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Service Management Strategies in the New Virtual World

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Schedule

· Expo
Expo Hall
Visit the Expo Hall and interact with our generous Sponsors.
· Sessions
Welcome & Opening Remarks
Leslie Backman, President itSMF Ottawa-Gatineau, will welcome all attendees and deliver opening remarks.
Leslie Backman
· Sessions
Keynote: Keeping Pace: Rapid Transformations in a Digital World
What happens when every sector in the world is dealing with the fastest pace of change in history? That’s the question gripping senior leaders globally.
Leslie Backman Alex Benay
· Sessions
ITIL 4 Through 2021 and Beyond
Roman shares how year 2020 has changed ITIL 4 development and how ITIL 4 may help organizations in living through 2021 and beyond.
Roman Jouravlev
· Sessions
Customer Centric Digital Design
This session delves into what's needed for digitalized customers and user solutions to be sustained and the experience to feel seamless.
Roger Burlton
· Sessions
Everything as a Service: A New Strategy to Energize your Enterprise with Digital Workflows
“Everything as a Service” provides our workplace a digital context, offers employees a connected work experience on a service management platform.
Victor Zhu
· Expo
Expo Hall
Visit the Expo Hall and interact with our generous Sponsors.
· Sessions
Plenary: 2020 - Impact on Digital Transformation
Government and agencies need a seamless, integrated way to interact and deliver services to citizens, quickly and effectively.
Tom Yeatts
· Sessions
ITIL 4 Digital and IT Strategy – Beyond 2020
David explains the thinking behind ITIL 4 Digital & IT Strategy and shows its importance for business and technology leaders at every level.
David Cannon
· Sessions
We Don't Need Organizational Change, We Are Agile?
Who can look into the post COVID crystal ball?
Paul Vos
· Sessions
ITIL 4 So Far: The Promise vs The Reality
Miles Faulkner, CEO at Blended Perspectives will be discussing the evolution of ITIL 4 to date.
Miles Faulkner
· Expo
Expo Hall
Visit the Expo Hall and interact with our generous Sponsors.
· Sessions
SRE is a Service Management Framework
This session will look at SRE from a service management perspective including the role of the Site Reliability Engineer.
Jayne Groll
· Sessions
Using Service Activation to Kick-start your ITSM Engagement
How to use a Service Activation process to ignite your other processes effectively and efficiently.
Rod Ward
· Sessions
Day 1 Wrap-up, Draw & Closing Remarks
Leslie Backman, President itSMF Ottawa-Gatineau will draw for the winner for vendor prizes and wrap up the day.
Leslie Backman
· Expo
Expo Hall
Visit the Expo Hall and interact with our generous Sponsors.
· Expo
Expo Hall
Visit the Expo Hall and interact with our generous Sponsors.
· Sessions
Welcome & Opening Remarks - Day 2
Leslie Backman, President itSMF Ottawa-Gatineau, will deliver opening remarks.
Leslie Backman
· Sessions
Trans4Mation for Dummies
Trans4Mation for dummies…what does it mean for ITSM? What and who needs to transform? 8 key tips.
Paul Wilkinson
· Sessions
Service Management Strategies in a Virtual World - What Did We Learn?
This session looks at the way 2020 has changed how, where, when and why we work, and how technology has enabled our transformation.
Claire Agutter
· Sessions
Tales from a Change Agent
Nicole tells some tales about how to avoid the pitfalls that come along with changing what people do on a daily basis.
Nicole Conboy
· Expo
Expo Hall
Visit the Expo Hall and interact with our generous Sponsors.
· Sessions
Collaboration Tools: Fostering Service Management Team Collaboration in Real Time
How collaboration tools can help improve the way service management teams can work together better to deliver services faster and better.
Jeff Braybrook
· Sessions
Transformation: Turn Data Privacy into Data Potential
This session explores how to earn stakeholders’ trust to innovate with sensitive data and realize the full value from your data assets.
Sarah Lyons
· Sessions
Level Up Your Service Management Customer Experience
This session walks through the features, possibilities and maturities of a Self-Service Portal that elevates your customer experience.
Yash Parikh
· Sessions
Six Tools for Business Process Analysis
This workshop introduces participants to 6 key business analysis and change techniques and to apply these techniques through a case study.
Roger Burlton
· Expo
Expo Hall
Visit the Expo Hall and interact with our generous Sponsors.
· Sessions
Service Management - International Perspectives - COVID-19
Next generation IT Service Management perspectives, Cloud and DevSecOps.
Steven Woodward
· Sessions
XLAs: Applying the Art & Science of Experience
In this session, we introduce Experience Level Agreements (XLAs) and discuss how they augment, not replace, existing Service Level Agreements (SLAs).
Lisa Schwartz
· Sessions
Keynote: Ambidextrous Service Design: How to See What Else is Possible
We rely on creative, out-of-the box thinking. Explore ambidextrous design and how a bigger box helps to see what's possible.
Leslie Backman Michael Rosemann
· Sessions
Day 2 Wrap-up, Draw & Closing Remarks
Leslie Backman, President itSMF Ottawa-Gatineau will draw for the winner for vendor prizes and provide closing remarks for PDD 2020.
Leslie Backman

Speakers

Miles Faulkner

CEO at Blended Perspectives Inc.

Victor Zhu

Manager, IT Service Delivery

Rod Ward

ITSM Specialist, Marval North America

Alex Benay

Partner, Digital and Government Solutions KPMG Canada

Leslie Backman

President, itSMF Canada, Ottawa-Gatineau Branch

Lisa Schwartz

CEO, ITSM Academy

Tom Yeatts

CTO/Chief Strategist - State & Local Gov’t, Higher Education, ServiceNow

Paul Vos

Organizational Transition Specialist

Steven Woodward

CEO, Cloud Perspectives

Roger Burlton

President, Process Renewal Group

Yash Parikh

Service Management Consultant

Claire Agutter

Director, Scopism and ITSM Zone

Nicole Conboy

An ITSM expert with over 25 years of experience helping organizations transform their capabilities

Paul Wilkinson

Business Development Director, GamingWorks

Sarah Lyons

Helping organizations use sensitive data assets safely for innovation that benefits everyone

Michael Rosemann

Director, Centre for Future Enterprise, Queensland University of Technology

Roman Jouravlev

ITIL 4 Lead architect and development manager

Jayne Groll

CEO, DevOps Institute

David Cannon

Lead Editor: ITIL 4 Digital & IT Strategy

Jeff Braybrook

A passion for helping people work together digitally

The event is over

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