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Central Region National Professional Development Day: 2016-October-24 Read More
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The industry is changing rapidly and we are under pressure to look for new ways of achieving the new Service Management mantra of better, faster and cheaper. More and more people are looking beyond ‘traditional’ ITIL implementation to demonstrate value to the business. Let your self be inspired and come away from this event with actionable guidance on how to overcome challenges that prevent you from being successful in this new era of Service Management 

Featured Speakers:

David Mainville,
CEO and Co-Founder, Navvia

David is a 33-year veteran of the ITSM industry with a unique and practical perspective on Service Management. David is a frequent speaker at ITSM conferences and webinars where he promotes the practical side of ITSM. His articles have been published in a variety of industry forums. As the CEO and Co-founder of Navvia, he built a successful ITSM consulting practice and architected and launched an innovative SAAS platform enabling the survey, design and verification of processes.

Session Description:

DevOps means different things to different people, but to Navvia it has become the rallying cry for organizational change. It is the standard that leads them on a path towards “better alignment across teams”, “enhanced agility”, “higher quality” and the “elimination of waste”.
Join David on this journey of discovery as he shares:

  • Why Navvia embarked on DevOps
  • An overview of DevOps including common misconceptions
  • A case study entitled “A tale of two apps”
  • How they are implementing DevOps
  • Lessons learned

It’s an exciting journey with the destination of improved customer experience, higher rates of innovation and a faster path to business value.


David Chiu,
Director ITSM Process and Solutions at BMO Financial Group

David Chiu has held various roles related to IT Service Management (ITSM) over the past 15+ years within BMO Financial Group. As a subject matter expert in ITSM, he has led the development, implementation, and the execution of numerous Enterprise wide ITIL Processes. David is internationally recognized for his work within BMO and has presented in various industry ITSM conferences. He has also 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.

Session Title: Automating Incident Trend Detection and Text Mining for Quick Insights

Session Description:

For large organizations with over 10,000s to 100,000s of incident tickets every week, the ability to quickly identify trends, spot anomalies, or recognize certain patterns from the huge volume of tickets could be a daunting task. In this session, you will learn how the BMO Financial group is able to automate incident ticket trending to reduce what used to take days, to hours. David will share the approaches, techniques, and tools used for performing incident trending at scale. He will also provide insights into approaches used for text mining, turning unstructured free form texts that were documented in incident tickets into valuable insights otherwise unattainable from categorical structured data such as incident product categories.

Get inspired, reconnect with familiar faces and expand your knowledge and your network.

Registration is open. Space is limited and is filling up fast!

Join the conversation, submit questions and comments on Twitter and LinkedIn.


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