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. 

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Past Events

  • Know Your Tool: Don't be A Fool!

    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.

    Vendor Showcase

    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

  • Delivering ITSM Value to Executives By Martin McManus

    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_McManus.jpgMartin 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!

  • Why and how to manage Business Relationship?

    • 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


    Service Now 





    About Us 


    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.

  • BRM in the Public and Private Sector

    • 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

    Registration fee:  

    • itSMF members - $20.00  
    • itSMF Canada non-member - $30.00 for prepaid

    If you are experiencing difficulties registering, please email

    Event Sponsor:

    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


    Room Sponsor:


    About Us 


    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.

  • Make Service Management Relevant to the CIO

    • 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:

    Service Now.jpg
    XForm ITManagement

    About Us


    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!

  • Champagne Breakfast Seminar & Fundraiser

    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.

     Jarod Greene

    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 

    Christmas Mimosas
    with Orange and Cranberry Juice

    Juice Bar
    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!


    Branch Sponsors:




    Room Sponsors:

    About Us

    itSMF NCR / RCN
    itSMF 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.