Upcoming events

    • 27 Jun 2019
    • 11:30 AM - 1:00 PM
    • The Masonic Temple (‘VIP Throne’ Room), 888 Yonge Street, Toronto, ON M4W 2J2, Canada

    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 one returns home with a hangover or worse - is a different question...

    Our June 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 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 ProbsT

    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.

    Dr. Probst is passionate about IT Service Management and process management, and has helped various organisation to achieve their goals faster, leveraging international industry best practices including ITIL and PRINCE2. 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. Currently he is responsible for the clinical trial anonymization professional services business at an Ottawa based company that is part of an international life sciences corporation.

    Branch Sponsor:

    Room Sponsor:

    • 30 Sep 2019
    • 7:00 AM
    • 1 Oct 2019
    • 4:00 PM
    • Centurion - Conference & Events, 170 Colonnade Rd., Ottawa ON K2E7J5

    This year’s theme is “Service Management in a Digital World”.  Our tools and technologies have become smarter and more connected to us and each other.  Our speakers and workshops this year are focused on:

    • Leadership, Communications & Culture (Humans amidst the machines)
    • ITIL v4 – what’s new and what’s in it for me?
    • All digital all the time – robotics, Artificial Intelligence (AI), infrastructure support
    • Cloud – Can it be Public and Private at the same time?

    People, Process and Technology are the cornerstones of ITSM. With the new emphases on Digital Technologies and the evolution to ITIL 4 under way, these topics and others will be addressed throughout the PD Days.   “Adapt or become extinct” is not just empty rhetoric but a reality for businesses and organizations that want to remain relevant today and in the future.

    Themes and workshops for 2019 – Stay tuned for more details!

    Track 1: Leadership, Communications & Culture - KAREN TO HELP

    Track 2: ITIL 4 and Process Design

    Track 3: All digital all the time – Cloud, AI, infrastructure support


    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.

    Stay tuned for more details!

    Speaker Include:


      Teresa D’Andrea
    Treasury Board Secretariat

    John Carter
    City of Ottawa

    Neal Kushwaha
    IMPENDO Inc.

     Steve Woodward
    Cloud Perspectives
     Laszlo Retfalvi
    Lockheed Martin Canada  
     Tracy Finder Trask
    Government of  Nova Scotia
       Vernon Lloyd
    Director at Somerset CC Ltd.

    2019 Sponsors








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