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Service Level Management - Where to Start, Where to Go

Maturing the Service Level Management (SLM) Practice is difficult and seemingly never ending. Striving to promote & foster constructive conversations between IT and Business is a powerful guiding principle. The SLM team within the Ontario Public Service continuously strives to evolve their practice using tactics and strategies that have yielded powerful results. This presentation walks through how the OPS has gone from a set of guiding principles for Service Level Management to the very practical methods and steps involved in activating and maturing SLM in a large, complex organization. Let’s walk through our journey together.

Speakers:

Tim LeBlanc

Tim LeBlanc has 30 years’ experience in leadership positions in IT. At CIBC and President’s Choice Financial, he worked at the forefront of the Internet commerce boom, establishing and managing teams, processes, procedures, and technologies to support rapidly growing service demand. In the Ontario Public Service, Tim was first hired to build and implement an IT Service Desk and a set of IT Service Management processes. Since then, among other accomplishments, he led the establishment of a service request management process, conceived and implemented transformative online ordering and service catalogue capabilities, and eventually led the establishment of an enterprise Service Level Management practice. In his personal life, Tim enjoys family, cooking, languages (Czech, Spanish, French, English), the sciences, playing guitar, and writing.

Paul Golden

Paul, with over 35 years involvement in the IT world, joined the OPS in 2008. This followed over 2 decades of private sector experience holding various roles including Executive Management positions across different IT companies. With the Ontario Public Sector, Paul manages the Service Level Management (SLM) team within the Infrastructure Technology Service (ITS) Enterprise Division. Through an empowered and collaborative style, SLM continues to provide value by maturing the service performance & health management across the OPS. Paul is open about his disruptive approach, recognizing that real business benefits require deliberate positioning, where transparent conversations create authentic connections. Leveraging certifications spanning ITIL, PMP and various technical designations, his focus remains on building a brand where the value of many far exceeds the contributions of one. Paul graduated with a B.Sc. from McMaster University, and has remained attuned to ongoing education and leadership training programs.

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