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Sponsored by
Improving your organization’s IM/IT service delivery and management capability is not a static 'one time deal' but a continuous process. The question remains: "How do we achieve a 'discipline' for Continual Service Improvement?"
This session will discuss the 'standard ingredients' needed in your specific 'recipe' for implementing Continual Service Improvement in your organization. The discussion will cover four perspectives: Business, People, Process and Technology.
This session is intended to generate discussion aimed to help you move forward towards improving IT Service Management.
Yves St-Arnaud
Yves St-Arnaud, President of Stay Technologies Inc., has been involved with the ITIL Framework for more than 9 years and has been instrumental in the launching of ITSM Projects for many organizations. As ITSM Strategic Advisor for the Canadian Government in the establishment of IT Shared Services, Yves played a key role in the implementation of one of the largest ITSM Improvement programs in the world. A frequent speaker at itSMF, DPI, CIPS, GTEC, AFCEA and other conferences, Yves has delivered more than 300 presentations on the ITIL Framework and ITSM, and trained individuals from more than 100 organizations.
Jean-Charles Daoust
Mr. Daoust is a Senior IT Infrastructure/Service Management Adviser & Consultant with strong technical and IT Project Management knowledge & skills. As an ITIL Service Manager (Master) certified Consultant & Project Manager, Mr. Daoust has led and implemented multiple challenging Business Transformation projects. Senior executives from both the Public & Private Sector are continuously seeking advice & guidance from Mr. Daoust.
Jason Taker
Jason is a ITIL Certified Practitioner with extensive experience with project coordination, service delivery, ITSM toolset implementation and ITIL process definition and implementation. He has led and participated in the deployment, configuration, and maintenance of software solutions using SDLC, ITIL, and other industry best practices. His work also included technical architecture and solution support for implementations and customization/personalization and integration of ITSM toolsets.
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