Victor Zhu
A Sequel, Using Modern ITSM to Drive your Service Catalog Transformation
Presentation Synopsis:
This topic is a new episode after the successful breakout in PDS2016 – Halifax Regional Municipality showcased their modernized Service Catalog portal with creative design and simplification.
The past year, ICT department continued its journey to mature the Service Catalog Management practice. It collaboratively developed the Technical Service Catalog (TSC) providing an interface to manage and foster the growth of its enterprise-wide ICT business services for 5000 employees.
The speakers will share the design of the TSC and how it relates to the business service offering made available on their service portal. The TSC is regarded as the cornerstone for all internal operational works - it seamlessly connects to incident, change, request, knowledge, SDLC, project etc. This catalog allows ICT begin to phase out the acceptance of a significant portion of emails, instant messaging and in-person requests for work so that the department can obtain the full benefit of managing the work in a consistent fashion on its ServiceNow platform.
Speaker’s Bio:
Victor Zhu, Certified ITIL Expert, IT Service Management Coordinator with Halifax Regional Municipality. Victor is one of the active and passionate speakers in itSMF Canada Atlantic region, with wealth of knowledge and experience in IT Service Management process governance and automation. Victor has developed a solid career path over the past decade in the ICT industry, focusing on the service value chain and the process eco system. Victor started his ServiceNow implementation journey since 2013. He is the lead in ITSM process design and automation, with a strong vision and hands on experience in implementing and improving: incident management, request fulfillment, service level management, service catalog management, change management, knowledge management, CMDB and Continual Service Improvement. Victor values “service-centric automation” and “user experience”. He strives to leverage the modern age of ITSM trend to build a pragmatic Lean Service Management practice within the organization to remain relevant into the future.
A Sequel, Using Modern ITSM to Drive your Service Catalog Transformation
Presentation Synopsis:
This topic is a new episode after the successful breakout in PDS2016 – Halifax Regional Municipality showcased their modernized Service Catalog portal with creative design and simplification.
The past year, ICT department continued its journey to mature the Service Catalog Management practice. It collaboratively developed the Technical Service Catalog (TSC) providing an interface to manage and foster the growth of its enterprise-wide ICT business services for 5000 employees.
The speakers will share the design of the TSC and how it relates to the business service offering made available on their service portal. The TSC is regarded as the cornerstone for all internal operational works - it seamlessly connects to incident, change, request, knowledge, SDLC, project etc. This catalog allows ICT begin to phase out the acceptance of a significant portion of emails, instant messaging and in-person requests for work so that the department can obtain the full benefit of managing the work in a consistent fashion on its ServiceNow platform.
Speaker’s Bio:
Victor Zhu, Certified ITIL Expert, IT Service Management Coordinator with Halifax Regional Municipality. Victor is one of the active and passionate speakers in itSMF Canada Atlantic region, with wealth of knowledge and experience in IT Service Management process governance and automation. Victor has developed a solid career path over the past decade in the ICT industry, focusing on the service value chain and the process eco system. Victor started his ServiceNow implementation journey since 2013. He is the lead in ITSM process design and automation, with a strong vision and hands on experience in implementing and improving: incident management, request fulfillment, service level management, service catalog management, change management, knowledge management, CMDB and Continual Service Improvement. Victor values “service-centric automation” and “user experience”. He strives to leverage the modern age of ITSM trend to build a pragmatic Lean Service Management practice within the organization to remain relevant into the future.
