1. The Best Practices Contribute to
Service Management
Pedro Castro Henriques

2. What is itSMF?
• The itSMF – IT Service Management Forum is an independent and profit-
free organization, gathering more than 6.000 organizations, from both
public and private sectors, and envolving more than 40.000 individuals
throughout more than 50 chapters
• Originated in the United Kingdom (founder Chaper) in 1991
• The Portugal Chapter – itSMF Portugal – is been around since 2003
• Nowadays, it has around 400 associates (individuals and colectives)

3. Vision
• To be the IT Service Management leader community in Portugal
– Portugal, as a country in the front line on the use of Information
Technology Systems Service Management best practices, with
appropriate skills in practical application and certification

4. Goals
• Build and promote the Information Technologies Infrastructures
(Services Management) Management activity in Portugal
• Harmonize the principles and standards of these services in
Portugal
• Build the best practices in services and information technologies
infrastructures management
• Support the certification of itSMF professionals in Portugal

5. Already Accomplished Activities
In 2014
• 14th Workshop itSMF Portugal
– “A New Architecture for IT Service Management Tools” , Robert Falkowitz,
5/jun/14
• 1st Masterclass itSMF Portugal
– “The CMDB Imperative: How to Realize the Dream and Avoid the Nightmares”,
Carlos Casanova, 8/jul/14
• Launch of the Northern Delegation
– Software Engineering Trends: services, quality & security”, UPTEC, 25-jul

6. Predicted Activities for 2014
• 11th itSMF Portugal Annual Conference
• Annual Seminar ’14
• Benchmarking about IT Management Services
• New Tecnical Commissions activation under its responsabilities as ONS for
ICT.
• Relaunch of the “Excelency in Services” Award, to distinguish the IT
professionals in Portugal and to give credit to the IT Management Services
Best Practices

7. Contacts
• For more information please contact us at:
• www.itSMF.pt
• secretariado@itSMF.pt
• 21 421 6239

8. Collaborating in the ICT
Normalization
Luis Azevedo, ONS-TIC

9. Contextualization
• In October of 2012 the itSMF Portugal was certified by the Portuguese Institute of
Quality as a Sectoral Organization Organism (ONS) for the information and
comunication technologies sector
• The “ONS-TIC” has having its focus on:
– Promoting the active participation in the normalization
– Portuguese standards projects proposals
– Promoting and supporting the functioning of national
Tecnical Commissions
– Supporting the experts activities
itSMF Portugal
Directorate
ONS Responsible
Luís Azevedo
Connection
Element
Alexandre
Murgeiro

10. Benefits (1/2)
• Establish new contacts and strengthen relevant knowledge
• Build bonds of professional collaboration
• Influence the evolution of the standards development process
• Contribute for the decision about if a standard is or not
necessary
• Give contributes to all tecnical content of the standards

11. Benefits (2/2)
• Have previous access to information that may influence and
shape the markets in the future
• Give opinions about the standards development
• Help maintaining an open access to markets
• Participate in a process that may affect the participants in the
future

12. How to Participate
• The participation is made preferably as a member of a Technical Commission,
representing an Entity
• To join an existing Technical Commission, all one has to do is to contact its President
or Secretary, or the ONS-TIC/itSMF Portugal (secretariado@itsmf.pt)
• To create/re-activate a Technical Commission, it is necessary to find candidates and
members, and to organize a first meeting in which the President and the Secretary of
the Technical Commission are elected.
• The Technical Commission composition must assure the existence of a sufficient
representation in order to consider its work results as a symbol of a national
consensus.