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itSMF Canada: Toronto branch
Welcome Welcome to itSMF Greater Toronto Region. We are a non-profit organization dedicated to promoting IT industry best practices and be a source of information, networking, brainstorming and fun for the IT Service Management community across the Greater Toronto Region. We invite you to join one our upcoming events and look forward to seeing you then. – The itSMF Executive Team ----------- Upcoming Event itSMF Greater Toronto Region is pleased to announce our upcoming May event featuring David Chiu, Bank of Montreal, presenting From Data to Insight to Actions - Leveraging Process Data to Drive Continual Service Improvement.
Session Abstract
There is a significant amount of data that is produced from ITIL Processes. With the right level of process governance, tools integration and data analysis, valuable information could be derived to make key decisions that would impact the effectiveness and efficiency of the IT organization to deliver and support business services.
In this session, David will share his recent experiences gained from leading BMO’s ITSM Business Intelligence initiative. He will highlight the drivers and objectives behind the initiative, cover the benefits gained through the implementation of a business intelligence system, and through examples, show how to leverage the data to develop key metrics and information that are aimed at improving the Customer experience.
About David Chiu
David Chiu has spent 13 years in the Technology & Operations division of BMO Financial Group. For the past 10 years, David has held various roles related to IT Service Management. As a Process and Solutions Architect, he has led the development and implementation of several ITIL Processes, Tools and Automated Reporting. As a Process Owner, he has managed Change, Configuration and Service Level Management, among other processes. David is internationally recognized for his work in Configuration Management and has authored several books and white papers in this subject.
More recently, he has become a recognized SME on business intelligence in the ITSM domain; exploiting process data by analyzing and reporting them in innovative ways that demonstrate the value of process improvement initiatives.
*We are not able to accept payments at door. If you can not process your Payment via PayPal, please contact the VP of Events to process your payment. No refunds, but alternative attendees accepted. For additional information, contact Kathleen Wilson, Branch President at kwilson@itsmf.ca or go to http://www.itsmf.ca/events/
Branch contactsWe always welcome new volunteers. Volunteer today!
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