Date: May 2 – 3, 2016

Venue: Centurion Center, Ottawa, Ontario, Canada

Attendees: Michel Tourigny, Senior Director of Federal Government Practice, Infosys Public Services
Lionel Laratte, Principal, Infosys

Event overview

itSMF Professional Development Days provide a unique platform for executives in public and private sectors to discuss latest trends, best-practices, learning, and tools related to service management, customer relationship management, and technical support.

This year’s forum includes keynote presentations, breakout sessions and interactive workshops related to the overall health of IT service management, the continual alignment of the portfolios delivering IT services and the maturity of the enabling IT management processes.


Connect with Infosys Public Services

Infosys Public Services is a Gold sponsor of the itSMF 2016 Professional Development Day. We are hosting a session to discuss how organizations can successfully execute their IT Service Management (ITSM) initiatives leveraging proven tools like ServiceNow. Join our session and meet our experts for insights and real-world examples of successful ITSM implementations, and to see proven ITSM solutions and tools.

Session details


ITSM solution implementation case study for Canada-based aircraft manufacturer


May 3, 2016


9:45 AM


Lionel Laratte, Principal at Infosys

Session Description

A leading Canadian aircraft manufacturer was looking to improve efficiency and effectiveness of fragmented service management systems and process ecosystem. Infosys leveraged proven tools and deep ITSM expertise to help the client design, develop and roll out service management processes globally. The implementation went beyond the traditional IT service management space and helped the client achieve a broad range of benefits. The Service Management program helped consolidate multiple disparate systems to ServiceNow and brought about a consistent experience to users.

Join the session for best practices, lessons learned and typical challenges encountered on the project that can help fast-track Service Management transformation journey.

Vijay Ravichandran

Lionel Laratte is a principal with the Infosys Service Management practice. He was the solution lead on the aircraft manufacturer project and continues to support their continuous improvement initiative. He has managed large scale enterprise transformation and implementation programs in the ITSM and Project Management spaces for some of the largest enterprises in Canada and the US. Lionel works with large complex clients to develop solutions, delivery approaches, resource plans, and governance frameworks that work in the real world.