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”.