Professional Development Summit
  • Home
  • Registration
  • 2018 Program
    • Morning Keynote Speaker
    • Lunch Keynote Speaker
    • 2018 Session One >
      • Jean-Claude Beaudry
      • John Robertson
      • Chris Fullerton
      • Bill Carroll
      • Ian Ghent
    • 2018 Session Two >
      • Danielle Comeau
      • Stephen Smith
      • Martha Wenc
      • Andrew Pery
      • Mini-panel - Evolution of Technology
    • 2018 Session Three >
      • Charles Villanyi Bokor
      • Melanie Gallant
      • Mini-panel PM Stories
      • Tim Dickinson
      • James Slupsky
    • 2018 Session Four >
      • Perry McLeod
      • John Buckley
      • Emad Rizkalla
      • Michelle Murray
  • Sponsor
  • FAQ
  • About Us
    • About Us
    • Contact Us
    • PDS Committee
  • Previous Events
    • Photo Gallery
    • 2017 Program >
      • Ted Graham Keynote Speaker
      • 2017 Executive Panel >
        • Fawn Annan - Moderator
        • Peter Burns
        • Sandra Cascadden
        • Roman Coba
        • Spiro Bokolas
        • Jeremy Wubs
      • 2017 Session One >
        • Dianne Gaudet
        • Kevin Schwenker
        • Brenda Fay
        • Matthew Leach
        • Jeremy McCurdy
      • 2017 Session Two >
        • Katalin Allen
        • Victor Zhu
        • Gary Cox
        • Robin Veinotte
        • Nathan Dennison
      • 2017 Session Three >
        • Ian MacNeil and Carrie Forbes
        • John Trites
        • Teri Fearn
        • Brian Fanning
        • Anas Aman
      • 2017 Session Four >
        • Victoria Mcintosh
        • John Robertson
        • Emily Hemlow
        • Jordan Kyriakidis
        • Patrick Rogers
    • 2016 Program >
      • 2016 Keynotes >
        • Jennifer Gillivan - Opening Keynote
        • Perry Monaco - Lunch Keynote
      • 2016 Session One >
        • Ian MacVicar
        • Natalie Doyle Oldfield
        • Victor Zhu
        • Grant Sullivan and Greg Foran
      • 2016 Session Two >
        • Livia Botyanszki Boss
        • Ron RIchard
        • Patricia Uptegrove
        • Dale Kehler and Lynn Clark
      • 2016 Session Three >
        • Catherine Vardy
        • Devin Cameron and Melissa Reid
        • Steve Caseley
        • Victoria McIntosh 2016
      • 2016 Session Four >
        • Louise Harris
        • Mike Frenette
        • Stephen Doiron
        • Tim Pratt
    • 2015 Program >
      • 2015 Session One
      • 2015 Session Two
      • 2015 Session Three
      • 2015 Session Four
    • 2014 Presentations
    • 2013 Presentations
    • 2013 Workshops
    • 2012 Presentations
    • 2012 Workshops
    • 2011 Presentations

Jean-Claude Beaudry & Bruce Caddell - Agile Implementation through Continual Service Improvement
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Jean-Claude Beaudry
ITSM Program Coordinator
Dalhousie University

Jean-Claude (JC) Beaudry has more than twenty years of experience in IT, fifteen specializing in ITSM. JC has worked in multiple service management environments, directing and conducting various process reengineering, service offering definition, and ITSM tool implementation projects, as well as leading operational support teams. In 2005, he founded the Qualiti7 Company, one of the leading ITSM company's in Canada. He's currently the ITSM program coordinator for the Information Technology Services department at Dalhousie University. JC was one of the first to be certified as an ITIL v3 Expert, an ITSM consultant, a certified ITIL trainer, and a frequent speaker at itSMF conferences in Canada and Europe.

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Bruce Caddell
Director, Client Services
Dalhousie University

Bruce Caddell is the director of client services for the Information Technology Services at Dalhousie University, which includes card services, desktop and lab support, hardware services, audio/visual services, and departmental SLAs. He's responsible for ensuring continuous development, executing technical strategies, providing customers with exceptional service, and maintaining ITS's position as a technically innovative and forward-looking department.


In 2013, Dalhousie University, the largest university in Atlantic Canada, launched its IT transformation effort, drafting a three-year ITIL implementation road map to help prioritize its most urgent technological, cultural, and organizational issues. Resources were scarce, but by taking an Agile approach, the CIO, ITSM program coordinator, and program sponsor designed a program that would be driven by process owners through the continual service improvement process.
In this session, Jean-Claude Beaudry and Bruce Caddell will present some of the program's approaches, cornerstones, improvement targets, and early achievements.
 Volunteer Support provided by the Organizations shown below
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2018
  • Home
  • Registration
  • 2018 Program
    • Morning Keynote Speaker
    • Lunch Keynote Speaker
    • 2018 Session One >
      • Jean-Claude Beaudry
      • John Robertson
      • Chris Fullerton
      • Bill Carroll
      • Ian Ghent
    • 2018 Session Two >
      • Danielle Comeau
      • Stephen Smith
      • Martha Wenc
      • Andrew Pery
      • Mini-panel - Evolution of Technology
    • 2018 Session Three >
      • Charles Villanyi Bokor
      • Melanie Gallant
      • Mini-panel PM Stories
      • Tim Dickinson
      • James Slupsky
    • 2018 Session Four >
      • Perry McLeod
      • John Buckley
      • Emad Rizkalla
      • Michelle Murray
  • Sponsor
  • FAQ
  • About Us
    • About Us
    • Contact Us
    • PDS Committee
  • Previous Events
    • Photo Gallery
    • 2017 Program >
      • Ted Graham Keynote Speaker
      • 2017 Executive Panel >
        • Fawn Annan - Moderator
        • Peter Burns
        • Sandra Cascadden
        • Roman Coba
        • Spiro Bokolas
        • Jeremy Wubs
      • 2017 Session One >
        • Dianne Gaudet
        • Kevin Schwenker
        • Brenda Fay
        • Matthew Leach
        • Jeremy McCurdy
      • 2017 Session Two >
        • Katalin Allen
        • Victor Zhu
        • Gary Cox
        • Robin Veinotte
        • Nathan Dennison
      • 2017 Session Three >
        • Ian MacNeil and Carrie Forbes
        • John Trites
        • Teri Fearn
        • Brian Fanning
        • Anas Aman
      • 2017 Session Four >
        • Victoria Mcintosh
        • John Robertson
        • Emily Hemlow
        • Jordan Kyriakidis
        • Patrick Rogers
    • 2016 Program >
      • 2016 Keynotes >
        • Jennifer Gillivan - Opening Keynote
        • Perry Monaco - Lunch Keynote
      • 2016 Session One >
        • Ian MacVicar
        • Natalie Doyle Oldfield
        • Victor Zhu
        • Grant Sullivan and Greg Foran
      • 2016 Session Two >
        • Livia Botyanszki Boss
        • Ron RIchard
        • Patricia Uptegrove
        • Dale Kehler and Lynn Clark
      • 2016 Session Three >
        • Catherine Vardy
        • Devin Cameron and Melissa Reid
        • Steve Caseley
        • Victoria McIntosh 2016
      • 2016 Session Four >
        • Louise Harris
        • Mike Frenette
        • Stephen Doiron
        • Tim Pratt
    • 2015 Program >
      • 2015 Session One
      • 2015 Session Two
      • 2015 Session Three
      • 2015 Session Four
    • 2014 Presentations
    • 2013 Presentations
    • 2013 Workshops
    • 2012 Presentations
    • 2012 Workshops
    • 2011 Presentations
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