ITSM - building for the future
Professional Development and Educational Workshop Days

November 29 - 30, 2021
Virtual Online Event

This event occurs in the Eastern Time (ET) Zone for US and Canada.

Time zones are automatically localized to your region in Hopin. Our Schedule has been built on the Eastern Time (ET) Zone for US  and Canada.


itSMF Canada is pleased to offer an inspiring program of dynamic, passionate and knowledgeable international speakers.  Below is the latest list of keynotes, plenary and speakers for the virtual online 2021 Professional Development and Educational Workshop Days.

Keynote Speakers


Yvon Audette

Partner, National Leader - IT Advisory Services, KPMG Canada, Canada

Yvon is a senior partner in KPMG Canada’s Management Consulting practice. Yvon has been with KPMG for the past 18 years and has been an executive consultant to CEOs, COOs, CFOs, CIOs and CHROs, Presidents, Boards, Senior Associate Deputy Ministers and various levels of senior ranks in Government and the private sector on several hundred projects in Canada and the US. Prior to joining KPMG Yvon spent over 10 years working for a global technology company, IBM.

Yvon leads KPMG’s IT Advisory Canadian practice including the role of Vice-President for IT/Net Canada. He also sits on the Canadian Innovation and Digital leadership team in Canada.  Yvon represents Canada at many global tables for the above mentioned areas.

Yvon specializes in transforming organizations through the use of innovative and disruptive approaches and has led a number of strategic engagements over his career including Business, Operational, Digital and IT assignments.  Yvon has spoken at many National Public Speaking events on topics ranging from Digital Transformation, CIO Research, Digital Industry trends/research.

Yvon has served as lead partner on a large number of advisory assignments across several industries including manufacturing, transportation, logistics, retail, grocery, healthcare, technology, telecommunications, insurance, pensions, banking, insurance, broader public sector, power and utilities, since joining KPMG in 2003.


    Alan Nance

    Co-Founder and President, XLA Collab, USA

    Alan is a creative disruptor.  He was among the first to implement unattended operations; he was a founding contributor to ITIL and ITSM.  Alan created the concept of transformational outsourcing, and later at Royal Philips, in partnership with AWS, Google, and Azure, introduced consumption-based public cloud into large enterprises. He is an Ambassador for the DevOps Institute and a certified scale-up board member with Scale-Up Nation.

    Today, Alan spearheads another new development, Experience Management and XLAs. He co-founded XLACollab to help enterprises combine art and science to understand and create memorable employee and customer experiences. Success today isn’t about better infrastructure, processes, or applications. It’s about the experience you create and how that experience makes your employees and customers feel about you, your products and your services.


    miles faulkner

    CEO, Blended Perspectives, Canada

    Miles Faulkner 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.

    Miles has a wide range of 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.

    Tom yeatts

    Global Head of State, Local & Regional Government Solutions, ServiceNow, USA

    As Global Head of State, Local & Regional Government Solutions for ServiceNow, Tom's mission is to connect ServiceNow's rich portfolio of solutions to the most pressing needs of State, Local & Regional governments around the globe. Relying on his experience as a government CIO and his interactions with hundreds of government customers of ServiceNow, he provides strategies and insights to help solve the challenges government agencies face today.


    Dr. Lars Algermissen

    Co-Founder and CEO, PICTURE GmbH; Co-Inventer, PICTURE-Method, Germany

    As the CEO of PICTURE GmbH, a hidden champion for process management in the German public sector, Lars brings more than 20 years of experience in helping public adminstrations on all levels to modernize their processes.

    Based on his scientific career with a Masters degree and PhD in information systems he published more than 60 studies and papers on E-Government and process management in the public sector – during his time as head of the E-Government Competence Center at the European Research Center for Information Systems he created the PICTURE method – a process modelling approach dedicated for the public sector which is currently used by far more than 600 admistrations all around Germany.

    As CEO of PICTURE Lars and his team help public adminstrations introducing process management throughout a whole organisation by combining public sector specific methods, software tools and the largest repository of reference process models in Germany to a successful holistic approach which places PICTURE in a unique market position in Germany.

    Johann Botha

    Founder and CEO, getITright, South Africa

    Johann Botha is a digital change provocateur and CEO of getITright®, specialising in building digital age capabilities in organisations. He is one of the lead authors of VeriSM™ Unwrapped and Applied and the architect of Agile ADapT™ - an innovation-driven digital transformation method for incumbent organisation.

    During his nearly four decades as IT professional, executive manager, consultant, and coach, Johann was involved in dozens of successful organizational change initiatives, technical and business transformational projects on four continents, and across industries. 

    He builds digital-age capabilities in a practical and non-technical manner that Managers and Executives can immediately use to transform their organizations into Digital Industry Leaders. 

    He is recognized internationally as an authority on Digital Transformation and Business Agility, and received a Lifetime Achievement award for industry leadership (itSMF), and has recently also received four thought-leader accolades, for digital transformation (HDI), Agile, Customer eXperience, and Business Management (thinkers360).

    Johann studied electronics, IT, social and management science, and help develop international standards and management best practices. He teach Masters Level students at Nelson Mandela University in Progressive Service Management.

    Johann is a Chartered IT Professional, and holds professional accreditations in Service Management, Enterprise & IT Governance, Lean, Agile, DevOps, Cloud-computing and Information & Cyber-security, is the CEO of getITright®, and advisor to a few tech start-up’s.

    Johann will be a member of our panel discussion.


    David cannon

    Executive Vice President, nfiniti3, USA

    David is an experienced industry expert and consultant in technology management.  He has been at the forefront of helping organizations to understand and adjust to major shifts in the technology industry over the past 3 decades.  He has led consulting practices and business units in Forrester, Hewlett-Packard, and BMC Software.

    Today he provides consulting and advisory services from his own company.  David is the co-author of the ITIL 2007 Service Operation book, author of the ITIL 2011 Service Strategy book and lead editor of the ITIL 4 Digital and IT Strategy book.  He is a recipient of the itSMF lifetime achievement award.

    Karen cughan

    Owner and Senior Consultant, Karen Cughan Consulting Inc., Canada

    Karen has been actively involved in ITSM for more than 30 years in a variety of roles from business, technical, and process architecture to development to operations to IT and quality management to research and development.  Karen brings a dynamic skill set honed over decades working internationally across multiple industries and with a variety of private, quasi-government and government sector customers.  She is known for helping her customers to transform and modernize their service management organizations, solutions and day-to-day practices in the most pragmatic way.

    While at Fujitsu Consulting,  Karen was a contributor to Fujitsu’s Macrosope®, an integrated framework of methods and best practices designed to help reduce risk and maximize the value of business and digital transformation initiatives.  At the Application Portfolio Management Competency Centre, Fujitsu Consulting’s corporate level international outsourcing centre, Karen led the design, development, support and coaching on operational ITSM processes.  She was the co-instructor and developer of the APM transition method followed by all Fujitsu Consulting offices - including Fujitsu sister companies - worldwide to enable the smooth business and digital transformations.  Karen was also a key member of transition teams, guiding and coaching customer resources through business, technical and digital process improvements.

    Karen holds a Bachelor of Arts and a Masters of Arts degrees from Carleton University, in Ottawa, Ontario.  She currently works on a multi-year ITSM program as a business planning and process architect.

    Karen will be a member of our panel discussion.

    Image of Dani Danyluk

    Dani danyluk

    Director, Service Management, Service Planning, Design and Transition in the Infrastructure Technology Services Division, Government of Ontario, Canada

    Dani has been in IT for 30+ years, with more than 20 of those years spent specifically in Service Management. Dani has worked in both the Public and Private sector and owned a business, training and consulting in IT Service Management for 10 years.   For the past 13 years, Dani has worked in the Ontario Government as a Director in Service Management, initially supporting the Ministry of Transportation and the Ministry of Labour and most recently in the Enterprise Infrastructure Technology Division supporting all Ontario Public Service (OPS) clients. 

    Dani has been a member of itSMF Canada, since its inception in 2000, first as the Membership VP in the Greater Toronto Region Branch, then holding several roles on the itSMF Canada Board of Directors, most recently as President.

    Dani will be a member of our panel discussion.


    Louise Harris

    Founder, Change Institute / President SToS Consulting Inc., Canada

    Louise has worked with organizations to design and implement challenging digital and process transformations for over 30 years as an enterprise architect, a program director, and a certified management consultant. Her passion for helping organizations advance in collaborative, stakeholder centric design led her to embark on a PhD researching easier and more effective ways of engaging stakeholders, building commitment, and improving results. Louise is an accomplished speaker, educator, and hands on consultant. She is a lecturer at Memorial University in Canada and founder of the Change Design Institute. She can often be found performing ecological maintenance on the East Coast Trail with her two goats.

    Louise will moderate our panel discussion.


    Stephanie Leblanc

    Technical Manager, OPOR Nova Scotia Health Agency, Canada

    Stephanie is a Clinical Technology Manager at Nova Scotia Health and IWK Health supporting technology standardization and readiness activities in preparation for a provincial clinical information system. Stephanie has spent the former half of her career in IT consulting and latter half in Healthcare building effective teams, client relationships and developing service delivery models. She has worked in Operations Management, Project Management, IT Service/Strategy Management, Solution Development and Implementation in Canada, United States, and Ireland. Her areas of business expertise include Health Care, Defense, Security & Aerospace, Public Sector, Telecommunications, and Finance industries.

    Stephanie is a LEADS Leadership Facilitator for Nova Scotia Health and is certified as a CHIME CIO, and as a practitioner in ITIL, CP-HIMS, PMP, and COBIT 2019. She holds her Executive MBA and BSc from Saint Mary’s University. 

    Stephanie is an avid reader, traveller, and sports enthusiast. She is passionate about her dogs and naming them after NFL 49ers players. She has and had a Niner, Rice, Montana, Hope (only non 49er), Ronnie and the latest edition is Miss Bosa.


    vernon lloyd

    Director, Somerset Computer Consultancy Ltd, United Kingdom

    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.

    denis matte

    Founder, ITILfromExperience, Canada

    Denis Matte has over 25 years of IT experience in the private and public sector.  As a project manager he led the implementation of several enterprise ITSM tools and process improvements.  For almost a decade he was an enterprise ITSM tool product owner balancing the needs of various stakeholders, provided thought leadership to improve operations and rationalized several in-house developed tools. He currently works on a multi-year ITSM program.  Denis has several diplomas and certifications such as ITIL 4 Leader, ITIL 4 Managing Professional, ITIL Expert (v3) and ITIL Service Manager (v2).

    Amanda perran

    Partner, Consulting, Deloitte Consulting, Canada

    Amanda Perran is an experienced Business Leader, Architect and Microsoft Technology Strategist with over 20 years’ experience assisting organizations with the design, implementation and adoption of their digital transformation, information management, productivity, cloud computing and data intelligence solutions. As a leader in Deloitte’s Canadian Microsoft practice, Amanda leverages her diverse technology background to assist organizations in the digital transformation of their operations, practices and processes leveraging Microsoft Cloud based technologies including Azure, Microsoft 365, and Dynamics 365. She has been a 5 year member of the Microsoft Regional Director program, 10-time recipient of the Microsoft Most Valuable Professional (MVP) Award for Microsoft and multi-published book author and speaker at technology events worldwide. Specialties: Microsoft 365, Dynamics 365, Power Platform, Azure, Cloud Deployment Strategies (PAAS, IAAS, SAAS), DevOps, Process Design, Data and Cloud Architecture.


    Partner, ServiceNow Advisory Services, KPMG, Canada

    Jason Souliere is a Partner within KPMG’s IT Advisory practice. Jason has over 25 years of experience and over 5 years of experience implementing service management solutions levering ServiceNow. As organizations modernize their service delivery model and endeavor to maintain pace with ever changing technology landscape, Jason brings a dynamic skill set honed over decades working globally coupled with deep IT experience to accelerate their digital transformation. He is known for his excellent communication and analytical skills, leadership, creativity, perseverance, and the ability to work with diverse populations both individually and as a team member. He always maintains a professional and helpful attitude when dealing with clients.

    Jason will be a member of our panel discussion.

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