Valence Howden Email & Phone Number

Toronto, Ontario, Canada

Greater Toronto Area, Canada

My responsibilities:• Contribute to the development on the ISO/IEC 20000, ISO/IEC 38500 standards • Reviewer on multiple ITSM and Governance standards update proposals• Providing my perspective to help drive Canada's position (vote) for the SC40 Ballots; • Participate in the Technical Committees

Toronto, Canada Area

I help organizations build and implement IT and Enterprise governance frameworks and approaches, build and optimize their IT and Enterprise Risk Management Governance and practices, improve their compliance and system of controls, build and implement IT service Management strategies and improve their SM practices, run organizational assessments using COBIT and establish organizational metrics and dashboards. I facilitate consulting engagements and workshops with executive level decision makers in IT and the Business to ensure successful strategic outcomes.I am an SME and drive the research agenda in the areas of Service Management, IT Governance, Policy Management and Enterprise and IT Risk management, including how to adapt them to enable digital transformationI am the lead analyst for tools in the GRC and EPM space.

Toronto, Canada

Toronto, Canada Area

• Design and develop the research agenda for the IT Governance, CobIT, Business Value and Quality Management practice areas within the firm.• Manage a team of research managers, providing content stewardship on a broad range of IT topics (referenced in publications section)• Lead client engagements on a wide array of topics such as CobIT Assessment, Demand Management, Intake, Service Catalog implementation, Configuration Management, IT Service Management and IT Value Chain.• Provide strategic guidance and mentorship to senior IT leaders as an Executive Advisor in the Key Initiative Plan program (Info-Tech’s flagship member program)• Actively provide sales support to close value opportunities

Toronto, Canada Area

Manage a team of analysts to develop and deliver best practice research to clients. Provide sales support for services contracts and engagements. Deliver advisory consulting services and workshops to clients.o Lead a team of consulting analysts to produce research reports that provide best practices for implementing IT systems and improving IT processeso Specialties include ITSM, CobIT, ITIL Best Practices and process improvemento Design, develop and deliver best practice training for clients in Canada and the USAo Provide advisory services, assisting clients with service design, process improvement, IT Governance, service support and delivery

Whitby, Ontario

Toronto, Ontario, Canada

Responsible to ensure the successful design and operation of core Operational IT Processes. Act as a best practice advisory source for investigation into, development and improvement of Operational Support Design and IT processes within the agency. Researched industry best practices for new opportunities to drive improvement in achieving Service Level Targets and Key Performance Indicators. Initiated Operational Service Design function with a mandate of ensuring the sustainable design of services. Support structures, including process interactions and knowledge transfers were designed, trained and completed for new and modified services Active Core Team member that helped develop the Distributed Support Model (DSM) with accountability for developing the implementation plan, aligning the DSM with the Electronic Health Record (EHR) Roadmap.. Aligned Service Management and Architectural categorization and worked with Enterprise Architecture to create an aligned service meta-model, including integration with the IT Service Catalogue and the CMDB. Accountable to ensure the IT infrastructure was mapped to Business Services by ensuring translation of business, logical and physical architecture to a decomposed ITSM service model. Implemented Process improvement framework and guidelines. Reviewed/approved new and modified services, including planning and strategic alignment, as an Operational representative and voting member on the Business and Architectural Review Committee. Inserted design and support requirements into Checkpointing and Gating processes, enabling stronger design alignment with business requirements and support needs earlier in the project lifecycleCollaborated as core team member for development and implementation of SOA Governance Framework at eHealth, representing Operations and IT Service Management. Member of the Core Team driving Governance Optimization and a consistent service view to support the strategy of eHealth Ontario

415 Yonge Street, Toronto

Develop and negotiate service agreements with the Authorizing Client;Align with client to identify and articulate service needs/requirementsDrive governance alignment and control objectives/metrics for servicesDesign Service level measurement methodologyGenerate and identify IT service function and availability through fault tree analysis and decompositionAct as the point of contact for incident escalations and for Priority 1 incident reviews;Works with the Account team to address Service Delivery issues and corrective actions required;Act as the service-level management liaison for provider partner delivery.Ensures Authorizing Client, Client Program Manager, Service Owner and Senior Management are aware of any Service Delivery-related issues;Generate regular service reports and reviews Service Delivery information at the regular Service Review meetings;Co-ordinate regular service review and Demand Forecasting meetingsDrive identification and implementation of service improvements through Continuous Service Improvement program.

Toronto, Canada Area

implemented OLAs and performed Service Design and Transition work within the Agency. Developed a strong understanding of the requirements within the design team, and created a process and template for creation to overcome issues that had plagued previous efforts. Implemented first successful OLA’s in eHealth. Expanded role to include determination of fault tolerance in the support environment and defining availability on a per-service basis as a first initiative for the Agency.• Redesign OLA template and process and initiate work to implement through eHealth.• Perform fault tree analysis, including probability determination, for Diabetes Registry project to determine service availability and align with support flow.• Define metrics and methodology for implementation of the Service Design function and for service based SLA’s.• Coordinate transition of projects to operational status

Markham, Ontario

oversaw all aspects of delivering Tier 1 Outsourced services for specific CGI Clients. Challenged to rebuild confidence and restore a working relationship between our operational support teams and our client’s support and service management teams. Quickly developed a working rapport with the service manager on the client side and introduced new approaches to integrated support with the client’s application support teams. Championed transparency and implemented more detailed analysis of issues to pinpoint trouble sources, with aggressive timeframes to meet client schedules more effectively. • Primary point of contact for management.• Redesigned metrics as well as their logic and methodology to better align with service KPI’s and client needs. Streamlined and standardized the reporting format.• Validated all invoice line items and created annual budget for the account in conjunction with the Account Manager, and tracked P&L monthly to ensure there were no funding gaps.• Confirmed service performance quality against Contractual Service Levels. Ensured that all agreed services were provided and that delivery was being performed to meet or exceed requirements as established within the Service Level Agreement and associated contractual documents and terms. • Initiated service improvements based on identified client needs, or gaps identified through metrics and analysis, while ensuring funding was provided where required.

Toronto, Canada Area

B.Sc, Cell And Molecular Biology

Competent Communicator, Competent Leader, Advanced Leader Bronze, Advanced Communicator Bronze

Club President, Previous VP Public Relations

Web Age Solutions

Global Knowledge

George Washington University

Global Knowledge

Global Knowledge