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New York Metro | Business Value Creation with ITSM
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When: Wed July 24, 2019
Wed July 24 5:30pm - 7:30pm
Where: Dell EMC Office
2 Penn Plaza 18th Floor
Room: Greenwich Village
New York, New York  10121
United States
Contact: Andy Jonak

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ITSM has been around for a long time, and ITIL is one of the most widely accepted frameworks for IT Governance used today. 


However, this leads to questions:  Have ITSM and ITIL contributed towards Business Value Creation?  As these standards and frameworks have matured throughout the years, has this maturity driven Business Value?  Is there a specific model that can connect ITSM, ITIL, to the Business Value we need?  What is the potential impact to Business if an organization decides not to implement ITSM?


Join us on July 24, 2019, in NYC for an engaging panel discussion with three members of the NY Metro LIG who will discuss Business Value Creation with ITSM or the lack of it.  Please join us for this not to be missed event.  


The bios for our panelists are below:


Inas Taha

Inas Taha is a seasoned IT leader with over 25 years of experience in competencies such as ITSM transformation, service management architecture, business process management, and risk analysis. Over the past 12 years, Inas performed organizational performance maturity and readiness assessments worldwide to provide and maintain business-ready, process-driven environments for her clients.


Inas' experience includes:


·       Built and developed processes for iterative progress of ITSM configuration management, which involved architecting a CI structure and developing 15 processes on the ServiceNow CMDB for the CI lifecycle for MSCI, Polaris

·       Led the ITSM transformation and alignment plans, including refining existing standardized processes to enable proactive service management and alignment with service framework and tools for M&T Bank, Polaris

·       Implemented ITIL-based capability processes to produce structured, business-driven technical requirements, Ernst & Young

·       Implemented industry-standard processes and created a roadmap to align, integrate, and educate application owners on the centralized processes, OWLPoint

·       Established a national hospital information system and developed end-to-end BPLCs for the medical services authority of the Armed Forces, Cairo

·       Developed business process reengineering to enhance work lifecycle, improving performance levels and providing visibility for leadership to control and maintain factory operations, Al Masrayia


Laurie Davis

Laurie has over 30 years in Technology experience in both Development and Technical Customer Support.   She started her career as a system analyst/ programmer, programming in Adabas, Natural, and PowerBuilder.  She transitioned from programming over 20 years ago when her manager at Moody’s Investors asked her if she want to build a Help Desk.  He told her if she didn’t like it she can go back to being a programmer, she has not looked back.  After Moody’s she went on to build both domestic and global Service Desks, as well as managed Desktop and Application Support teams.


Laurie is ITIL certified and has held positions at Citibank, Girl Scouts of the USA, L’Oreal USA, and the National Basketball Association (NBA).  Currently Laurie is the Director of Service Process Management for Montefiore Hospitals.   She is responsible standardizing Process, Policy and Procedures for Incident, Request, Change, Problem and Configuration Management.  Her team also is responsible for metrics, reporting and training.  In addition to the ITIL processes Laurie is tasked to on board Customer Support for all new Montefiore affiliates.


Laurie attended Rider University where she has a Bachelor’s of Science in Commerce in Marketing and Hofstra University where she has her MBA in Business Computer Information Systems.


James Cusick

James Cusick has over 30 years of diverse experience in IT leadership, Information Security, IT Operations, Process Engineering, Software Engineering, and Project Management.  He is currently Director of ITSM Process Management for Wolters Kluwer a global information services firm. Prior to this James served as the Chief Information Security Officer & Director of IT Operations for the same company. 


Previously, James held engineering and leadership roles at Dell, Bell Labs, and AT&T Labs. James has published over 75 articles, papers, and talks on a wide variety of technical subjects (see Among these publications include two recent books on Software Engineering. Finally, as an Adjunct Assistant Professor at Columbia University's Department of Computer Science, James taught Software Engineering to graduate and undergraduate students. Currently James is studying Political Economy at the Henry George School in NY where he has also prepared lectures on Innovation and Economic impacts.


James is a graduate of both the University of California at Santa Barbara and of Columbia University in New York City. He is a member of the IEEE Computer Society and is currently a certified PMP (Project Management Professional).