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, March 22, 2018 at 08:00 AM
- The Royal Glenora Club in Edmonton, AB, Canada
by John Krogh
Is ITSM the vision? Are we struggling to get business engagement because we set our sights too low?
Join John Krogh for an engaging conversation about what leading organizations are doing differently. Why they are “Stripping Away” elements of their ITSM capabilities in order to Optimize the returns on their IT investments. How these organizations are seeing ITSM as a barrier to Value Optimization. John will be sharing consulting stories from the consultants war chest.
Come and join the conversation about Value, Services, Assets, Relationships, Risks and Red Wine!
Presenter: John Krogh, CEO of Calgary based "Value Shepherd Inc.
He is a sought-after speaker, trainer and coach with a focus on Value Optimization. His unique approach for optimizing the value of IT Investments involves the coordination of the organizations Value Management, Business Relationship Management and IT Service Management capabilities.
John has over 25 years of comprehensive experience in these disciplines and has been sharing this experience through executive coaching and mentoring since 2007 throughout North America.
Thursday, March 22nd, 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 SILVER Sponsor:
Thank you to our Annual Branch BRONZE Sponsor:
- Thursday, March 29, 2018 at 11:30 AM
- Unisys Canada in Halifax, NS, Canada
1. Modernize ITSM From Consumerization of IT Processes and Services
Speaker: Victor Zhu, Certified ITIL Expert
As Nova Scotia Power embarks upon their transformation of work and asset management, it becomes increasingly important that enterprise IT keeps evolving to a critical internal business partner that has the agility to move at the speed of the business. We modernized and transformed the way in which IT delivers its services by adopting a customer-centric, best-practice-driven and automation-first approach to service management. By modernizing our approach to stand up ITSM Practice, we developed and implemented a unified platform that provides a delightful user experience for service delivery on-demand from any device. This unified Service Management platform also provides Nova Scotia Power IT and their service providers with automated delivery, an agile and extensible process collaboration platform, real-time process health status and an automated IT service asset management database.
In this session, Victor will share how his team reinvent and consumerize the service experience while driving the ITSM transformation to enhance enterprise workforce productivity, greater employee engagement and increased customer satisfaction. Victor will also discuss the challenge and how the IT leadership team influences the organization to grow momentums into ESM transformation.
About the speaker
Victor Zhu, Certified ITIL Expert, ITSM Practice Owner and ServiceNow Platform Owner with Nova Scotia Power.
Victor is one of the active and passionate speakers in local and global ITSM conferences over the past 4 years. With a strong vision and expertise in ITSM governance and process automation, Victor leads an exciting ITSM transformation for Nova Scotia Power and Emera Canadian Affiliates, creating and growing a strategic Service Management roadmap over the next 5 years from ITSM to Enterprise Service Management. Victor values Service-Centric Automation and User Experience in process engineering. He strives to leverage the modern age of ITSM to lead the pragmatic Service Management practice within the organization to remain relevant into the future.
2. Branch Management Team Elections
It is time again to hold elections for itSMF Atlantic Branch Management Team (BMT) – this year 7 of the 9 positions are up for re-election. Open positions are:
- Branch President – Represent and promote itSMF Atlantic’s mandate.
- Manager, Events – Coordinate events for itSMF Atlantic.
- Assistant Manager, Events – Assist coordination of events for itSMF Atlantic.
- Manager, Marketing and Sponsorship – develop and promote value of itSMF to the IT Service Management Ecosystem and develop manage sponsorship plan and relation to sponsors.
- Manager, Membership and Communication – maintain and encourage itSMF Atlantic branch membership and oversee member services.
- Secretary – Manage branch meetings and elections.
- Manager, Web Services – Maintain and update the branch web page.
As a member of itSMF Atlantic Region Branch, this is your chance to make a difference! If you or someone you know would make a good candidate for any of the positions described above, please consider nomination. We are looking for people who are energetic, passionate about IT service management, and have a volunteering spirit to join our team. Your help in electing a strong itSMF Atlantic Region Branch Management Team will help ensure all members get value from their membership!
If you would like to put forward a nomination, please send the name, BIO, position, and reason for offering to firstname.lastname@example.org by March 19th, 2018.
Session Atlantic Time Registration, Lunch & Networking 11:30am-11:50pm
Modernize ITSM From Consumerization of IT Processes and Services
Speaker: Victor Zhu, Certified ITIL Expert
AGM and Elections
1:00pm-1:20pm Closure and evaluation 1:20pm-1:30pm
This webinar can be viewed either at Unisys (a light lunch will be provided as part of the event) or off-site where a link will be emailed to the attendee beforehand.
Early bird (before March 26th)
itSMF Member Off-site itSMF Member Non-itSMF Member Off-site Non-itSMF Member Lunch and presentation Free Free $20 $10
Regular (March 26th and later)
itSMF Member Off-site itSMF Member Non-itSMF Member Off-site Non-itSMF Member Lunch and presentation $20 $10 $40 $30
Thanks to our branch sponsors
- Thursday, April 05, 2018 at 08:00 AM
- KPMG: Performance Court in Ottawa, ON, Canada
Both the Agile Methodology and IT Service Management have reached a high level of maturity in different streams. The first creates a vision of new ways of doing development; the second creates a vision of conservative workings to keep things running smoothly. So what happens when you mix the two together? Can we apply this new development / implementation methodology to a seemingly conservative approach to service provision?
Join us to gain an understanding of how we can address a new way to implement a conservative tool.
Tony Hofmann is a seasoned IT professional who has been practicing Agile most of his IT career. With experience in the Federal Government, Start ups, Health and Service Management, Mr. Hofmann has assisted several organizations successfully implement Agile and Scrum into their software development shops. As a Certified Scrum Master, ITIL certified and with a strong understanding of technology he brings a wealth of experience and common sense to projects.
Sarah HumesSarah 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 to meet client needs. Sarah is ITIL v3, PMI and Certified Scrum Master certified.
Suite 1800,150 Elgin St
- itSMF members Free
- Non-Members : $35 for prepaid
Please join us on Thursday April 5, 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.email@example.com.
Thank you to our supporting sponsors!
- Monday, April 30, 2018 at 08:00 AM – May 01, 2018
- Centurion - Conference & Events in Ottawa, ON, Canada
The theme this year is “People, Process and Change”- three issues at the heart of every ITSM program. Speakers and Workshop Facilitators will share their experiences and project case studies on topics such as:
- Enterprise Service Management and Architecture,
- Cultural Change,
- Cyber Security,
- Agile Methodologies,
- Tool & Solution Deployment.
Cultural change is always a major challenge, especially in government and large enterprises. People, Process and Technology are the cornerstones of ITSM and will be addressed throughout the PD Days. “Adapt or die” is not just empty rhetoric but a reality for businesses and organizations that want to remain relevant today and in the future.
Member: Non Member:
- $275 – Member – Login required
- $1,200 – 5-Pack (Members)
- $400 – Non Member
- $1,700 – 5-Pack (Non-Members)
Plus Tax 13% HST
Centurion - Conference & Events
170 Colonnade Rd.
Ottawa ON K2E7J5
Shared Services CanadaJarod Greene,
Cloud PerspectivePaul Vos,
SuMO IT Solutions
Tracy Fiander Trask,
Government of Nova Scotia
Lean Agility Inc.
Vernon Von Finckenstein,
Treasury Board Canada
SuMO IT Solution
IT Service Centre Sobeys Inc.
PDD Themes for 2018:
Track 1: Change Management
Change management has always been a serious concern for organizational IT. Changes - whether good or bad, planned or unplanned - are inevitable. Change management is less about minimizing change, but more about minimizing the risk and disruption caused by the change. Before you can understand the impact of change in your environment, you've got to understand exactly what's in your environment. Having a clear vision of the big picture right down to the small details of every user and device is the critical foundation for any change management strategy.
Track 2: Process Design
Process Design is becoming more challenging. Organizations are incorporating new processes and tools to meet expectations of their customers and internal stakeholders. The resulting demands on processes include the need for both well‐developed plans and incremental deliveries (agile and hybrid processes), utilization of increased automation, higher degrees of customer collaboration, comprehensive analysis of existing tools for reuse (open source and COTS), and performance requirements of enterprise‐level architectures.
Track 3: Enterprise Architecture
Enterprise Architecture has become one of the pillars to help make operations run smoothly, seamlessly and maneuver easily. No matter what technology is touted, or how service oriented and agile the applications are --especially cloud-based environments --technology systems must be designed and implemented to support the business or mission and enable processes. If integrated IT systems don't work or fail, the business or mission may be in jeopardy. The only insurance any enterprise or organization has is a fully articulated and robust EA program..
Our IT Service Management (ITSM) workshops are designed to encourage full participation from attendees. Ideas shared and topics discussed during the ITSM workshops, are intended to be utilized wherever possible within your business or organization.
Sponsors for the 2018 Professional Development Days
Thank you to our 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 firstname.lastname@example.org.
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.