM—News in Brief 10 Service Management Dag -Michael Imhoff Neilson 11 Applying the Agile Mindset to Service Man- agement -Dolf van der Haven 18 Return to Sender -Alexander Garcia-Tobar 20 SIAM Survey and Investigation in Finland 22 DevOps & Culture Change in New Zealand -Stuart Rance 24 Measuring IT Change -Dave Chambers 27 Book Review—The DevOps Handbook -Christian F. Nissen 29 SIAM Conference in Leeds -Caspar Miller 31 ITSM Zone SIAM Foundation e-learning course -Michael Imhoff Nielson, Sofigate and itSMF International 33 Should the CFO be the Chief Strategy Officer -Alexandra Cain 35 AXELOS News itSMFI Forum Focus—June 2017 Volume 3— June 2017 PUBLISHER itSMF International INTERNATIONAL CHAIR Kathryn Heaton itSMFI Secretary & Editor Bruce Harvey [email protected] CONTRIBUTORS : Jennifer Shappley, Barry Corless, Michael Imhoff Nielson, Dolf van der Haven, Alexander Garcia-Tobar, Stuart Rance, Dave Chambers, Christian F. Nissen, Caspar Miller & Alexandra Cain ADVERTISING Bruce Harvey [email protected] ADDRESS Suite 4, 45-51 Ringwood Street Ringwood Victoria Australia3134 EMAIL [email protected] WEBSITE www.itsmfi.org