itSMF FUSION 13 – GRADUATION AND REVOLUTION

Courtney Bartlett

Last week, Forrester’s Service Management and Automation team attended FUSION 13, an annual conference jointly hosted by itSMF USA  and HDI, in Nashville, Tennessee.  FUSION is a key conference for IT Service Management professionals - for three days ITSM pros are immersed in a content rich environment where they're encouraged to share knowledge and learn from one another, as well as from a plethora of industry experts, practitioners, vendors, and thought leaders alike.  It's impossible to leave without having made new friends and new discoveries in the realm of IT Service Management.  Approximately 2000 ITSM professionals attended the 2013 conference, with the theme "graduate to better service management."

The buzz of this year's event can be easily put into two terms: revolution and status quo.  Yes, you read that correctly.  And while these two terms are quite contradictory, when put into context they actually are somewhat related - don't worry, we'll explain.  First, the status quo:

At FUSION 13, we presented the results from our third annual ITSM survey Forrester does in conjunction with itSMF USA, and not much changed year-over-year.  Aside from a few minor rumblings, ITSM maintained the status quo, and in this case, no news... is news:

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Observations From Black Hat - More Defense Please

Rick Holland

Last week I had the opportunity to attend the 15th annual Black Hat security conference in Las Vegas. I have attended DEFCON in the past, but never Black Hat. The conference has grown significantly each year, and judging by the size of the expo floor, the vendors understand its significance. I enjoyed the conference and had great conversations with practitioners and vendors alike. Here are some observations from two of the sessions that I attended:

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Planning For Failure, Personal Edition -- Strategies To Protect Yourself In 2012

Rick Holland

This week I did a webcast, Planning for Failure, which makes the assumption that if you haven't been breached, it is inevitable, and you must be able to quickly detect and respond to incidents.  An effective response can be the difference between your organization's recovery and future success or irreparable damage.  While I was working on the slides for the webcast, I started to reflect back on the 2011 security breaches that personally impacted me.   Three breaches immediately came to mind:

  1. Texas Teacher Retirement System -  My personal data was stored unencrypted on a public server
  2. Epsilon - Email compromise that resulted in increased phishing attempts
  3. STRATFOR - My personal information, credit card and password hash were stolen
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Security and Operations Have More In Common Than You Think

Glenn O'Donnell

There is growing evidence of a harmonic convergence of Infrastructure and Operations (I&O) with Security and it is hardly an accident. We often view them as separate worlds, but it’s obvious that they have more in common than they have differences. I live in the I&O team here at Forrester, but I get pulled into many discussions that would be classified as “security” topics. Examples include compliance analysis of configuration data and process discipline to prevent mistakes. Similarly, our Security analysts get pulled into process discussions and other topics that encroach into Operations territory. This is as it should be.

Some examples of where common DNA between I&O and Security can benefit you and your organization are:

  • Gain economic benefit by cross-pollinating skills, tools, and organizational entities
  • Improve service quality AND security with the same actions and strategies
  • Learn where the two SHOULD remain separate
  • Combine operational NOC and security SOC monitoring into a unified command center
  • Develop a plan and the economic and political justifications for intelligent combinations
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