Upcoming events

    • 15 Nov 2018
    • 11:30 AM - 1:00 PM (AST)
    • KPMG Suite 1500, Purdy's Wharf Tower, One 1959 Upper Water Street

    Service Design is in some ways the most intriguing IT Service Management lifecycle phase. While many practitioners still react with big question marks in their eyes if asked about Service Design it clearly 'happens'. How well and how elaborate - if ones returns home with a hangover or worse - is a different question...

    Our November speaker accidentally started his Service Management career in the "Service Design" team at T-Systems in Germany back in 1997. In this session he will share his experiences with more (and less) successful service design efforts from a variety of organisations across the globe and, more recently, designing a service from scratch with one of the largest Canadian industry associations – the Canadian Real Estate Association (“CREA”), lessons learnt from managing the Service Management Program Office at NAV Canada,  a very unique, private, Ottawa-based service provides everybody relies on every day, and being responsible for a business line which is not a traditional IT service - with all its design and development challenges.

    • What a “service” really is
    • Do we really need to design a service?
    • Quick recap – ITIL Service Design processes / Service Levels
    • Availability, Capacity, Continuity and Security
    • When ‘bad’ design costs money and how ‘good’ design saves money

    Join us, share your experiences, take good ideas back to your office (or home), become more aware of pitfalls and ask your questions!


    Dr. Christian Probs

    Dr. Christian Probst has more than 20 years experience in various IT roles. He has a strong background in the definition and application of IT Service Management (ITSM) ‘best’ practices across the entire life cycle or Service Strategy, Design, Transition, Operation and Continual Service Improvement. He has advised local and global organisations on the implementation and improvement of practices and processes in multiple industries, such as: Real Estate, Facilities Management, Non for Profit / Associations, IT Service Provider, Insurance, Healthcare, Consumer Lifestyle, Lighting, Semiconductor Manufacturing, Banking, Fashion, Government, and Logistics.

    As a senior IT expert and transformative, result-driven leader he constantly seeks opportunities to leverage IT for generation and increase of business value, enabling customers to achieve their business objectives. He strives to build high performing organizations that design and deliver relevant IT services within a collaborative work environment.

    Dr. Probst is passionate about IT service management and process management, able to assess and improve process maturity quickly, leveraging international industry best practices including ITIL and PRINCE2 and helping organisations to achieve goals faster. He has delivered various ITIL courses in Canada, the US, Australia, India and in over 10 countries in Europe, leading hundreds of IT professionals to their ITIL certification.

    Dr. Probst quickly understands organisational challenges and communicates effectively with key stakeholders, he works autonomously or in teams.




    • 22 Nov 2018
    • 7:00 AM - 9:30 AM (MST)
    • The Royal Glenora Club, 11160 River Valley Road, Edmonton, AB, T5J 2G7

    Come hear how end user engagement and strong organizational change management practices helped revitalize the University of Calgary IT service management processes and enabling technology.  Through their presentation, Anna and Tatiana will be sharing their implementation learnings and insights as they attempt to answer the following key questions:

    • Why is engaging the end user community an important part of Service Management transformation?
    • What is the connection between user adoption and realization of business value?
    • How can design thinking concepts be used to engage end users as a catalyst for innovation?

    Speaker Bios

    Anna Loomis

    Anna Loomis is an enterprise consultant who has spent her career leading complex IT and Business transformation initiatives for clients in Energy, Utilities, Public Sector, Education, Telecommunications, Construction & Engineering sectors.  She currently leads Solvera’s growing Service Management practice.  She is passionate about helping clients achieve breakthrough results to transform their IT and business operations.

    Tatiana Pereira

    Tatiana is a high performing consulting professional with deep experience in process transformation, business analysis, project management and organizational change.  She has lead several service management improvement projects focused on ITIL best practice and specializes in process design for Request, Incident, Change, Self-Serve Portal, Service Catalog, Service Desk operations and Telephony Integration, Service Design & Transition, Demand, Project and Resource Management, SDLC, Test, Release, Asset, Configuration (CMDB) and automated Discovery. 

    Thank you to Our Branch Sponsors:

    • 6 Dec 2018
    • 7:00 AM - 11:00 AM
    • Centurion Center 170 Colonnade Road South Ottawa, Ontario, K2E 7J5

    Speaker - Neal Kushwaha, CEO of IMPENDO Inc. turned explorer, Ottawa, Ontario, Canada

    On May 23, 2018 shortly after 5:30 AM local time in Nepal, Neal KUSHWAHA successfully summitted Mount Everest. He spent over 35 minutes at the summit (8,848 m / 29,029 ft) and three nights above Camp IV (8,000 m / 26,245 ft). Of all the people who have summited Everest (+5,000) and of those that are alive (+3,000), Neal falls in the 0.00004%.

    He had planned to climb two +8,000 m peaks on the same day, Everest and Lhotse, but that didn’t materialize. What happened? What happened days before when he along with 3 others rescued an injured Sherpa? How did he lose his taste buds? What does it take to get to the top of the world and what do you have to give-up in order to get there? What is the biggest lesson to be learned after over 26 years of climbing?
    Neal shares his precious photos and videos in high definition when recounting his stories. He expressively delivers a comedic style mixed with serious moments keeping the audience engaged.

    The presenter will discuss the relationship of IT Service Management and his 26 years of climbing experience. Upon discussing a foundational understanding of (1) knowledge trajectory and (2) aligning it with Service Management, the presenter will extend the discourse to Information Security Management and cover the following theories:

    1. the need to have patience with more flexible change, incident, and problem management;
    2. the need for resilience in knowledge management and the ability to know when to move forward and when to pull back, or back track for the sake of humanity;
    3. the value of raising the maturity of everyone versus the challenges of hanging out alone at the top; and
    4. the arrogance of being at the top of any framework that easily leads to becoming a target.


    Centurion Conference and Event Centre
    170 Colonnade Road Ottawa, Ontario,  K2E 7J5
    *Parking is free and plentiful*


    • itSMF Members - Free
    • Non-Members    - $50.00

      About the Speaker:

      Neal is an Ottawa business person operating a consulting company, IMPENDO Inc., with Federal Government and private sector clients. He has written papers on cyber issues and how they relate to the International Law of Armed Conflict and International Humanitarian Law. His papers were peer reviewed, published, and presented at the U.S. Army’s University of North Georgia, the 2018 European Conference on Cyber Warfare and Security at the University of Oslo (Norway), and the 2018 Knowledge Management conference at the University of Pisa (Italy). He holds an annual conference in Ottawa to share knowledge and educate people in the industry on security (physical, logical, and emissions), technology, and cyber matters with speakers from Europe, USA, and Canada

      Besides that, Neal is also an accomplished mountaineer with over 26 years of climbing experience. Just days after supporting a daring rescue at 6,700 m, he summited mount Everest on May 23rd, 2018! In 1992, he began gym and rock climbing, ice climbing in 1998, and mountaineering in 2002. In 2014, Neal attempted to climb Mount Lhotse (4th highest peak at 8,516 m / 27,940 ft) but was interrupted by an avalanche that took 16 lives. Neal’s aim was never to climb Everest. It has always been K2 (2nd highest peak at 8,611 m / 28,251 ft).

      Funds raised through the breakfast 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

      If you are experiencing difficulties registering please email Leslie.backman@itsmf.ca







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