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 Needs You!

Are you a leader?

Do you have what it takes to be a leader?

Are you willing to give some time for the betterment of itSMF?

If you answered YES to the above questions then itSMF needs you!

itSMF needs to fill Three (3) positions on its Board of Directors for three-year terms of office beginning June 2018. The positions are Vice President, Director, Industry Relations and Director, Membership.

Directors have the responsibility to participate in forming policy, to support Board decisions, to support membership in itSMF, and to act corporately. We are looking for Directors who are committed to actively leading itSMF Canada towards achieving its strategic goals and objectives.

Are you that person?

If you think you are, and you are a member of itSMF, please feel free to nominate yourself —or if you know a Member that you feel is a good candidate for this work of passion and love of the profession — then let’s get the ball rolling.

Click here for Call for Nominations and Candidates Application letter ( pdf | .doc).

Nominations close Friday, May 11, 2018 at 12:00 p.m. EDT

  • Upcoming events

    Change Management: An Essential Practice for Transformation Implementation

    When: Thursday, June 07, 2018 at 07:30 AM
    Where: KPMG, Performance Court in Ottawa, ON, Canada

    As Edgar Schein, Kotter, ADKAR and other change management practices have demonstrated: Change management is about dialogue and evidence-based discussions around six dimensions of change.

    In today’s Government environment where transformation is occurring, it is important to talk about the people side of change. The focus needs to be on how to use dialogue and measurement tools to ensure buy-in from employees, and stakeholders. This then ensures that adoption of new technologies, tools and processes occurs with minimal risk.

    Engagement works best, and transformation is best enabled when there is visible and active leadership. Dialogue about the impacts on the workplace from changes in workload, work responsibilities, and other features of the ‘way’ people work is essential.

    This is the essence of minimizing the psychosocial impacts, stresses and resistance that can occur as a roadblock to successful transformation. Transformation creates uncertainty. There nothing more important to workplace health than to have practical dialogue and actions to address concerns about how the work will change.

    In this session we will discuss key questions around change management and culture.


    Gestion du changement : Une pratique essentielle pour la mise en œuvre de la transformation

    Comme Edgar Schein, Kotter, ADKAR et d’autres pratiques de gestion du changement ont démontré: le dialogue et les discussions fondées sur des données probantes autour des six dimensions du changement sont à la base de la gestion du changement.

    Il est important de parler de l’aspect humain du changement dans l’environnement actuel de transformation au gouvernement. Nous devons nous concentrer sur les outils de mesure et sur le dialogue afin d’assurer l’engagement des employés et des parties-prenantes. Il s’ensuit une adoption de nouvelles technologies, d’outils et de processus à risque minime.

    Les meilleurs résultats au niveau de l’engagement et de la transformation sont obtenus lorsque il y a un leadership visible et actif. Il est essentiel d’avoir des discussions sur les impacts sur le milieu de travail, les variations de la charge de travail, les responsabilités de travail et d’autres caractéristiques de la façon dont les gens travaillent.

    Ce dialogue est l’essence même de minimiser les impacts psychosociaux, le stress et la résistance qui peut se produire comme un obstacle à la transformation fructueuse. La transformation crée de l’incertitude. Il n’y a rien de plus important pour la santé au travail que d’avoir un dialogue et des activités adressant les changements au travail comme tel.

    Dans cette session, nous discuterons des questions clés autour de la gestion du changement et de la culture.


    Peter Hadwen, MPA

    Peter brings 25 years’ of expertise and experience within the federal government in the field of Change Management and Workplace Culture. He is focused on facilitating new performance measurement frameworks, organization structures, processes, plans and alternative approaches to delivery within various government departments. Peter’s expertise is understanding the strengths and weaknesses of management systems and how to influence change.

    Peter has been a senior advisor to major transformation projects across government such as: ESDC Old Age Security (OAS) Service Improvement Strategy; CPP Service Improvement Strategy (SIS); Office of the Chief Human Resources Officer (TBS) Common Human Resources Business Process and MyGCHR (PeopleSoft); and CIDA (Global Affairs) Business Process Improvement project to standardize grants and contributions delivery.

    Peter is the President of Peter Hadwen Consulting. Peter facilitates a positive and productive change management and work culture through evidence-based measurement and dialogue. He brings to change management perspectives from all domains of work important to transformation: Integration of business requirements; Process management; HR strategy development; Dialogue around workplace culture and mental health; Performance Measurement; and Development of planning tools.


    Peter possède 25 années d’expertise et d’expérience au sein du gouvernement fédéral dans les domaines de la gestion du changement et de la culture organisationnelle. Il vise à promouvoir les nouveaux cadres de mesure du rendement, structures organisationnelles, processus, plans et autres méthodes de prestation au sein de divers ministères. L’expertise de Peter est de comprendre les forces et les faiblesses des systèmes de gestion et d’influencer le changement.

    Peter a été conseiller principal pour plusieurs projets principaux de transformation au sein du gouvernement, tels: Stratégie d’amélioration des services de la Sécurité de la vieillesse (EDSC); Stratégie d’amélioration des services du Régime de pensions du Canada (EDSC); Processus opérationnel commun des ressources humaines et mes RH au GC (PeopleSoft) au Bureau du dirigeant principal des ressources humaines (SCT); et le projet d’amélioration des processus opérationnels pour normaliser la prestation des subventions et les contributions de livraison à l’ACDI (Affaires mondiales).

    Peter est le Président de Peter Hadwen Consulting. Peter promeut une gestion du changement et une culture de travail positive et productive, par l’entremise des mesures fondés sur des données probantes et le dialogue. Il amène des perspectives de divers domaines clés à la transformation à la gestion du changement telles que: l’intégration des exigences opérationnelles; la gestion des processus; le développement de stratégie des ressources humaines; le dialogue autour de la culture organisationnelle et de santé mentale; les mesures du rendement; et le développement des outils de planification.



    Performance Court
    Suite 1800,150 Elgin St


    Registration Fee

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

    Please join us on Thursday June 7, 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!

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