Service Management Strategies in the New Virtual World
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164 people
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Schedule
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Welcome & Opening Remarks
Leslie Backman, President itSMF Ottawa-Gatineau, will welcome all attendees and deliver opening remarks.
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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.
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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.
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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.
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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.
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Plenary: 2020 - Impact on Digital Transformation
Government and agencies need a seamless, integrated way to interact and deliver services to citizens, quickly and effectively.
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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.
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We Don't Need Organizational Change, We Are Agile?
Who can look into the post COVID crystal ball?
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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.
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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.
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Using Service Activation to Kick-start your ITSM Engagement
How to use a Service Activation process to ignite your other processes effectively and efficiently.
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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.
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Welcome & Opening Remarks - Day 2
Leslie Backman, President itSMF Ottawa-Gatineau, will deliver opening remarks.
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Trans4Mation for Dummies
Trans4Mation for dummies…what does it mean for ITSM? What and who needs to transform? 8 key tips.
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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.
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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.
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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.
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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.
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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.
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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.
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Service Management - International Perspectives - COVID-19
Next generation IT Service Management perspectives, Cloud and DevSecOps.
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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).
Speakers
Leslie Backman
President, itSMF Canada, Ottawa-Gatineau Branch
Sarah Lyons
Helping organizations use sensitive data assets safely for innovation that benefits everyone
Booths
DevOps Institute
DevOps Institute works to enhance the human elements of DevOps.
DIYmonde Solutions Inc.
'Do It Yourself' * DIY * Helping You Succeed
IT Governance Publishing
World-Leading Publisher for Governance and Compliance
Marval North America
Automate your service desk with MSM - Chatbot, RPA, Datalake.
TOPdesk
Helping organizations enhance service delivery through the use of standard & simple software.
servicenow.com
Service-Focused Government
Blended Perspectives
Jira Service Management - Agile ITSM from Atlassian's Expert Partner