Shannon Johnston has more than 15 years of combined business, Project Management and IT experience. Most recently, Shannon was the Project Manager and Implementation Lead Resource several ITAM Process Compliance Reviews and Configuration Management Process Implementations. Shannon also recently worked as an Incident Management Process Strategist with a large public sector organization to improve their current Major Incident Management Process. Concurrently, Shannon has been providing ITIL Certification Training for ITIL V2 and ITIL V3 Certifications as well as for eTOM, MOF, TQM, ISO 20000, Six Sigma and other best practice training for over eight years.

Shannon is ITIL Service Manager certified and she has extensive experience designing and implementing a variety of solutions across many ITSM disciplines, including Incident, Change and Configuration Management as well as implementing ITIL processes as part of overall CobIT and Six Sigma Process improvement initiatives. In addition, Shannon has considerable experience consulting with large, enterprise customers on Best Practice related (ITSM, CobIT, Six Sigma) solutions across different industries including the preparation of internal IT Audits using the CobIT, CMM and ISO 20000 Best Practice frameworks. Shannon has also provided consulting services to Fortune 500 companies in both Canada and the US including providing process implementation subject matter expertise for global IT Process implementations.

Shannon has a B.A. in English, with distinction, from Carleton University, Ottawa, Canada and she is a Certified Internal Systems Auditor (CISA) and she is currently working towards completing her PMP Certification. She is a member of itSMF Canada, itSMF USA and ISACA and her past volunteer work has included being one of the founding member of the itSMF, Toronto branch and holding a variety of Toronto board positions including Marketing and Communications Chair.