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What’s happening to ITSM, and what does it mean for me?

  • 2023-04-27
  • 11:45 - 13:15
  • Virtual online event


  • Free
  • CAD 50 + HST.
    Consider an annual membership for CAD 150 - if you attend 3 or more events this is a much better value for money.

Registration is closed

Please join the virtual April 2023 lunch and learn, organized by the Ottawa-Gatineau and Atlantics branch teams:

What’s happening to ITSM, and what does it mean for me?

For more than 30 years, ITSM has played a pivotal role in how organizations use and manage IT.  But as digital technology and the cloud evolve, will ITSM still be such a key part of the way we manage IT?

Research and experience are proving once again that core disciplines of ITSM are essential in managing modern technology, but that they work differently.  They also shows that many organizations are defining ITSM too narrowly, and paying the price when state of the art solutions don’t yield the anticipated results.

This presentation shows how the role of ITSM has changed over the last 20 years, and why service management remains an essential digital technology management capability.  It will explain why, far from retreating into its traditional stronghold of technical operations and support, service management should be championed at every level in those organizations seeking success in the digital world.

SPEAKER: David Cannon

David is an experienced IT and business leader, and ITIL author.

He has led consulting practices in Hewlett-Packard and Forrester Research.  He has successfully helped organizations to adapt to fundamental industry shifts, especially to transition to new ways of using and managing digital technology.
David is the co-author of ITIL 2007 Service Operation, the author of the ITIL 2011 Service Strategy, lead editor and co-author of ITIL 4 Digital and IT Strategy and ITIL 4 Acquiring and Managing Cloud Services.  He has also co-authored several ITIL practices.
He is a recipient of the itSMF Lifetime Achievement Award and acknowledged as one of HDI’s top 25 thought leaders.



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