Conference Coverage:- Day 1 Report - Don Casson


Here we are after day 1 at the ITSMF annual conference in Chicago. Thanks to Dr. ITIL for allowing us to post show updates.

As Evergreen is an exhibitor, much of my time is tied to the exhibit floor. I apologize in advance for my limited exposure. I understand there are approximately 1250 registered attendees.

That is a significant number for the service management marketplace, and there are a large number of software and consulting firms on the exhibit floor. Interesting to note are a few of the Big 5 and Accenture present as well. That is a strong indication of the growing relevance / size of the market.

We are running a ITIL Benchmark Study with the show attendees, and have 90 completed surveys today.

It is an update and expansion of the one we did in Q1 2005, which if you are interested you may find on our website—

If you would like the most current benchmark but are not at the show to participate—please send an e mail to, and we will add you to the distribution list.

There are 7 different tracks, and the sessions I have attended are of high quality, with real subject depth. To the Sponsor’s credit—they are giving fair play to a broader view of ITSM beyond ITIL including topics like IT Governance and CoBIT as well as others.

As a wrap up—here’s a preview of a couple of the basic benchmark question responses from the sample so far:-

Do you have a published ITIL Strategy leading your efforts?

41 out of 90 do, for a 45% Yes.

Do you have budgeted and approved ITIL projects funded in the next 12 months?

78 out of 90, for an 87% Yes.

Both data points bode well for ITIL and other process framework disciplines continuing to be adopted. With nearly half of the respondents having a published strategy, it is hopeful that we will see a good balance of focus on business, process, and technical outcomes as ITIL progresses.


Don Casson

Donald D. Casson, Jr.President, CEO, and Co-founder
Evergreen Systems, Inc.

Don has more than 17 years of experience in leading, building, managing, and operating technology companies. He has led market development and technical direction of business units focused on internal and external call center solutions, network management systems, complex networks, and workflow/document management solutions. During his career, he has been responsible for building and leading multiple national sales teams.

Before co-founding Evergreen, Don was Executive Vice President, and co-founder of GMSI. During Don's five-year tenure there, GMSI grew from 3 employees to 175 employees and over $17 million in annual revenues. Inc. magazine recognized these efforts by listing the company in the top 100 on their list of the 500 fastest growing, privately held firms in the US.
A graduate of the College of William and Mary, in Virginia, Don is a Certified Public Accountant.
Find out more about Evergreen Systems at