Thank you for all who had participated in this workshop! This is a great success with true participations and team sharing, proved by the unstoppable breakout discussion and volunteering over-run of the events. Moreover, we have also received some volunteers to join our future study groups.

The Service Strategy sharing and discussions circled around the business / IT alignment and integration. There were definite challenges for IT to fully understand the business strategies and for business to truly involve IT during business strategy formation and discussion. Thus, the participants had shared many life cases on both good and bad experiences from their practical experiences and from their diverse background. While everyone agrees that this alignment and integration is crucial to be a successful IT organization, but few could really reach that level yet. So, proactive participation and continual service improvement would be needed to bridge this gap to make IT as strategic assets to the company.

The Continual Service Improvement sharing and discussions started with a re-definition of CSI within ITIL as the continual improvement concepts exists in most quality / operation management areas (esp. the concept resemblance to Demming's Plan-Do-Check-Act cycle). During the breakout discussions, the participants had shared the mandate existence of the CSI concept in their daily work, while only the level of formality and process maturity level differs. There were discussions on how IT manages user expectations during this process and there were keen debate on whether the target of the KPI shall be readily achievable, or difficult to achieve. In addition, the cost of quality had also been raised where the rationale of ITIL always facilitates the balance between the two.

Lastly, we would like to take this opportunity to thank our Speakers, Facilitators and Helpers for the event. Their corresponding knowledge, expertise and passions are crucial to the success of this event. And with this event as a trial, we had recorded the session to extend this sharing to learn direction. Stay tuned and we will try our best to publish that shortly.