Jo Marchand - HRM’s IT Service Management Journey - the Sequel
Jo Marchand is a certified ITIL® Expert with over 30 years of experience in IT Service Management. She has led the design and implementation of ITIL Catalogue, Change, Configuration, Incident, Problem, Service Continuity, Service Level Management and Continual Service Improvement processes in multi-stakeholder environments. In 2013, she joined Halifax Regional Municipality and is the Manager of ITSM with responsibility for the Service Desk and ITSM process implementation across the Information, Communications & Technology Division
Jo Marchand is a certified ITIL® Expert with over 30 years of experience in IT Service Management. She has led the design and implementation of ITIL Catalogue, Change, Configuration, Incident, Problem, Service Continuity, Service Level Management and Continual Service Improvement processes in multi-stakeholder environments. In 2013, she joined Halifax Regional Municipality and is the Manager of ITSM with responsibility for the Service Desk and ITSM process implementation across the Information, Communications & Technology Division
Case Study - An update on ICT IT Service Management Initiatives:
After Development of an ICT Service Catalogue and agreement with Business Units to establish Service Level Agreements supported by performance reporting, ICT has continue to evolve an ITSM process implementation roadmap. Jo will share progress to-date and lessons learned on the ITIL journey.
After Development of an ICT Service Catalogue and agreement with Business Units to establish Service Level Agreements supported by performance reporting, ICT has continue to evolve an ITSM process implementation roadmap. Jo will share progress to-date and lessons learned on the ITIL journey.
