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.

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.

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.

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.

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.
• 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.
• 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.
• 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