Jean-Claude Beaudry & Bruce Caddell - Agile Implementation through Continual Service Improvement
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.
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.
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.
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.
In this session, Jean-Claude Beaudry and Bruce Caddell will present some of the program's approaches, cornerstones, improvement targets, and early achievements.
