Implementing a robust Service Level Management (SLM) process is typically a very difficult and drawn-out undertaking. It is often fraught with over-politicization, defensiveness and resistance, substantial complexity, lack of personnel with the right skillsets, and little understanding of the value of SLM among stakeholders.
There are some things a willing ITSM leader can do to make progress on implementing SLM under tough circumstances. Our guest will tell the story of the implementation of an enterprise-scale SLM process in the Ontario Public Service, with a focus on key factors that helped pave the way forward and lead to a surprisingly rapid series of successes.
Tim LeBlanc, Service Level Management - Enterprise Practice Lead
With over 25 years’ experience in customer service, online commerce and IT service management, Tim has made a career of bringing order out of disorder, often using limited resources to build transformational tools, processes, and functions that last. As an early innovator in the online banking space, Tim built and ran online correspondence, technical support, and business operations departments for CIBC and President’s Choice financial before moving into the public sector. In the Government of Ontario, Tim played a central role in several key IT service management initiatives, including the build and roll out of the enterprise IT Service Desk and Service Request Management functions, the Government of Ontario’s internal online IT ordering portal, among a number of other strategic transformations.
Most recently, Tim led the roll out of an enterprise-wide Service Level Management process and wrote two Government of Ontario IT Standards documents to underpin the effort.