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BA, ITIL Manager

Nicole Conboy is an ITIL® Service Manager v2-3 certified and is a Senior IT Service Management Consultant and Trainer with Procept. She has provided IT Service Management consulting and training for over 13 years to a variety of North American and world-wide organizations. Nicole’s experience ranges from assessment to design to implementation and ongoing management of a variety of IT initiatives designed to meet the customer needs. She is a member of the board of directors for the IT Service Management Forum (itSMF) Southern Alberta Branch and speaker, meeting and regularly promoting IT Service Management (ITIL) best practices.

Selected IT Service Management consulting achievements include: service management program strategic/tactical/operational planning; solutions for the improvement of a variety of Service Desks/Desk-side support functions; the design of a Software License Management solution; the assessment of IT Service Management Processes including Incident, Problem, Change and Configuration Management; the design and implementation of a Service Catalogue; the assessment and design of a Major Incident Process; and the implementation of a disaster recovery plan. All of Nicole’s projects significantly improved the quality of IT services delivered and fostered a better relationship with their internal and external customers.

Nicole has also successfully managed a variety of IT support functions including; Service Desk, 2nd level Desktop and Server support, Deployment services, IT Asset and Configuration Management, project management and consulting services. In an effort to reduce costs, improve quality and improve customer satisfaction, Nicole implemented best practices in processes, technology, measurements as well as continuous service improvement programs across her customer base, and exceeded service levels and obtained references on a consistent basis.   

Nicole has been teaching ITIL courses for several years including Overviews, Foundations, Practitioner and ITIL Service Manager with examinations through the EXIN, ISEB and LCS certification boards with very high satisfaction ratings and exam results. She now teaches Procept’s ITIL courses in our public program through our University partners.

Nicole holds the EXIN ITIL Manager’s (Master’s) Certificate in IT Service Management v2-3, a BA (English), and college certificates in Human Resources Management and Computer Studies. She is a member of itSMF Canada, HelpDesk Institute (HDI). She was a reviewer of the ITIL v3 Service Operation book and the ITSMF book Implementing Metrics for Service Management and was quoted in the PC World Canada article titled “Help for the Helpdesk”.

ITIL

Links

Specialties

Industry

Information Technology

Areas

Change Management, IT Service Management, Software Development

I have worked with Nicole for the last 5 years; she brings a unique combination of real life experience, subject matter expertise, methodical and structured approach to ITSM training and consulting. She handles her work with a high degree of professionalism and integrity. Nicole will represent herself at the highest professional standards and will deliver a successful project at all times. She is a pleasure to work with.

Nasser El-Batal, Managing Partner, Ahead Technology Inc.:

Nicole Conboy brings extensive Service Management experience and best practices to the table, whether it be in her role as consultant, leading an implementation, or as instructor. I had the pleasure and the privilege to work alongside Nicole on several occasions and in several different capacities during my time at IBM, and can vouch for her depth of knowledge with respect to ITSM and her laser sharp focus on outcomes. Nicole is highly intelligent with keen insight, and driven to continuous improvement, holding herself and others to the same high standard.

Andrea Klimpel, Senior Research and Planning Analyst, Strategy and Planning Branch, Ontario Government:

As a student in one of Nicole's class. She brought a great deal of knowledge and real world examples to the courses. She kept the course at a good pace and the class engaged.

Azard Omardeen, ITIL Expert / Accredited Trainer / Principal ITSM Consultant at KnowledgeBase Technology Specialists: