Connecting Service Management Professionals

itSMF Canada is a non-profit organization dedicated to promoting and facilitating the recognition and growth of our members in Service Management.

Welcome to itsmf Canada

itSMF Canada is a non-profit organization dedicated to promoting and facilitating the recognition and growth of our members in Service Management. We promote the certification, adoption and application of ‘Best Practice’ frameworks and standards, such as ITIL, ISO20000, CoBIT and many others. Operating through our Branches located across Canada, we provide a vital and vibrant network of peers, mentors, and industry experts needed by our growing community of IT Service Management professionals.

  • Upcoming events

    ITSM isn’t about Value (or it would be called Value Management!)

    When: Thursday, March 22, 2018 at 08:00 AM
    Where: The Royal Glenora Club in Edmonton, AB, Canada

    by John Krogh

    Is ITSM the vision? Are we struggling to get business engagement because we set our sights too low?

    Join John Krogh for an engaging conversation about what leading organizations are doing differently. Why they are “Stripping Away” elements of their ITSM capabilities in order to Optimize the returns on their IT investments. How these organizations are seeing ITSM as a barrier to Value Optimization. John will be sharing consulting stories from the consultants war chest. 

    Come and join the conversation about Value, Services, Assets, Relationships, Risks and Red Wine!

    Presenter: John Krogh, CEO of Calgary based "Value Shepherd Inc.

    John_Krogh.jpgHe is a sought-after speaker, trainer and coach with a focus on Value Optimization. His unique approach for optimizing the value of IT Investments involves the coordination of the organizations Value Management, Business Relationship Management and IT Service Management capabilities.

    John has over 25 years of comprehensive experience in these disciplines and has been sharing this experience through executive coaching and mentoring since 2007 throughout North America.

    Event Details:btn_register.jpg

    Thursday, March 22nd, 2018
    7:00 AM - Registration and Breakfast 
    8:00 - 9:05 AM - Presentation 
    9:05 - 9:30 AM - Questions and Close

    Where: The Royal Glenora Club 
    11160 River Valley Road, Edmonton, AB, T5J 2G7 
    Please note that there is free parking on-site.

    Cost: Breakfast and Presentation: 
    Member: $20 + GST

    Non-Members: $35 + GST

    Registration and Payment (VISA, MC, AMEX) Deadline: March 22 or until sold out.


    Thank you to our Annual Branch SILVER Sponsor:


    Thank you to our Annual Branch BRONZE Sponsor:


    AGM & Modernize ITSM From Consumerization of IT Processes and Services

    When: Thursday, March 29, 2018 at 11:30 AM
    Where: Unisys Canada in Halifax, NS, Canada

    1. Modernize ITSM From Consumerization of IT Processes and Services
    Speaker: Victor Zhu, Certified ITIL Expert

    As Nova Scotia Power embarked upon their transformation of work and asset management, it became increasingly important that As Nova Scotia Power embarks upon their transformation of work and asset management, it becomes increasingly important that enterprise IT keeps evolving to a critical internal business partner that has the agility to move at the speed of the business. We modernized and transformed the way in which IT delivers its services by adopting a customer-centric, best-practice-driven and automation-first approach to service management. By modernizing our approach to stand up ITSM Practice, we developed and implemented a unified platform that provides a delightful user experience for service delivery on-demand from any device. This unified Service Management platform also provides Nova Scotia Power IT and their service providers with automated delivery, an agile and extensible process collaboration platform, real-time process health status and an automated IT service asset management database.

    In this session, Victor will share how his team reinvent and consumerize the service experience while driving the ITSM transformation to enhance enterprise workforce productivity, greater employee engagement and increased customer satisfaction. Victor will also discuss the challenge and how the IT leadership team influences the organization to grow momentums into ESM transformation.

    About the speaker

    Victor Zhu, Certified ITIL Expert, ITSM Practice Owner and ServiceNow Platform Owner with Nova Scotia Power.

    Victor is one of the active and passionate speakers in local and global ITSM conferences over the past 4 years. With a strong vision and expertise in ITSM governance and process automation, Victor leads an exciting ITSM transformation for Nova Scotia Power and Emera Canadian Affiliates, creating and growing a strategic Service Management roadmap over the next 5 years from ITSM to Enterprise Service Management. Victor values Service-Centric Automation and User Experience in process engineering. He strives to leverage the modern age of ITSM to lead the pragmatic Service Management practice within the organization to remain relevant into the future.

    2. Branch Management Team Elections

    It is time again to hold elections for itSMF Atlantic Branch Management Team (BMT) – this year 7 of the 9 positions are up for re-election. Open positions are:

    • Branch President – Represent and promote itSMF Atlantic’s mandate.
    • Manager, Events – Coordinate events for itSMF Atlantic.
    • Assistant Manager, Events – Assist coordination of events for itSMF Atlantic.
    • Manager, Marketing and Sponsorship – develop and promote value of itSMF to the IT Service Management Ecosystem and develop manage sponsorship plan and relation to sponsors.
    • Manager, Membership and Communication  – maintain and encourage itSMF Atlantic branch membership and oversee member services.
    • Secretary – Manage branch meetings and elections.
    • Manager, Web Services – Maintain and update the branch web page.

    As a member of itSMF Atlantic Region Branch, this is your chance to make a difference! If you or someone you know would make a good candidate for any of the positions described above, please consider nomination. We are looking for people who are energetic, passionate about IT service management, and have a volunteering spirit to join our team. Your help in electing a strong itSMF Atlantic Region Branch Management Team will help ensure all members get value from their membership!

    If you would like to put forward a nomination, please send the name, BIO, position, and reason for offering to by March 19th, 2018.


    Session Atlantic Time
    Registration, Lunch & Networking 11:30am-11:50pm

    Modernize ITSM From Consumerization of IT Processes and Services
       Speaker: Victor Zhu, Certified ITIL Expert


    AGM and Elections

    Closure and evaluation 1:20pm-1:30pm



    This webinar can be viewed either at Unisys (a light lunch will be provided as part of the event) or off-site where a link will be emailed to the attendee beforehand.

    Early bird (before March 26th)

      itSMF Member Off-site itSMF Member Non-itSMF Member Off-site Non-itSMF Member
    Lunch and presentation Free Free $20 $10

    Regular (March 26th and later)

      itSMF Member Off-site itSMF Member Non-itSMF Member Off-site Non-itSMF Member
    Lunch and presentation $20 $10 $40 $30


    Thanks to our branch sponsors






    Agile Service Management

    When: Thursday, April 05, 2018 at 08:00 AM
    Where: KPMG: Performance Court in Ottawa, ON, Canada

    Both the Agile Methodology and IT Service Management have reached a high level of maturity in different streams. The first creates a vision of new ways of doing development; the second creates a vision of conservative workings to keep things running smoothly. So what happens when you mix the two together? Can we apply this new development / implementation methodology to a seemingly conservative approach to service provision?

    Join us to gain an understanding of how we can address a new way to implement a conservative tool.



    Tony Hofmann

    Tony Hofmann is a seasoned IT professional who has been practicing Agile most of his IT career. With experience in the Federal Government, Start ups, Health and Service Management, Mr. Hofmann has assisted several organizations successfully implement Agile and Scrum into their software development shops. As a Certified Scrum Master, ITIL certified and with a strong understanding of technology he brings a wealth of experience and common sense to projects.

    Sarah Humes

    Sarah Humes, ITSM Consulting Director, Sierra Systems has over 20 years in IT Consulting with experience in all levels of government, private sector and non-profit organizations. Over the years, she's been involved in toolset selections and implementations of Enterprise Resource Planning (ERP), IT Service Management, and niche solutions to meet client needs. Sarah is ITIL v3, PMI and Certified Scrum Master certified.





    Performance Court
    Suite 1800,150 Elgin St


    Registration Fee

    • itSMF members Free
    • Non-Members : $35 for prepaid

    Please join us on Thursday March 1, 2018 at 7:15am for registration, networking and a continental breakfast. We'll start with introductions at 8:00am and wrap up around 9:30am.

    If you are experiencing difficulties registering please email

    Thank you to our supporting sponsors!

    Branch Sponsors:



    Room Sponsors:

    PEOPLE, PROCESS AND CHANGE! - Professional Development Days (PDD) 2018!

    When: Monday, April 30, 2018 at 08:00 AM through May 01, 2018
    Where: Centurion - Conference & Events in Ottawa, ON, Canada

    The theme this year is “People, Process and Change”- three issues at the heart of every ITSM program. Speakers and Workshop Facilitators will share their experiences and project case studies on topics such as:

    • Enterprise Service Management and Architecture,
    • Cultural Change,
    • Cyber Security,
    • Cloud,
    • Agile Methodologies,
    • Tool & Solution Deployment.

    Cultural change is always a major challenge, especially in government and large enterprises. People, Process and Technology are the cornerstones of ITSM and will be addressed throughout the PD Days. “Adapt or die” is not just empty rhetoric but a reality for businesses and organizations that want to remain relevant today and in the future.

    Registration Prices

    Member: Non Member:
    • $275 – Member – Login required
    • $1,200 –  5-Pack (Members)
    • $400 – Non Member
    • $1,700 – 5-Pack (Non-Members)
    Plus Tax           13% HST


    Centurion - Conference & Events
    170 Colonnade Rd.
    Ottawa ON K2E7J5



    Nilufer Erdebil
    Spring2 Innovations

    Caroline Macintosh,
    Shared Services Canada

    Jarod Greene,


    Steven Woodward,
    Cloud Perspective
    Paul Vos,
    SuMO IT Solutions

     Tracy Fiander Trask,
    Government of Nova Scotia


    Craif Szelestowski,
    Lean Agility Inc.

    Vernon Von Finckenstein,
    Treasury Board Canada

    Allison Wheeler,
    SuMO IT Solution



    Alain Trembla
    IT Service Centre Sobeys Inc.


    PDD Themes for 2018:


    Track 1: Change Management

    Change management has always been a serious concern for organizational IT. Changes - whether good or bad, planned or unplanned - are inevitable. Change management is less about minimizing change, but more about minimizing the risk and disruption caused by the change. Before you can understand the impact of change in your environment, you've got to understand exactly what's in your environment. Having a clear vision of the big picture right down to the small details of every user and device is the critical foundation for any change management strategy.

    Track 2: Process Design

    Process Design is becoming more challenging. Organizations are incorporating new processes and tools to meet expectations of their customers and internal stakeholders. The resulting demands on processes include the need for both well‐developed plans and incremental deliveries (agile and hybrid processes), utilization of increased automation, higher degrees of customer collaboration, comprehensive analysis of existing tools for reuse (open source and COTS), and performance requirements of enterprise‐level architectures.

    Track 3: Enterprise Architecture

    Enterprise Architecture has become one of the pillars to help make operations run smoothly, seamlessly and maneuver easily. No matter what technology is touted, or how service oriented and agile the applications are --especially cloud-based environments --technology systems must be designed and implemented to support the business or mission and enable processes. If integrated IT systems don't work or fail, the business or mission may be in jeopardy. The only insurance any enterprise or organization has is a fully articulated and robust EA program..


    Our IT Service Management (ITSM) workshops are designed to encourage full participation from attendees. Ideas shared and topics discussed during the ITSM workshops, are intended to be utilized wherever possible within your business or organization. 

    Sponsors for the 2018 Professional Development Days


    Thank you to our Sponsors