Session 403: Service Management Journey at IKO Industries: Lessons from the First Year

Tuesday, November 12 at 3:30 PM

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IKO Industries has embarked on global, organization-wide continual improvement initiative, requiring all departments to drive toward the same goals: improve customer service, perception, and satisfaction; increase accessibility through a single point of contact; improve the quality and turnaround of customer requests; improve teamwork and communication; reduce negative business impacts; improve management of infrastructure and use of IT resources; increase productivity; and provide management with more meaningful information and inputs for decision-making. No pressure, right? These initiatives are forcing the organization to research, adopt, and adapt service management concepts and best practices. In this session, Pierre Bernard will share lessons learned from the first year of the journey, focusing on the importance of communication, securing and sustaining management buy-in, and adopting and realizing the benefits of various frameworks and methodologies.

Pierre Bernard

Global ITSM Process Manager
IKO Industries Ltd.

Pierre Bernard is currently the Global ITSM Process Manager for IKO Industries Ltd. He has 34 years of experience in IT, seven of those as a service desk manager. He has extensive experience, knowledge, and expertise in service management, organizational change, business management, and continual service improvement. Pierre also holds numerous certifications, including ITIL Expert, AGILE Foundation, PRINCE2 Practitioner, Master Trainer/Facilitator, COBIT5, ISO/IEC 20000, and ISO/IEC 27000.