© 2007 itSMF USA. All rights reserved. itSMF USA Code of Ethics Overview October 2007

Slide 2 Background The Board of Directors requested the creation of a Code of Ethics for the organization The Governance Committee was chartered with the task Drafts were reviewed with the Board of Directors in April Final version approved by the Board of Directors on June 8

Slide 3 Why a Code of Ethics ? To define accepted/acceptable behaviors To promote high standards of practice To provide a benchmark for members to use for self evaluation To establish framework for professional behavior and responsibilities Maintain and strengthen the confidence of membership

Slide 4 Ethics Components Code of Ethics & Standards of Conduct ­Member ­Leader Ethics Violation Complaint Form Ethics Review Process

Slide 5 Code of Ethics & Standards of Conduct Code of Ethics ­Same for Member and Leader ­Value based – aspirational – what we aspire to Standards of Conduct ­Different for general Members and Leaders ­Standard / rule based – principles – what we are expected to adhere to

Slide 6 Code of Ethics – Member & Leader I will act in a manner that will allow me to adhere to the Standards of Conduct I will cooperate with my fellow itSMF members and treat them with respect at all times I will be honest in all my professional relationships I will promote the understanding of IT Service Management principles I will report any unethical or illegal activities to the appropriate management I will not maintain a personal interest in an organization that places my personal interest above those of the itSMF organization

Slide 7 Standards of Conduct - Member I will use my skill and knowledge to educate fellow members in the areas of my expertise I will continually strive to increase the recognition and respect of the itSMF organization I will comply with all applicable laws I will avoid conflicts of interest in my activities within the organization I will not violate the privacy of information entrusted to me I will act solely in the interests of the organization without regard for personal interests I will support the itSMF USA position of being vendor neutral

Slide 8 Standards of Conduct – Leader (p1) I will use my skill and knowledge to educate fellow members in the areas of my expertise I will continually strive to increase the recognition and respect of the itSMF organization I will comply with all applicable laws I will avoid conflicts of interest in my activities within the organization I will not use confidential knowledge gained through my position for my personal gain

Slide 9 Standards of Conduct – Leader (p2) I will not violate the privacy of information entrusted to me I will have full and accurate information so to be informed prior to making decisions impacting the organization I will make decisions for the organization that are consistent with the mission, goals, by-laws and in the best interests of the membership I will take all reports of unethical or illegal behavior seriously and ensure that they are fully investigated and appropriate actions taken

Slide 10 Standards of Conduct – Leader (p3) I will not exercise the power of my position to influence decisions or actions of the organization that will result in my personal gain I will disclose all potential conflicts of interest in my role as a leader of the itSMF organization to local LIG leadership and/or the itSMF USA Board of Directors as appropriate I will be accountable for all my actions fulfilling my role as a leader in the organization At all times I will perform my duties with respect for the law and the organization and strive to better the organization

Slide 11 Standards of Conduct – Leader (p4) I will not accept gifts, hospitality or any benefit other than those that are practical and of modest value in my role as a leader in the itSMF organization I will not misuse the authority entrusted to me I will act solely in the interests of the organization without regard for personal interests I will support the itSMF USA position of being vendor neutral

Slide 12 Ethics Violation Complaint Form Submitter Information Code of Ethics Violation Description Member Subject of Complaint Complaint Details Complaint Timeline

Slide 13 Ethics Review Process Sections Description Goal & Purpose Scope of Authority ­Potential disciplinary actions General Principles Roles & Responsibilities Overview Process Flow

Slide 14 General Principles (p1) A five (5) member Ethics Review Board will be appointed by the itSMF USA Board of Directors Each member of the Ethics Review Board will serve for a period of two years All members of the Ethics Review Board will be Voting Members A member of the Ethics Review Board or the itSMF USA Board of Directors will recuse themselves from a case where they are directly involved or where a conflict of interest is present The Governance Chair from the itSMF USA Board of Directors will be the liaison to the Ethics Review Board

Slide 15 General Principles (p2) All inquiries to the Ethics Review Board will be held in strict confidence Recommendations made by the Ethics Review Board will be referred to the itSMF USA Board of Directors for appropriate action The Ethics Review Board will provide a summary of actions to the itSMF USA Board of Directors on a quarterly basis Members who are the subject of an Ethics Complaint will be notified of the complaint and given the opportunity to respond to the complaint

Slide 16 Ethics Review Board The Ethics Review Board is responsible for the day-to-day execution of the process and producing recommendations of disciplinary action after completing a full investigation of complaints made against a member for a violation to the Code of Ethics. The Ethics Review Board is also responsible for providing recommendations regarding the process to the Board of Directors.

Slide 17 Ethics Review Board Members ­Jenny Geisler ­Angelica King ­Faye Rukstales ­Jay Stuart ­Ken Wendle

Slide 18 Potential Disciplinary Actions Rejection of a request for membership to the itSMF USA organization; Private reprimand and censure, including any appropriate conditions or directives; Public reprimand and censure, including any appropriate conditions or directives; Membership probation for any period up to three (3) years, including any appropriate restrictions or conditions concerning membership rights and any other conditions or directives; Suspension of membership for a period of no less than six (6) months and no more than three (3) years, including any appropriate conditions or directives; Termination of membership and expulsion from the itSMF USA organization, such expulsion may be permanent or may be for a period of time to be greater than three (3) years but less than permanent.

Slide 19 Ethics Review Process