Powering inclusion through diversity with ITSM
Mike Popoff
Concordia University
Mike Popoff is the Director, User Services in Instructional and Information Technology Services at Concordia University. With over 18 years of IT experience including 14 years contributing to the IT Services at Concordia, Mike’s current portfolio includes the Service Desk, Service Centre’s, Cinemas, Audio-Visual Services, Desktop Technologies and Research Support responsibilities. Active projects include an ITSM initiative including process definition, implementation, and on boarding of IT staff University-wide, IT asset management, and defining the IT research support strategy.
Lori Pelletier
University of Regina
Lori Pelletier is the Manager, IT Support Group, in Information Services at the University of Regina. She has worked in IT for 16 years, and in her current role for the past 8. She manages day-to-day service desk operations for staff and students, and is also responsible for desktop technical support, employee computer training, incident management, customer service and IT-related communications to campus.
Sue McKinlay
McMaster University
Sue McKinlay is the Senior Manager of Client Services in Technology Services at McMaster University. She has worked at McMaster for 15 years as a Project Manager and has been in the current role for 2 ½ years. Her portfolio consists of Service Desk, Technical Support, Lab Support and Customer Service.
Diana Koyanagi
Simon Fraser University
Diana Koyanagi is currently the Manager, Service Desk Burnaby, in IT Services at Simon Fraser University. She has over 15 years of professional experience working in the higher education sector, and has been with Simon Fraser University for the last 4 years. Her current portfolio includes managing day-to-day service desk operations, computer lab support, and telephone operations. She is also a member of the Change Advisory Board representing Client Services.
Costin Ciuclaru
York University
TBC
Abstract
Many Canadian Universities are leveraging IT Service Management to successfully deliver IT services. Without fully understanding the diversity within our institutions and working together as cohesive units, it is challenging... [ view full abstract ]
Authors
- Mike Popoff (Concordia University)
- Lori Pelletier (University of Regina)
- Sue McKinlay (McMaster University)
- Diana Koyanagi (Simon Fraser University)
- Costin Ciuclaru (York University)
Topic Area
People: Diversity and inclusion
Session
D3-S3-06 » Wednesday Session 3 (30 min) - 6 (13:30 - Wednesday, 20th June, ASB 10900)
