The branches of itSMF Camada organizes regular events to build knowledge and awareness about ITSM and to facilitate contact between ITSM professionals. Check the calendar below for events taking place near you.
- Thursday, May 31, 2018 at 07:00 AM
- The Royal Glenora Club in Edmonton, AB, Canada
by David McMillan
Organizations strive for better quality of service. Business Process Automation (BPA) provides Service Management the tools needed to address the quality of services provided through the consistent delivery of services. Join David as we explore the various forms of BPA and benefits that can be realized by your organization though the evolution of your service delivery model using BPA.
Presenter: David McMillan
David McMillan is a proven leader in Enterprise Content Management with experience and knowledge spanning over 20 years. Considered a thought leader in the evolution of Enterprise Information Management and Information Governance, David speaks at conferences across North America, helping organizations and professionals become better information stewards. Living in Calgary, Alberta, David works as the Practice Director, Enterprise Content Management at Elantis Solutions Inc.
May 31, 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 GoldSponsor:
Thank you to our Annual Branch BRONZE Sponsor:
itSMF AB Event Cancellation Policy:
Full payment must be received from the Registrant four (4) business days prior to an itSMF AB 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 AB event will be eligible for a refund.
About itSMF Alberta Branch
The IT Service Management Forum (itSMF) is an international not-for-profit organization for IT Service Management Professionals. The itSMF Alberta Branch will 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 Alberta Branch!
- Thursday, June 07, 2018 at 07:30 AM
- 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.
Suite 1800,150 Elgin St
- 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 Leslie.firstname.lastname@example.org.
Thank you to our supporting sponsors!
- Tuesday, September 12, 2017 at 07:00 AM
- KPMG Performance Court in Ottawa, ON, Canada
- $30.00 CAD
Too often organizations purchase enterprise ITSM Tools without fully understanding the business and capabilities requirements. Join us September 12, 2017 : meet our Panel of experts to discuss how to avoid the pitfalls many have made. Our 6 person panel is comprised of Professional Service people who have implemented 1 or more enterprise wide ITSM tools. Collectively, this panel has implemented most of the current enterprise tools: sampling of tools - Service Now - BMC - Assyst- Cherwell - Front Rangel and Qualiware.
Moderator: Diane Colbeck, Senior ITSM Consultant, Shared Services Canada
Diane has over fifteen years’ experience in the practical application of Service Management (SM) ’best practice’. She has a strong background in strategic planning, business transformation, and management of change. Diane has a keen understanding of human interaction and the change process; this enables her to navigate and understand complex business transformation environments.
Panelist: Dani Danyluk, Director, Enterprise Service Management, Ontario Government
Dani has 27 years of experience in IT Service Management, working with both private and public sector organizations providing training, consulting building strong Service Management organizations that include the right people, processes and tools. Over the years, Dani been involved in the selection, implementation and design for tools like: Remedy; HEAT; Magic; Scopus (Siebel); HP's Service Desk; and other tools to help meet client needs.
Panelist: Sarah Humes, ITSM Consulting Director, Sierra Systems
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 for clients like DND, RCMP, Elections Canada and CHSS.
Panelist: Alison Wheeler, Senior Solutions Consultant at SuMO IT Solutions
Alison is a consultant with over 15 years of extensive experience in Service Management Process Implementation, Training and Project Management. Deliver Service Management solutions based on ITIL best practices that focus on the people, process, technology, and information perspectives of providing business solutions within enterprise organizations. Alison has implemented enterprise wide the following Service Management Tools: BMC Remedy, Servicenow, and Cherwell within the last 5 years.
itSMF has invited all the major tool providers to showcase / demo their products after the panel discussion for anyone who wishes to stay.
Thank you to our supporting sponsors
- Thursday, November 16, 2017 at 07:00 AM
- The Royal Glenora Club in Edmonton, AB, Canada
- $35.00 CAD
itSMF is proud to announce the resurrection of the Northern Alberta Branch (NAB), based out of Edmonton Alberta. This is the second official gathering in Northern Alberta in seven years, coming off of the inaugural event last month in October. This will be the final event of 2018, with us taking a Christmas break and then reconvening in official itSMF capacity in January. These first two events in 2017 will be sponsored by the Southern Alberta Branch. Because of that these first two events will have a set fee, and in January 2018 the Northern Alberta Branch will be fully independent and options for membership will be available.
itSMF Canada is a forum for Information Technology professionals to explore methods of continually improving the support and delivery of IT Services. The forum allows members to exchange views, share experiences and participate in the continuous development of best practices and standards.
Event information is as follows:
As ITSM practitioners, we live and breathe the Value of ITSM every day. But how do we help our Executives to see it? How can we tell the Value story?
This presentation is an example of Leveraging ITSM metrics and reporting, using an actual end-of-year report to a CIO, with some colour-commentary to suggest ways to weave common IT themes into the story, including Cost Reduction and User Experience.
About The Speaker:
Martin has over 25 years’ experience in the IT and telecom industries, in the UK, the USA, the Netherlands and Canada, including 14 years in senior management roles within IT, Operations & Customer Support, and 9 years in technical roles with Bell Labs. Martin is certified in ITILv3, TOGAF9.
Martin first encountered ITIL concepts and related contractual SLA’s in the 1990’s, delivering customer support services to British Telecom. In the early 2000’s, Lucent Technologies adopted ITIL v2 in a big bang approach. At the City of Calgary, Martin implemented ITIL v3 Supplier Management. At CompuCom, Martin managed delivery of ITSM-based services and projects. At Causal Effects, Martin consults on service improvements with a focus on tools to enhance the user experience.
We look forward to seeing you there!
- Thursday, November 23, 2017 at 11:45 AM
- KPMG LLP in Halifax, NS, Canada
- $10.00 CAD
Serving your clients well starts by understanding their reality and seeing things from their perspective. To this core principle we add organizing and prioritizing their needs and requirements in order to present them to IT decision makers and defend the interests of the whole organization. To succeed, many skills will be required by the Business Relationship Manager. Business IQ, concerns about a smooth transition when introducing new IT assets and effective communication.
Jean-Claude Beaudry, Senior Associate, Qualiti7
For the last 15 years, Jean-Claude Beaudry, has been a pioneer in Canada around ITSM. Advisor by profession, trainer and speaker by passion, he is always seeking ways to best adapt and apply good practices in real business contexts to get the most value out of them. Certified with multiple international accreditation bodies, and using concepts from frameworks like ITIL, SIAM, DevOps, Lean-IT, and recently BRMP, to promote effective and efficient service delivery to clients.
A natural 'gatherer', he likes sharing with others. This is with that mindset that he created Qualiti7 in 2005 and still gets involved in many associations like itSMF-Atlantic and NS Professional Development Summit (PDS) to provide growth opportunities to other IT professionals.
Session Atlantic Time Registration, Lunch & Networking 11:45am-12:15pm Presentation 12:15pm-1:30pm Closure and evaluation 1:30pm-1:45pm
Thank you to our supporting sponsors
itSMF Atlantic is the itSMF Canada Atlantic provinces chapter supporting Newfoundland and Labrador, Prince Edward Island, Nova Scotia, and New Brunswick. 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 the vital and vibrant network of peers, mentors, and industry experts needed by our growing community of IT Service Management professionals.
- Monday, November 27, 2017 at 08:00 AM
- KPMG - Toronto in Toronto, ON, Canada
- $20.00 CAD
Are you looking at starting a Business Relationship Management practice or are you a BRM Practitioner? Do you wonder how your BRM practice stacks up to ITIL and BRMI? Do you want to learn from organizations that have been on a journey to evolve their BRM practices?
Join the Ontario Government and TELUS BRMs discussing their models for managing IT and Business relationships. As IT organizations and Service Management frameworks continue to evolve, the Business Relationship Management role has also evolved from ad-hoc or “order takers” to trusted advisors or strategic partners - true value drivers for the organization. Come hear from different types of BRMs and how they support their organizations and adapt their BRM models to ensure the best results. Topics will include;
- Orchestrator, Connector and Navigator BRMs
- Business Relationship Maturity Model
- ITIL and BRM frameworks and Processes
- Customer Satisfaction and Business Outcomes
Telus - Nicole Conboy, Morag Fraser and Monica Koneszenko have all worked in ICT for over 20 years each and as Business Relationship Managers for over 10 years supporting many of the top companies in Canada and globally. They are ITIL certified and multiple-time TELUS award winners for their work as BRMs. Nicole is also COBIT and BRMP certified, an ITIL instructor and has received awards from Pink Elephant for ITSM Project of the Year and BRMI Global Excellence Awards for BRM Practitioner.
Ontario Government – Dani Danyluk and Guido Piraino. Dani is the President of itSMF Canada an ITIL Expert certified instructor with over 25 years of ITSM and BRM experience, working in both private and public sector organizations. Guido is an ITIL Expert and OPS pioneer with 20 years of ITSM and BRM experience in service management and operational delivery, as well as public sector consulting experiences.
Please join us on Monday November 27 at 8:00am for registration, networking and a continental breakfast. Introductions and start of session will be 8:20 am and will finish at 9:30 am.
333 Bay Street
46th floor, room # 46007 (see reception)
Toronto, ON M5H 2S5
- itSMF members - $20.00
- itSMF Canada non-member - $30.00 for prepaid
If you are experiencing difficulties registering, please email email@example.com.
IT Chapter is your one-stop shop for Business Relationship Management Professional (BRMP) training and consulting. As an international training and consulting company, we are committed to best practices with more than 50 accredited certification courses. More information at www.itchapter.com/training
We are a branch of itSMF Canada supporting IT professionals in the Greater Toronto Region. 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 the vital and vibrant network of peers, mentors, and industry experts needed by our growing community of IT Service Management professionals.
- Tuesday, November 28, 2017 at 07:00 AM
- Bow Valley Club in Calgary, AB, Canada
- $20.00 CAD
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:
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!
If you only read the headlines of blogs and articles about Artificial Intelligence, you’d believe that your job would be replaced by the time the next Summer Olympics rolls around. AI is clearly at the Peak of Inflated Expectations, especially when it comes to AI and ITSM. If you’re wondering when AI will replace your service desk analysts, lock into this session to talk about the hype and the realities of this disruptive technology.
Presenter: Jarod Greene, Vice President Product Marketing, Cherwell
Jarod joined Cherwell Software with 10 years of IT industry experience at Gartner. During his tenure at Gartner, he initially served as a Client Engagement Specialist and ultimately as an ITSM industry analyst. Jarod was responsible for coverage of ITSM processes, organizational structures and enabling ITSM technologies. Jarod has a Bachelor of Arts in Sociology from Trinity College and a Masters of Business Administration from the University of Georgia.
- 7:15 to 8:00 am Registration & networking breakfast
- 8:00 to 9:30 am Presentation
Funds raised will support the OSI clinic at the Royal Ottawa Hospital!
The Royal Ottawa Operational Stress Injury (OSI) Clinic is a specialized outpatient program serving Canadian Forces Veterans and members of the Royal Canadian Mounted Police. Operational Stress Injury is best described as any persistent psychological difficulty resulting from operational duties performed while serving in the Canadian Forces or as a member of the RCMP. Difficulties may occur during combat duties, after serving in a war zone, in peacekeeping missions, or following other traumatic or serious events not specific to combat.
Common OSIs include, but are not limited to, Posttraumatic Stress Disorder (PTSD), other anxiety disorders, depression, substance use disorders and other conditions that may interfere with daily functioning. The Royal’s OSI Clinic is part of the Anxiety Disorders Program. The clinic also belongs to a national network of OSI clinics funded by Veterans Affairs Canada.
Christmas Breakfast Menu
with Orange and Cranberry Juice
to include the following fresh Squeezed Orange Juice,
Orange & Tangerine, Peach & Mango
Cheddar & Herb Scones by the SconeWitch,
Suzy Q Mini Donuts, Sticky Buns With Butterballs & Preserves
Montreal Bagel Platter
to include Lox, Assorted Cream Cheese, Nutella, Gerkins, Sliced Cucumbers, garnished with with capers
Fill your Christmas Crepe Station
Warm Crepes with a Variety of filling; Fresh Berries compote, Sliced Bananas,
Nutella, Real Fresh Whipped Cream, Greek Style Yogurt, Chocolate Sauce,
Caramel Sauce, Ontario Maple Syrup
Build a Benny Station
with a choice of Smoked Salmon, Grilled Asparagus and Pea Meal Bacon.
Top it with Your Choice of Classic Hollandaise sauce or Chipotle Hollandaise
Garnish your Benny with Fresh Chopped Chives, Capers or Finely Chopped Green Onions
Croque Monsieur Monti Cristo Style
Rideau Bakery Brioche bread with filled with Sliced Virginia Country Ham or Roast Turkey
Emmental Cheese and cooked to mouth-watering perfection Served with Ontario Maple Syrup
Scrambled Eggs with Chopped Chives
Double Smoked Bacon/ Farmer’s Sausage
Fresh Sliced Fruit and Greek Yogurt
Coffee & Tea
Thank you to our supporting sponsors!
About UsitSMF Ottawa-Gatineau branch of itSMF Canada serving IT Professionals int the public and private sector within the National Capital Region. 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 the vital and vibrant network of peers, mentors, and industry experts needed by our growing community of IT Service Management professionals.