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Event date(s): 2011-May-31 (Tuesday)
Registration closes: 2011-May-30 (Monday)


Enterprise.Next "The Future of ITSM" Social Media & Cloud Computing
Professional Development Day

Centurion Conference & Event Center

Ottawa, Ontario  •  May 31, 2011

A World-Class Event with World-Class Speakers


Welcome to the itSMF NCR (Ottawa) 2011 Professional Development Day entitled “Enterprise .Next ‘The Future of ITSM’, Social Media and Cloud Computing”. This event is designed to bring together the best and brightest ITSM Professionals and Vendors with world-class speakers, to deliver the most relevant topics facing our profession today. This event is focused on Social Media, Cloud Computing and ITSM, something each company and department must manage.

Featured Speakers:

  • The IT Skeptic - Rob England

  • Social Media Guru Chris Dancy

Join a growing community of ITSM professionals to “Learn, Collaborate, and Apply” proven ITSM leading practices.

Please don’t miss out on this exclusive event on May 31st, 2011 as seating is limited.

Steve Worth, ITIL V3 Expert
President, ITSMF - NCR

Conference Keynote Speakers

Rob England “The IT Skeptic”

Rob England is an IT commentator and consultant (strategy, governance, ITSM, culture change...), blogger, speaking coach, sales coach, trainer, published author, and small business researcher. He is best known for his controversial award-winning website and alter-ego, The IT Skeptic (


Session Title: Cowboys, Acrobats and Rainmakers: We are Losing Control of the Centre

Abstract: The increasing pace of change in general - and social media, Cloud, Agile and DevOps in particular - have major implications for traditional IT Management.

A new world is arriving at a remarkable pace. That new world can no longer control what happens in IT. We can't control what developers do, we can't control where our servers are, we can't control what our suppliers do, we can't control what our users do. We don't know where our data is, where our servers are, where our users are, what platform the users are on or where the applications are.

All we in IT Management can do is govern, assure, and manage services. We need to set the bounds, put up a defensive perimeter, and try to police what goes on inside. This is IT Management's future role in the organization.

Chris Dancy – ServiceSphere

Chris Dancy is founder of ServiceSphere, (recently acquired by Pink Elephant) an organization dedicated to education of ITSM professionals and decision support. With over 20 yrs experience in IT, he was responsible for enterprise presales support, ITIL consulting, best practices support and North American ITSM speaking engagements.

Session Title: Enterprise.Next

Abstract: Seems like just yesterday many people doubted tools and concepts such as: virtualization, SaaS, Green IT, personal sourcing and ITSM. Today, as the world spins into the abyss of Facebook, Twitter and other social media tools and mobile devices, are their IT organizations using these tools? The answer is YES! In this session see in REAL TIME the world going on right inside your organization in the palm of each of your customers and IT Staff.

PDD Presenters

Ken Cochrane - KPMG

Mr. Cochrane is a Partner with KPMG Canada and the National co-Leader for IT Advisory Services focusing on Public Sector organizations. Mr. Cochrane has held a broad range of senior executive roles in and outside government that entailed the development of enterprise-wide and national strategies aimed at transforming both business and technologies well as following through to the execution and implementation of these initiatives. Mr. Cochrane has more than 20 years experience at the executive management level and has led both business and technology functions within private & public sector enterprises. His roles have included CIO of the Government of Canada, CEO for IT Shared Services, CIO for Canada Revenue & Customs and CIO for MetLife.

Session Title: Positioning for Digital Economy

Abstract: Globally, governments, industries and individuals are positioning themselves to participate in the digital world. KPMG is actively monitoring these events and engaging in this important transition. This session will provide you with insights and examples of how to be part of the journey.

Yvon Audette - KPMG

Mr. Audette leads the Canadian IT Advisory service line within KPMG’s Performance and Technology Advisory services practice and is a member of KPMG’s Global IT Effectiveness Centre of Excellence. Yvon specializes in helping clients address business and IT alignment issues. Key services areas that Yvon focuses on are IT led Business Transformation, Cost Optimization for IT, IT Strategy, IT Security and Architecture as well as Outsourcing advisory services.


Session Title: Positioning for Digital Economy

Abstract: Globally, governments, industries and individuals are positioning themselves to participate in the digital world. KPMG is actively monitoring these events and engaging in this important transition. This session will provide you with insights and examples of how to be part of the journey.

Alan Lepofsky - Socialtext

Alan Lepofsky is the Director of Product Marketing at Socialtext, one of the industry's leading vendors of Enterprise 2.0 collaboration and social networking software. As a frequent conference speaker, and active web 2.0 participant, Alan shares advice on both the technology and cultural aspects of working together online for creating and sharing content, discovering people, and keeping up to date with information important to your job and/or personal interests. Before joining Socialtext, Alan was a senior member of the IBM Software Group, helping provide product direction for future software projects. Alan holds a degree in Mechanical Engineering from the University of Toronto.

Session Title: How a New Generation of Software Is Helping Colleagues Work Together

Abstract: Are you still using email and file attachments to try and get work done? Well there is a better way! Learn how social networking and collaboration tools such as microblogging, wikis, and profiles are helping transform the way employees share information and help their organizations succeed.


Blaine Maxwell - Government of Nova Scotia

Blaine Maxwell is Director of Service Management for the Chief Information Office, Government of Nova Scotia.  With more than 30 years of IT experience, Blaine has held a variety of senior management roles in organizations such as government, crown corporation, food industry (manufacturing and retail) and IT consulting. He is an MBA graduate from the Université de Moncton and holds his Project Management Professional (PMP) designation from the Project Management Institute.


In his current role, Blaine is responsible for providing leadership to the service management section to ensure IT services are delivered to the Government of Nova Scotia in a professional and timely manner using industry best practices.  Drawing upon his diversity of service delivery Blaine is helping to navigate the NS Government through the transformation from a de-centralized infrastructure model to a centralized shared model where ITIL has been identified as a top operational priority for the delivery of services. 

Chris Mallon - Regional Brand Leader - Tivoli Software Canada

 Session Title: Unleashing Business Innovation with Integrated Service Management

Abstract: The world of corporate computing is in the midst of a profound shift. With the increasing role of technology in business, challenges placed on IT are more demanding than ever. Success requires IT to demonstrate increasing business value by driving out inefficiencies and to ensure investments are being aligned to strategic organizational goals. Join IBM to explore the next wave in the evolution of computing and how it is having a profound effect on the way in which business and IT services are delivered, managed and consumed.

Chris Mallon has been with IBM Canada Ltd since 1996. Throughout his time with IBM he has held a number of sales and senior leadership roles. Most recently, Chris has had the responsibility of leading the IBM Tivoli Software Division in Canada. As a service management professional, he has carried the responsibility of integrating a number of acquisitions into the Canadian business, most specifically that of MRO Software and Micromuse Software. Tivoli now brings a powerful capability to the World's infrastructure that assists companies in managing the convergence of Virtual and Physical Assets and services.

Ruth Morton - Microsoft

Session Title:   Where the Rubber Hits the Road: Real World Examples of Cloud Computing Implementations

Abstract:   You’ve attended cloud seminars, read cloud articles and participated in online cloud discussions. You know what SaaS, PaaS and IaaS stand for and understand private, public and hybrid clouds delivery methods. Perhaps you’re even just a little sick and tired of it all.  Well, come to this session and get inspired! I’ll be going through various case studies and examples of cloud computing implementations – what the driving forces were, why certain choices were made, what went right…and what went wrong. We’ll look at what scenarios are a good fit for cloud implementations and what scenarios are best left in traditional datacenters.  Join me and benefit from the experiences of others – hear the stories, ask your questions and join in the discussion.

Ruth Morton, as a Technology Advisor for Microsoft Canada, I spend my time connecting with IT professionals across the country. I host the AlignIT IT Manager Podcast Series ( and write on the Canadian IT Manager blog (  Before joining Microsoft, I worked as an IT professional for over 12 years implementing enterprise technologies and formulating IT strategies for organizations in Canada, Europe and the US.  I have a passion for technology and cool gadgets as well as connecting with people. In this role, I get to combine those passions to connect IT professionals to each other and to technical innovations from Microsoft.





Martha Wenc - Jazz Aviation LP

Abstract:   This session will outline the journey that Jazz has taken into the world of IT Service Management.  Initially focusing on Incident and Change Management, Jazz has been able to achieve a significant turnaround in customer satisfaction and service quality by simply starting with and implementing the ITIL basics.  Where did we start and why?  What challenges did we face?  How much progress has been made?  How long did it take?  What's next?.

Martha Wenc is a certified Six Sigma Black Belt, Lean trainer, Meyers Briggs facilitator and ITIL Service Manager with years of process development contribution in commercial aviation.  Relatively new to the world of information technology, in 2008, Martha was assigned to develop and strengthen the service management processes of Jazz's Information and Communication Services group.  ITIL was in its infancy within Jazz at that time, but Martha has since instituted the toolset and moved the organization significantly forward in its ITIL Service Management maturity.




Registration And Fee Structure




Early Bird Pricing
until April 30

After April 30

itSMF Members






Partner Associations


*Prices do not include taxes.

Team Pricing: send a team of 3 or more and save 20% off the third and subsequent registrations. To register your team, send an email to and include your contact information, your team members and payment method.  We will work with you to register your team.

Terms and Conditions:

Fees & Payment: itSMF NCR must receive full payment or an approved Purchase Order (PO) with each registration. Your place is not confirmed until full payment or PO is received.

Cancellations: You can cancel and receive a refund up until May 20, 2011. All cancellations must be received and confirmed by itSMF NCR. A 10% handling charge will apply. No refunds after May 22, 2011. Substitutions permitted.






Centurion Conference & Event Center  
170 Colonnade Road  South
Ottawa, Ontario K2E 7J5

              • free parking

              • OC Transpo Route 3




Sponsorship Opportunities

For more information on the sponsorship program

please contact Leslie Backman at




0730 – 1830

Vendor Fair Open

0730 – 0830


0730 – 0830

Breakfast and Networking

0830 – 0945

Conference Welcome

Opening Keynote                   Rob England

Cowboys, Acrobats and Rainmakers:

We are Losing Control of the Centre

Room A

0945 – 1045

Track 1


Track 2


Positioning for Digital Economy

Ken Cochrane &

Yvon Audette  - KPMG

Empress Room

Where the Rubber Hits the Road: Real World Examples of Cloud Computing Implementations

Ruth Morton - Microsoft

Adriatic Room

1045 – 1100


1100 – 1200

Track 1


Track 2


Unleashing Business Innovation with Integrated Service Management

Chris Mallon - IBM

Empress Room

Martha Wenc - Air Canada Jazz

Adriatic Room

1200 – 1300


1300 – 1400

Afternoon Keynote             Chris Dancy


Room A

1400 – 1500

Track 1


Track 2


How A New Generation of Software Is Helping Colleagues Work Together

Alan Lepofsky - Socialtext

Empress Room

G2G3 – Simulation

Agora Room

1500 – 1515


1515 – 1615

Track 1


Track 2


Blaine Maxwell, CIO

Nova Scotia Government

Empress Room

G2G3 – Simulation

Agora Room


1615 – 1730

Panel Discussion





Thank you to our sponsors for their generous support

Platinum Sponsors

IBM: In today's networked world, IBM maintains a strong and unique presence in Canada, making important contributions to this country's economy, technology leadership and the communities where we live and work. IBM is one of the largest technology, services and consulting organizations in Canada. We help clients of all sizes and in all industries transform their operations through the use of technology, infusing intelligence into the systems that run our businesses, our society and the world.

Microsoft: Established in 1985, Microsoft Canada Inc. is the Canadian subsidiary of Microsoft Corp. (Nasdaq "MSFT"), the worldwide leader in software, services and solutions that help people and businesses realize their full potential. Recognized as one of Canada's Great Places to Work, Microsoft Canada Co. provides nationwide sales, marketing, consulting and local support services. Headquartered in Mississauga, Microsoft Canada has nine regional offices across the country dedicated to empowering people through great software. Microsoft Canada is a creative workplace which attracts the best and brightest talent in the IT industry who bring an ever evolving vision of the future to reality.


Gold Sponsors

DIYMonde:   Central to the DIYmonde philosophy is the company name. The core belief is that, although taking specialist advice is usually a very sensible option for any organization seeking to improve its performance, this is essentially a ‘Do It Yourself’ world. Our job is to educate, enthuse and sow the seeds of our experience so that difficult but achievable targets are set and all those who need to be engaged in the process of organizational change are. Our main focus is to provide custom solutions for corporate-wide awareness and skills management in IT Service Management and Governance. In particular, we specialize in IT Service Management (ITIL® and ISO/IEC 20000) planning, implementation and training including the envisioning, due-diligence, assessment, process-modeling and analysis, business-case development, design, implementation, measurement and optimization phases of managed services transition and IT transformation programs.

LearningTree: Learning Tree International sets the world standard for hands-on management and IT training. Since 1974, over 2 million participants from over 65,000 organizations around the world have enhanced their skills through intensive hands-on exercises under the guidance of expert instructors with real-world experience. Benefit from a Learning Tree course in one of 3 ways – Attend in person at our Ottawa or Toronto centre, participate in a live, online course, or bring a customized solution on site to your location.

Silver Sponsors

CTE Solutions: Organizations are constantly faced with changes in technology driven by business needs and technological advances. CTE Solutions helps meet this challenge by providing a flexible, personal approach to IT learning solutions. With CTE Solutions IM/IT professionals quickly obtain the knowledge and skills they need to reduce downtime, increase productivity and maintain uninterrupted services to internal and external clients. CTE Solutions delivers Accredited ITIL, TOGAF, COBIT, VMware, Certified Microsoft, Authorized Cisco, Authorized Novell, IT Security, Storage Area Networking (SAN), CompTIA, Java, Programming, Business Analysis, Business Skills for IT, Project Management, and SAP Training. CTE Solutions delivers - Training with IMPACT.

KPMG: KPMG's Performance & Technology Services can help clients unlock new potential in their organization. By working at all points in the value chain, our advisers help organizations create strategies, organization designs, business processes and systems that can enhance performance and grow sustainable valueOur clients include business corporations, governments, public sector agencies and not-for-profit organizations. They look to KPMG for a consistent standard of service based on high order professional capabilities, industry insight, and local knowledge.

Eagle: Eagle is a privately owned and operated Canadian professional staffing company specializing in recruiting and placing technology, finance, and accounting professionals for contract and full-time positions. With 10 offices across Canada, we are one of the most successful staffing companies in the country. Eagle has built a solid reputation for value and quality while meeting the needs of business professionals around the world. Working together, our team uphold the company’s core values of Team, Integrity, Innovation, and Excellence, ensuring that both our clients and candidates are satisfied while getting the great service they deserve. Our clients benefit from our wide talent database and our ability to provide outstanding service with the highest value and best quality.

Emtec: Information Technology is central to the success of the vast majority of organizations these days. The larger they are, the more likely it is that IT plays an important role in their operations. At Emtec, our mission is to help our clients improve IT systems and processes – to transform IT into an investment that returns true value to their respective organizations. We believe that for many organizations, IT is a cost center that has often driven - rather than supported - processes based on business objectives. Helping organizations align IT investment with organizational goals and processes is a central focus of everything we do.


G2G3:   G2G3 is the leading provider of Simulations and Readiness Programs which create enterprise IT organizations that are ready, willing and able to change. G2G3 solutions cut through the complexities traditionally associated with IT to provide clarity and understanding whilst transforming learning into an engaging and high-impact experience.







Bronze Sponsors

Socialtext: Socialtext unlocks the knowledge, expertise, ideas and data that drives superior business performance. Socialtext accelerates business performance by making it easier for employees to find the colleagues and information they need to solve challenges new and old. By simplifying people's ability to share expertise, ideas and corporate data, Socialtext removes knowledge silos that have traditionally hampered companies' ability to respond to change and serve customers efficiently. With Socialtext, people collaborate openly around key business processes in a secure, internal environment, and work together to drive new business opportunities.

IT/Net: IT/NET is a consulting firm in management and technology. We provide expert consulting services to both private and public sectors including all 3 levels of government, high technology and health sectors. IT/NET based in Ottawa is a subsidiary of KPMG.


Loyalist: Since 2001, we have delivered over 200,000 ITIL® exams in locations around the world. As an independent examination institute, we provide neutral information and are dedicated to maintaining the integrity of the exam process. Offering flexible solutions to meet your unique business needs, our services are available wherever your training takes place. From vouchers to secure electronic exam distribution, we are responsive to the needs of our training partners and their learners. Committed to providing superior service, we have worked hard to obtain the trust that makes us the Examination Institute of choice for hundreds of training organizations globally.




Axios Systems: was founded in 1988 in response to the growing business importance of IT and the need for more reliable and cost-effective IT services. Led by Founder and CEO, Tasos Symeonides, Axios is an independent business, with a uniquely solid heritage and consistency of vision. Our 100% focus on IT Service Management gives us an edge when it comes to industry knowledge and expertise. Our experience is our strength, with a proven track record of delivering value to large organizations across the globe.  As a company, we’re big enough to deliver on our promises and small enough to care about our customers. We provide solutions, not just products, combining our award-winning assyst software with unparalleled industry expertise and a focus on delivering long-term value. That's why our customers stay with us for longer, with many customers benefiting from assyst for over 15 years.


              ADGA: The ADGA Group is one of Canada’s largest and most successful firms. For over 40 years, ADGA has provided a wide range of technology-oriented consulting services to a diverse client base that includes all major departments of the Government of Canada and large corporations in the defence, communications, transportation and engineering sectors.




The company behind the Blackbery product line. Research In Motion (RIM), a global leader in wireless innovation, revolutionized the mobile industry with the introduction of the BlackBerry® solution in 1999. The BlackBerry product line includes the BlackBerry® PlayBook™ tablet, the award-winning BlackBerry smartphone, software for businesses and accessories. BlackBerry products and services are used by millions of customers around the world to stay connected to the people and content that matter most throughout their day.



itSMF The IT Service Management Forum