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Service Management in the Digital Age
Professional Development and Educational Workshop Days

September 30, 2019 - October 1, 2019 | Ottawa, ON
Centurion - Conference & Events, 170 Colonnade Rd., Ottawa ON K2E7J5

Speakers Bio

Simon Gaiger

As the General Manager for Government for AWS Canada, Simon Gaiger, is responsible for working with customers on how they use the cloud to transform their departments.  With over two decades of working with governments around the world Simon has helped governments navigate through the people, process, and culture to accelerate their cloud journey. Prior to joining AWS, Simon held senior leadership roles at in organizations of all sizes, from start-ups to large enterprises. Simon is a graduate from the University of Manchester.

Roger Burlton

Roger is the President of Process Renewal Group. He is the author of the pioneering book ‘Business Process Management: Profiting from Process’ and the ‘Business Process Manifesto’, now available in 14 languages. His Business Architecture column in is available to over twenty thousand readers. Recently he developed the Business Agility Manifesto in collaboration with John Zachman and Ron Ross. Roger developed and delivered the first Business Process and Business Process Architecture management education in the world in 1991, certified today by universities in North America, Europe, Australia and South America. He is is recognized as a pragmatic world leader in transforming companies from traditional hierarchical organizations to process managed ones based on a value delivery model supported by Business Architecture practices. He has led numerous initiatives to implement new business models, governance frameworks and process management capabilities for global corporations and government agencies. He continues to chair the most prominent business process conferences around the world which he has done on over fifty occasions.

John Carter

John has 20 years of experience in the IT industry, having held a variety of positions in both the private and public sectors. John has been with the City of Ottawa since 2006, currently holding the position of Project Manager, IT Client Services. In his current role, John is responsible for implementing IT Service Management processes for the ITS department, as well as improvements to the software tools that support those processes. In 2013, one of John’s ITSM projects was nominated for the prestigious Pink Elephant Project of the Year award. John has a Bachelor of Arts degree from Saint Mary’s University, and also obtained a diploma in Information Technology.

Nicole Conboy 

As an IT leader and best practice author of “Service Rescue!  An Implementation and Improvement Guide for Incident Management”, Nicole Conboy is recognized for leveraging her passion in service and relationship management to transform IT organizations.   Her 20+ years of practical experience across a variety of industry sectors is supported by certifications in ITIL (Expert), BRMP, COBIT, Six Sigma and VeriSM.  As an instructor of best practices, she’s trained thousands of students globally in ITIL v2/v3/2011.  Nicole’s work has resulted in multiple, international awards including Pink Elephant project of the year 2013 & 2018 and BRM Practitioner of the year 2017.  Currently at RBC, Nicole’s Enterprise Service Management organization recently implemented ServiceNow and transformed 9 Service Management processes in one of the most successful “big bang” IT projects in recent bank history.

Teresa D’Andrea

Teresa D’Andrea is a director within the Treasury Board Secretariat’s Office of the Chief Information Officer of Canada branch responsible for interoperability in the Government of Canada. She works at the intersection of experience design, digital innovation, and enterprise strategy. Teresa is currently leading on both the Government of Canada’s Digital Standards and the federal government’s interoperability framework. She comes with over 20 years of experience in both the private and public sectors, leading enterprise-level digital projects and programs that focus on serving the needs of the end-users. Find her tweeting @TDAndrea23

Miles Faulkner

Miles Faulkner, BEc Hons. MBA, is Co-CEO of Blended Perspectives, an Atlassian Platinum Partner with extensive presence in both Canada and the U.S.

Miles is a highly experienced and seasoned IT Services and Project Manager, Agile Scrum Master, PMI and ITIL certified. He is highly conversant with Atlassian products, especially JIRA and Confluence. He is also the author and driving force behind Synthesis © - Blended Perspectives' unique knowledge library of issue type templates, workflows and configured workspaces.

Miles has a wide experience in both infrastructure and development environments and is responsible for a range of large-scale clients and initiatives to radically improve the performance and capability of IT and Business teams. He provides value added services in best practices for JIRA configuration to support software development, ITIL processes as well as project & program management. He is based in Toronto.

Tracy Fiander-Trask

Tracy Fiander-Trask, MSc, PMP, is an Information Communications Technology leader, with over 20 years with the Government of Nova Scotia. As a Program Director, she is leading a large, multi-sector, shared services implementation of standardized ITIL processes and the development of new service delivery channels using ITSM and contact centre solutions. Under her direction, the ITSM program is impacting approximately 40,000 provincial and health sector clients and over 700 IT professionals.

Neal Kushwaha

Neal is CEO of IMPENDO Inc., an Ottawa consulting company 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.

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).

Vernon Lloyd

Vernon is a professionally qualified and highly experienced leader with 40 years’ experience in the IT industry. Vernon is a recognised authority on IT Service Management (ITSM).  Vernon has delivered consultancy and training to numerous organisations in most industry sectors and in many countries.  He has undertaken consultancy engagements for a wide variety of organizations in all market sectors.

He has spoken at many major conferences, in Europe, North America, South America, Australasia, Africa, India, the Middle East and the Far East on Service Management.

He is an author of many books on IT Service Management including several ITIL books including Service Delivery, Service Support and Planning to Implement Service Management from the second version of ITIL.  Vernon was also selected to sit on the ITIL Advisory Group to help design the updated structure of the revised version of ITIL and subsequently selected as lead author of the ITIL Lifecycle book Service Design from ITIL V3.  In 2010 he was also selected to author the 2011 version of ITIL Continual Service Improvement.

He has been a Director of the UK itSMF and has been awarded the prestigious ’Paul Rappaport’ Life Time Achievement Award and is the only person to also be made honorary life Vice President of the itSMF.

Edward Pham

Edward Pham, President of RealIT Management Inc., has more than 25 years experience in various Information Technology fields and more than 30 years in computer related fields.

He has been providing technical consulting services in designing and implementation of enterprise network and system management solutions, particularly based on HP software solutions. He has practical knowledge through real life implementation projects at numerous large customer sites. His expertise covers many management disciplines such as Enterprise Network and Systems Management (ENSM), IT Service Management (ITSM), ITIL Process Implementation, Software Development, and IT training. Edward possesses an unusual breadth and depth of knowledge and experiences in computer networking, Operating Systems, databases and data modeling, web services, software design and development, hardware design, telecommunications, data communication services, process engineering and automation, and operational efficiency. He has skillfully applied this knowledge and expertise in the consulting services that he provides to his customers.

Edward founded RealIT Management Inc. in 1998 after spending a number of years at Hewlett-Packard as IT management consultant and CGI as network consultant. RealIT Management is one, of two, Software Platinum Partners to HP. Since 2004, RealIT Management Inc. has been the only company in Canada authorized by Hewlett-Packard to provide software support to HP software customers directly.

Edward holds a Bachelor of Electrical Engineering degree from Memorial University of Newfoundland, St. John’s, NFLD; and a Master of Electrical Engineering degree from Carleton University, Ottawa, Ontario.

Claire Picken

Claire Picken is currently Senior Program Manager AOPS and EW Programs at Lockheed Martin Canada. Claire is past Senior Manager for Systems and Software Engineering at Lockheed Martin Canada. Previously, Claire held roles with General Dynamics, and the Canadian Armed Forces. Claire has a passion for STEM and mentoring individuals to help them succeed. Claire teaches Leadership and Program Management at Lockheed Martin Canada.

Jeff Piper

Jeff Piper is the Global Executive responsible for BMC Discovery solutions.

He has spent the last 10 years focusing on helping organizations transform to a service-oriented approach through using ITIL, ITSM and ITOM solutions. He interfaces regularly with customers, BMC field sales, Research and Development and product marketing to help drive our go to market strategy for BMC Discovery.

Jeff has 24 years of experience across all facets of IT. He formed and led BMC’s 1st global team of sales specialists focused on IT Service Management. He was with BMC for 18 years and recently spent the last 2 years at Cherwell after rejoining BMC in 2017

Jeff earned his Bachelor’s degree at The University of Southern California (USC) and currently lives in Colorado. 

Laszlo Retfalvi

Laszlo Retfalvi is General Manager of Retfalvi and Associates, a professional services firm based in Ottawa. Laszlo is past Vice-President of the Program and Risk Management Office (PRMO) at Allen Vanguard Corporation. Laszlo has held roles with Shared Services Canada, General Dynamics, Irving Corporation, and SED Systems.

With a passion to help individuals and organizations succeed, Laszlo is currently an Instructor at University of California Irvine Extension. Laszlo is also an Instructor at Oregon State University College of Business. Areas of instruction include Project Planning, Risk Management, and Leadership.

Michael Seeger

Michael Seeger is the Founder and President of OBSI, a consulting firm that helps companies optimize their customer experiences across all distribution channels and customer touch points. Utilizing his innovative “PinPoint the PainPoints” methodology, he has collaborated with his clients to achieve an impressive track record for improving customer acquisition, satisfaction and retention while lowering costs and growing revenues. He has done so over a broad array of vertical markets including media, healthcare, financial services, and manufacturing. Prior to forming OBSI, Seeger served as Senior Vice-President of Operations and Customer Care for Showtime Satellite Networks Inc.

Across his career, Seeger has enhanced the performance of some of the world’s best-known brands including DIRECTV, SiriusXM Radio, Hewlett Packard, Ricoh USA, Prudential Insurance and many others. He has led large scale enterprise Customer Relationship Management (CRM), Service Management and other marketing strategy and technology initiatives; led multi-site outsourced Contact Center selection and improvement initiatives; and helped companies achieve their service management objectives through enterprise business process optimization programs and organizational development.

Jason Souliere

Jason is a Director leading KPMG’s ServiceNow practice within IT Advisory with in-depth experience in consulting and solutions development across multiple industries. He specializes in helping large IT organizations transform the business facing technology services they provide and the people, processes and technologies that provide them. He has managed a wide range of consulting assignments including IT transformation efforts, organization and process improvements, systems development, and infrastructure initiatives.

More than 24 years of experience in IT operations, consulting and solution development space combined, Jason has managed a wide range of consulting assignments including IT strategy and planning efforts, IT organizational and process improvements, IT optimization, Service Desk outsourcing and tool implementations and ITSM initiatives. Jason holds the ITIL certification and experience in program management, ITIL service strategy, financial management, asset management and innovative solution development, leading to bold IT transformation programs for large private and public sector organizations.

Kugi Usmani

Kugi is an IT Service Management Consultant for TOPdesk Canada. Kugi started her career within Health Care Software Implementation and has grown to guide organizations in both the Public and Private sector within their implementation journeys. Through her time as a Consultant at TOPdesk, Kugi has taken particular interest in working with organizations to build processes around automation, while highlighting the human aspects of service delivery.

Colwyn Warner

Mr. Warner, as Vice President of Strategic Client Solutions, manages Emtec’s Commercial Infrastructure practice  (including both Cyber Security and ITSM services) and Canadian operations, providing advisory, implementation and managed support services focused on the Office of IT. Prior, he served as Emtec’s Chief Knowledge officer, managing an advisory team that helped clients evaluate their business and technology requirements to recommend appropriate technology solutions. Mr. Warner has strong experience in business application architecture, infrastructure architecture; Network infrastructure; Storage and Data Protection solutions; Federated Identity solutions and Disaster Recovery/ Business Continuity Processes and Solutions. He has consulted on, and led infrastructure architecture initiatives for a wide range of industries including US Federal Government, Retail, Banking, Financial Services, Manufacturing, Telecommunications, Gaming & Hospitality, Healthcare and K-12 education. Mr Warner has over 25 years’ experience in the information technology industry with over 18 in consultative, advisory and strategy roles. He holds MBAs in Information Technology Strategy & Finance from New York University and a BSc Electrical Engineering from the University of Calgary.

Steven Woodward

Steven Woodward is CEO of Cloud Perspectives, an international leader in educating, planning, estimating, measuring, governing, integrating, architecting, securing and executing innovative value-focused solutions.

Since 2009, Steven Woodward has been leading and contributing to many of the ICT standards, transformation, cloud computing and government communities.

Steven has authored several published chapters in software metrics best-practices books and regularly contributes articles and acts as an editor/reviewer of other publications, including IEEE.

In 2018 Steven was leading cloud federation security definitions in conjunction with NIST and IEEE, data jurisdiction considerations with ISO/IEC and Edge Computing security elements with ISO/IEC.

Steven is also contributing to updating Canadian Privacy Regulation, defining Ethics & AI practices and clarifying the GDPR impact on Canada.

Steven is known for his interactive style and unique logical perspectives that encourages value-focused transformative change.

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