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Central NC LIG Meeting | Problem Management Insights
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When: 5/14/2014
1:00 PM
Where: Fire Station #9 COMMUNITY ROOM(A+B)
1020 Ivey Cline Road
Concord, North Carolina  28027
United States
Presenter: TIna Certo
Contact: David Nottingham

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Tina Certo is retired from NC State Government where she was the former manager of the Continual Service Improvement Section, for the Office of Information Technology Services (ITS) until January, 2012. The Office of Information Technology Services won two major awards in 2007 for its efforts to improve the management and delivery of information technology services. The Operational Excellence Program (OEP) won the ITIL Project of the Year award from the Information Technology Service Management Forum (itSMF) USA and from Pink Elephant, a leading ITIL consulting services company.

Tina’s journey with ITIL® started in early 2005 when ITS began their implementation of the Operational Excellence Program (OEP). She served as Problem Manager from April 2005, guided a matrixed team during the implementation of the Problem Process and also assisted in the design of the Change management and Incident Management processes. She has been a Service Manager since 2007, holds a PMP certification from the Project Management Institute and graduated from the CIO Certification Program at UNC School of Government.

Tina will be sharing a retrospective on her itSMF Fusion 2007 presentation “Tap Dance or Tango: What Happens when the Design Team is Done.” Almost seven years later Tina will share insights on the Problem Management and it importance to the Service Management Lifecycle.