Session 304: The Service Management Journey at IKO Industries: Lessons from Year 2

Wednesday, November 18 at 2:30 PM

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In late 2018, IKO Industries Ltd. embarked on a global, organization-wide continual improvement initiative. Last year at SMW 19, Pierre Bernard presented the lessons learned from the first year of that journey, focusing on the importance of communication, securing and sustaining management buy-in, and adopting and realizing the benefits of various frameworks and methodologies. This year, Pierre is back with the lessons learned in the second year of this ongoing saga…umm, initiative.

Pierre will present the lessons learned in attempting to sustain management buy-in throughout the year keeping IT personnel engaged, and designing, building, and transitioning six practices: knowledge management, problem management, change control, incident management, service request management, and (possibly) service level management. Learn about what went well, what didn't go so well, and what they did to improve it as they deployed and released process after process in 2020.

Pierre Bernard

Global ITSM Process Manager
IKO Industries Ltd.

Pierre Bernard is currently the Global ITSM Process Manager for IKO Industries Ltd. He has more than 35 years of experience in IT, with extensive experience, knowledge, and expertise in service management, organizational change, business management, and continual service improvement. Pierre holds numerous certifications, including ITIL Expert, AGILE Foundation, PRINCE2 Practitioner, Master Trainer/Facilitator, COBIT5, ISO/IEC 20000, and ISO/IEC 27000. Pierre has also written numerous ITSM-related books.