Elizabeth Barclay

ebarclay@circainformation.com

I currently hold an ITIL V3 Expert certification and international certifications in Service

Operation and Business Continuity Management from the Information Systems
Examination Board. In ITIL V2, I earned the Service Manager Certificate in IT Service
Management as well as Practitioner Certifications in Change and Configuration
Management. I am a Canadian citizen and I hold a Canadian Federal Government Level
II (Secret) Security Screening Certificate. I have worked across Canada and the United
States and also in India and Ireland. Most recently I achieved Certified Process Design
Engineer (CPDE) certification through Loyalist College Certification Services. I am
currently the VP of Communications for the Toronto Branch of the IT Service Management
Forum which manages changes to the IT Infrastructure Library.

Expertise

IT Service Management – 9 years

Working as a consultant, I have been providing Information Technology Service Management
services, focusing on helping clients make smooth, meaningful changes to improve operational
efficiency and the delivery of services. All of my work is based on industry best practice,
including the Information Technology Infrastructure Library (ITIL), international standards such as
ISO:20000 and the BSI suite of standards and data from industry evaluators such as Meta and
Gartner.

◊ Process Consulting: Requirement Change Management Process

elicitation, process design, and development.
implementation of Incident (Failure
Handling), Request, Problem (Root Cause
Analysis), Service Level, Supplier, Change,
and Configuration Management, and
Continuous Improvement processes,
procedures, and supporting automation.
◊ Process Assessment: Evaluation of
operational or proposed processes against
best practice, including process and
organizational staffing, strategy, training
and design.
◊ Service Level Management:
Drafted key initial service agreements
during outsourcing project for a
government agency and new or improved
SLAs.
◊ Facilitation: Extensive experience
requirements definition workshops with
members of “siloed” organizations to
develop unified processes and identify
items for improvement resulting in
agreement on real, concrete actions to be
taken.
◊ Client Representation:
Represented my client in Enterprise

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◊ Business Improvement: Business certification and custom training. I also

documentation and report development
including trend reporting, improvement
plans, financial “Return On Investment”
plans, and Business Cases, Gap Analyses,
and strategic plans.
◊ ITSM Tools: Integrated processes,
procedures and support tools, including
custom applications and commercial
software.
◊ Adult Education: Design and
development of certification and other
educational materials. Delivery of
routinely deliver ITIL courses to prepare
students for certification examinations. My
student pass rate is 94%!
◊ Change & Configuration
Management: Designed, with extensive
staff and management input, a new
process and supporting procedures in an
environment that was not practicing
change control, automated a manual
Change system based on several existing
processes, and implemented processes in a
SOX environment.

Service Support & Delivery – 15 years ◊ Analyses: Requirements, Best

In order to be successful, all process
improvements must be firmly rooted in the
real world. With many years of technical
operational experience, I bring the real world
into all of my consulting engagements.
◊ Project Manager, Project Lead,
Technical Team Lead, Operations Team
Lead and Support Specialist experience;
◊ Project planning, execution, and
management.
◊ Software development Project
Operations Management, transition
planning and support.
◊ Network (LAN) management;
System and infrastructure implementation
and management; Infrastructure rollouts.
◊ Team leadership including
reporting to Executive level staff.
Practice Gaps, Return on Investment and
Business Case.
◊ Documentation: Technical,
organizational, and business process.
◊ Mid-sized business moves including
managing the re-location of services, staff,
and equipment.
Business Exposure
◊ Electrical and Gas Distribution
Utilities; Federal, Provincial and Regional
Governments; Health Care, Higher
Education, Manufacturing, Insurance and
Banking sectors.
◊ Small and large Businesses; Adult
Education including goal oriented
workshops, and volunteer organizations.

Professional Experience Details

Configuration Management Process Lead

BMC / Bank of Montreal........................................................................May 2010 to October 2010
Assisted the Bank in designing and implementing an updated Configuration Management System
including process, procedures and integration with discovery and real time service status modeling tools.
Working closely with members of client staff and tool vendor specialists, I conducted design sessions
with Subject Matter Experts and facilitated workshops with stakeholder groups to validate and finalize
the design.

Configuration Management Process Lead

Hewlett Packard / CIBC ............................................................................April 2010 to June 2010
ITIL based Configuration Management Process design and development for a financial sector client. This
process included Closed Loop Change Management, ensuring that all changes to in scope items where
validated in both the environment and the database.
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Configuration Management Process Lead, Service Modeling Project

BMC / BMO ................................................................................................April 2010 to May 2010
Develop design, develop, and deploy a detailed Configuration Management. Process for a financial sector
client. Detailed procedures developed for on going maintenance of all data in the database and also for
developing models of Services used to display the current status and impact of failures in the live
environment.

Service Management and Business Analysis Instructor

StAY Technologies, Omnikron Systems, Procept Associates, Dream Catchers Inc. .......November
2004 to present
Provision of ITIL and Business Analysis training in both classroom and online environments. Many of the
courses are provided to prepare students for international certifications in association with established
EXIN and ISEB “Authorized Training Providers”. Clients have included the Government of Canada,
Accenture (U.S., Ireland and India), the US Army, Oracle, Bell Canada Enterprises, Technology Partners
International, and Getronics Inc. I’ve also taught at the University of Toronto, Simon Fraser University,
and the University of Calgary. In order to identify areas in which I need to improve, I track student
satisfaction (92%), average mark (75%) and student pass rate (94%), above the industry average.

Service Catalog Project

Ontario Association of Community Care Access Centres.......September 2009 to December 2009
Assisted Association staff in the development of their Service Catalog Process and the initial collection of
data. During the implementation I was able to provide the Association with a brief analysis of gaps in the
governance of the organization which should be addressed in order to ensure that the Catalog can be
maintain and provide efficiencies in operations, and improve customer satisfaction.

IT Service Management, Managing Consultant

Procept Associates Ltd. .....................................................................March 2008 to August 2009
Responsible for a broad range of day-to-day operational and developmental activities: consulting
engagements, provided professional education and training primarily through several university partners
(U of Toronto, Simon Fraser, U of Calgary), designed and developed courseware for certification,
participated in strategy development, marketing, and sales efforts. I also acted as the IT Service
Manager in which capacity I implemented several ITIL processes, deployed mobile email, and
implemented an increased level of automation in all business activities working closely with the business
users. I completed this engagement by bringing on-board an external partner to provide day to day IT
planning, operations, support, and management.

ITSM v3 Software Project Designer/Architect

Circa Information Corporation.........................................................................Jan 2008 to present
Developed the design specification, testing information (use cases), installation instructions, and user
documentation for a software / documentation solution which will provide end-to-end IT Service
Management based on ITIL® v3. The underlying architecture of this application includes a backend
database, a server-side application, and client functionality provided via a Web browser. The project is
currently in development and testing.

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IT Service Management Office, Supervisor (acting)

CYSSC I&IT Cluster, Gov’t of Ontario ..........................................................May 2007 to Oct 2007
Provided day-to-day process support and Project Management to complete several ITIL/ITSM projects in
preparation for Service Desk centralization. Provided support and guidance to a team including members
of other units. Continuous Improvement procedure development & execution including facilitation of
workshops with senior & executive management and groups of staff. I also participated in the
development of the OPS Enterprise Change Management process draft and Cluster strategic planning.

Change Management Project Manager – ITSM Expansion Project

CYSSC I&IT Cluster, Gov’t of Ontario ...............................................December 2006 to May 2007
Provided day-to-day Operations and Project Management to complete implementation of organization-
wide Change Management Process. During this project, our team of 5 fulfilled operational
responsibilities and migrated from a manual to an automated CM system by designing, developing, and
deploying a custom software tool and detailed procedures for managing Changes to infrastructure and
applications. My personal responsibilities included providing the solution design and functional
requirements for software. My team included assigned project members and also participants from other
business units. Due to an earlier implementation, there was a great deal of cultural resistance to the
project.

IT Service Management Implementation Project Process Architect

Enbridge Gas Distribution ...............................................................March 2006 to October 2006
Provided process development during the implementation of an integrated Incident, Change and
Problem Management solution for an energy sector organization operating under SOX controls.
Groundwork for future improvements included Continuous Process Improvement, a Service Catalog,
Configuration Management and an ITSM Governance Model. Extensive workshops were held with
representative staff over the course of 12 weeks to ensure that the developed processes would meet the
operational and governance needs of the whole organization. Provided design and functional
requirements to a Remedy Authorized Consultant who then implemented customization of BMC Remedy
6.0.3 in a three-tier architecture.

Configuration Management Implementation Project Lead

Hydro One, OPG and others through Cap Gemini.........................January 2003 to February 2004
Developed and implemented an Infrastructure Configuration Management system in support of multiple
customers. Completed business requirements analysis, business case, software specification and
evaluation, process and procedures, software deployment, initial data gathering and integration of new
process into support organizations. During the August 2003 East Coast blackout, I participated in the
Hydro One Networks power restoration efforts as Day Shift IT Service Restoration Manager. Finally, as a
general ITSM resource, I worked with Hydro One client representatives to draft initial Service Level
agreements for critical IT functionality.

Production & Operations Team Lead - Market Ready Project

Hydro One Networks Inc. & Inergi LP..........................................February 2001 – December 2002
Acted as Operations Team Lead during a large development project; comprised of 13 applications, 30
mid-range Unix and NT servers, and a mainframe region hosting production, test and development
environments. Delivered results included the processes, procedures, and data for Change,
Configuration, Release, Incident and Problem Management, creation and operation of project
environments in a fast changing, regulated environment. Final deliverables included transition planning,
knowledge transfer and third level technical support during transition.

EMail De-merger Workstation Implementation

Ontario Hydro Services Company (OHSC)...........................................February 1999 - June, 1999

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Developed, managed and executed the procedures and processes necessary for the email demerger of a
mid-sized utility. Included technical implementation planning, server-end staff coordination, staff and
client scheduling, client communication and provision of technical support to technician performing
workstation tasks. On-call services were provided in this 7/24 environment.

Project Governance Development – Y2K Application Migration Project

Ontario Hydro Services Company (OHSC)...................................... January 1999 - February 1999
Stepped into an on-going project to fully document project objectives, deliverables and governance,
including roles and responsibilities.

Summary of Other Positions

Managing Partner -------------------------------Circa Information Corporation.....................January 2000 - present
Managing Partner -------------------------------Viable Technology Solutions Inc.November 1996 - December 1999
Various Project Technical Lead Roles------Ontario Hydro Services Company (OHSC) .......1996 - January 1999
Workstation Rollout Lead -------------------Ministry of Economic Development and Trade (MEDT)....November
1997
IT Productivity Project ------------------------GSW Water Heating Company .....................................1996 - 1996
Windows 95 Implementation --------------Price Waterhouse................................................................... 1996
Information Technology Analyst ----------OMAFRA ......................................................................1991 - 1996
Help System Development & Publishing Maxxum Consultants ...................................................1996 - 1996
Software Support Specialist ----------------Abacus Computers.......................................................1989 - 1991
General Interest Instructor -----------------Wellington County Continuing Education (part-time). . .1989 - 1993
CAD/CAM Programmer -----------------------Armco Westeel Inc........................................................1986 - 1986
Supervisor of Payroll and Accounting Services ...........................................................Rockwell International
1981 - 1983

Professional Experience Summaries

IT Service Management Consulting Summary

Implement Configuration Management with Service 201

Finance Bank of Montreal
ation Modeling 0
Canadian
Configuration Management with Closed Loop 201
Finance Imperial Bank of Planning
Change Mgmt 0
Commerce
Health Implement Service Catalogue process, training, and 200
OACCAC
Care ation Change Management.. 9
University of
Higher Assessmen IT Service provision assessment, including 200
Toronto, Faculty
Education t service sourcing recommendations 8
of Law
University of
Higher Assessmen IT Service provision assessment, including 200
Toronto, Hart
Education t network assessment and organizational design 8
House
Governme Continual Service Improvement process &
CYSSC I&IT Implement 200
nt, procedures. Enterprise Change Management
Cluster, Ontario ation 7
Provincial representative. Strategic planning.
Governme Change Management improvement,
CYSSC I&IT Implement 200
nt, documentation, training, day-to-day operation,
Cluster, Ontario ation 7
Provincial automation, tool development, deployment

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Enbridge Gas Incident, Change and Problem Management

Implement 200
Utility Distribution Process development, automation, deployment,
ation 6
training.
Wachovia, North Assessmen 200
Finance Bank Support Help Desk
Carolina t 5
Governme
City of Hamilton, Assessmen 200
nt, Information Technology Services Department
Ontario t 5
Regional
Health ESI Canada, Assessmen 200
Incident & Help Desk Management
Care Ontario t 5
Austin Energy, Assessmen Information Technology & Telecommunications 200
Utility
Texas t Division 5
Governme
Region of Peel, Assessmen 200
nt, Service Delivery
Ontario t 4
Regional
Centre for
Health Assessmen 200
Addiction and Change Management
Care t 4
Mental Health
Hydro One, OPG,
Implement Configuration Management design, 200
Utility Cap Gemini and
ation development, training, implementation. 4
others
Initial process assessments and agreements for
Hydro One Implement 200
Utility key contacts for SLAs between outsourcer and
Networks ation 3
client.
Hydro One Change, Configuration, Release, Incident and
Implement 200
Utility Networks Inc. & Problem Management. Processes, procedures,
ation 2
Inergi LP and custom tools.

Adult Education Summary

After teaching for several years and studying adult education, I developed the courses listed below.
Although each course prepares the student for ISEB, ITIL and IIBA certification examinations, my
focus is on teaching the course material in a clear, understandable, usable, and enjoyable manner.
Student participation exercises make up 50 - 60% of the materials. I’ve also created customized
materials for clients in the implementation of local processes and tools.

ITIL Foundation V3, ITIL Foundation V3 Bridge

ITIL Service Manager V3 Bridge
IT Service Information ITIL Service Operation
Managemen Systems ITIL Operational Support and Analysis
t Examination Board
Business Continuity Practitioner (From the UK Reviewers: the
“best treatment of the subject matter” that they have yet
seen.)
International
Business Testing for the Business Analyst for use in Canadian
Institute of Business
Analysis Universities
Analysts

Province of Ontario Change Management process and tool

Custom Utility, Enbridge Incident, Problem, and Change process and tool course
courses for Gas Distribution specification and review
clients
Various clients Instruction in the use of accounting software.

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Education

Professional Certifications
Planned: ITIL V3 Intermediate
201
Certifications, Certified Business 2007 ITIL v3 Foundation Certificate
0
Analysis Professional
Loyalist Certification Services
Certified Process Design Engineer
200
Comprehensive Business Analysis 2005 ITIL Service Manager Certificate
9
Testing for the Business Analyst
Analytical Thinking for the BA
ISEB Business Continuity
Management
ITIL Practitioner Certificates in Change
ITIL V3 Service Operation 2003
200 Management, Configuration
ITIL V3 Managers Bridge to ITIL
8 Management
Expert 2002
ITIL Foundation Certificate
FKA Designing Instruction (for Adult
Learners)

• Various professional technical courses including Windows 95, Novell Netware 4.10,
Project Management
• University of Guelph, School of Engineering, 1984 - 1986
• Society of Management Accountants: Business Mathematics, Organizational
Behaviour, Accounting.

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