Make Service Management Relevant to the CIO

Recently, I had a conversation with an HR manager. She was lamenting the task of creating her departmental budget for the coming year. Her approach: take last year’s budget and try to make sure that there are enough funds to provide services to her customers (operating departments) and develop her staff delivery capabilities.

The familiar issue: she is performing her budget analysis in a vacuum without input or direction from the customers she serves. This is a common problem for internal service providers. Their budgets are created without a comprehensive review of demand for their services. Worse still, the internal service provider does not have a fully-costed catalogue of the services they deliver from which customers can choose. The internal service is being treated as a “cost centre”. The pressure is to reduce costs, and do more with less. 

How can a professional service department in this environment? What do the “C” level leaders need from us to see the value we deliver and fund those services appropriately? How do internal service providers compete against their competition?
Ron will open these questions to the audience, and discuss ways to use the 4 key ITIL processes to develop a “Full Cost™ Budgeting” approach to building internal services as developed by Dean Meyer of NDMA. We will explore a call to action to make internal service delivery an entrepreneurial pursuit focused on meeting the ever shifting demands of the business.


Speaker: Ron Yarwood, 

With more than 30 years, Ron has a wide ranging experience base in Information Technology systems, services, project and business management. An ITIL Certified Service Management Consultant and Entrepreneur, Ron has delivered high quality, service focused IT consultation tempered with a practical working knowledge of the IT business and a passion for delivering IT as a service. He has also built a successful Service Desk outsourcing business, using his service management vision to create a company that delivers ITIL based services to small and medium sized customers, a market space with needs for quality service delivery but with few options for quality service providers.
Ron has recently teamed up with Dean Meyer, author and Principal at N. Dean Meyer and Associates (NDMA), to advocate for Dean’s approach to delivering internal support services and promoting the use of the 4 key planning ITSM practices and a Full Cost™ budgeting discipline in the delivery of IT internal service.


Registration and Breakfast 

7:00 - 8:00 AM


8:00 - 9:05 AM

Questions and Close

9:05 - 9:30 AM

itSMF SAB Event Cancellation Policy: 
Full payment must be received from the Registrant four (4) business days prior to an itSMF SAB event or the Registrant will be removed from the enrollment list and will not be guaranteed a place at the event. Registrations cancelled more than four (4) business days before an itSMF SAB event will be eligible for a refund.

Thank you to our Branch Sponsors:

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About Us


The IT Service Management Forum (itSMF) is an international not-for-profit organization for IT Service Management Professionals. The itSMF Alberta Branch provide the opportunity to grow a base of knowledge and will provide an accessible network of industry experts, information sources and events to help you address IT Service Management issues and achieve the delivery of high quality, consistent IT services through the adoption of Best Practices.

Today the international de facto standard of IT Service Management best practices is ITIL. Where do you find a community of IT Services Management peers using best practices? itSMF Southern Alberta Branch!

Will you come?

$30.00 Non-Member

Non-Member Ticket

$20.00 itSMF Member

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  • published this page 2017-11-29 16:26:10 -0500