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Service Management Strategies in the New Virtual World
Professional Development and Educational Workshop Days

November 30 - December 1, 2020
Virtual Online Event

Discover IT Service Management Best Practices in Our Reimagined Virtual Professional Development and Educational Workshop Days

Now in its 11th hugely successful year, our annual event brings together Service Management leaders, professionals, and practitioners to exchange ideas, concepts and lessons learned concerning the continual evolution, adoption, transformation and use of Service Management best practices in the digital world.  The 2020 itSMF Professional Development and Educational Workshop Days center on the theme “Service Management Strategies in the New Virtual World”.  This year’s event features global speakers and international industry experts – some of the best minds in the Service Management world – who will interact with each other and attendees about tackling Service Management and digital transformation challenges generally and during a global pandemic.

This year, itSMF is moving its successful in-person Professional Development and Educational Workshop Days event to a virtual platform.  The virtual event allows for a broader and wider outreach to thought leaders, industry experts and professionals interested in Service Management.  A comprehensive selection of Service Management topics organized across four exciting event tracks and a series of workshops are designed to help you focus on the challenges that are most important to you.

Enjoy a flexible two-day event experience all without leaving home.  Expand your knowledge and network 100% virtually from your desk.

Keynote Speakers

Hear from incredible keynote speakers who will leave you inspired, motivated and excited about Service Management in the digital world.

Session Tracks

Track 1: Digital Transformation

Track 2: Service Management Strategies

Track 3: Challenges of Managing Change

Track 4: Innovative Options

Workshops & Interactive Sessions

Our Service Management workshops are designed to encourage full participation from attendees.  Ideas shared and topics discussed during the workshops are intended to be utilized wherever possible within your business or organization.  You'll also learn how to define and achieve successful outcomes from experts and practitioners who have done it before.


This event is a lot more than its innovative sessions. You’ll also enjoy networking at curated virtual breakouts, one-on-one chats, networking events where you can reconnect with old colleagues and build new relationships with peers and Service Management leaders.


  • Watch and listen to keynote presentations
  • Join live discussions through breakout sessions and group participation
  • Q&A with speakers
  • Chat and network with colleagues and speakers one-on-one
  • Visit and explore interactive expo areas
  • Fill out and give your feedback through polls
  • Participate in workshops and networking events
  • Connect and exchange virtual business cards for following up later
  • Access keynote, session and workshop recordings and slides

Registration & Prices

To register please click on the applicable participant category link below (All Prices in Canadian Dollars)


Please find the schedule outline here.


Virtual Event delivered on the event platform.

Keynote Speakers:

Alex Benay
KPMG in Canada

Michael Rosemann
Queensland University of Technology

Plenary Speaker:

Tom Yeatts

Session and Workshop Speakers:

Claire Agutter
Scopism and ITSM Zone

Jeff Braybrook
Shared Services Canada

Roger Burlton
Process Renewal Group

David Cannon

Nicole Conboy
Nicole Conboy and Associates

Miles Faulkner
Blended Perspectives

Jayne Groll
Dev/Ops Institute

Roman Jouravlev

Sarah Lyons
Privacy Analytics

Yash Parikh

Lisa Schwartz
ITSM Academy

Paul Vos

Rod Ward
Marval North-America

Paul Wilkinson

 Steve Woodward
Cloud Perspectives

Victor Zhu
Nova Scotia Power

2020 Sponsors

2020 Community Sponsors

itSMF Canada - 116 Albert Street, Suite 200 & 300, Ottawa, Ontario, K1P 5G3 |  

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