Define Measure Acheive. Repeat

Our Experts

ThinkITSM is a collaboration of minds from experts that have been working in the service management industry for many years. Our teams’ collective energy is fuelled from a desire to change customer experiences in our industry. We are focused on delivering more, in less time and at a price point that was inconceivable a few years ago. As leaders of other organizations, joining ThinkITSM was always about re-shaping the customer experiences in our industry. To contact the Leadership Team email leadership@thinkitsm.com.


Charles Cyna
President
Michael Oas
Expert Coach
Angie Massicotte
Expert Coach
Maria Ritchie
Expert Coach



Charles Cyna
Charles Cyna

President

Charles has a proven track record of over 16 years in the IT Service Management industry and 10 years running a technology company with offices in both Canada and the USA.

After studying Accounting & Finance at University in Nottingham, England, Charles started his IT career with Claris UK, the software subsidiary of Apple Inc. After several roles including managing the partner channel for Scotland and Ireland, he moved to Canada to establish a help desk division with a high-end systems integrator working with such tools as HEAT, Peregrine and Remedy.

In 1999, Charles co-founded Avante Solutions, Inc. (Avante); a leading Service Desk and Customer Relationship Management (CRM) consulting company. Charles was integral in establishing the HEAT help desk brand in Canada through the Avante distribution arm that sold help desk software to over 400 companies including CIBC, KPMG Canada and Maple Leaf Foods to name but a few. Over the last ten years, offices have been established in Toronto, Calgary, and Chicago and the company continues today offering some of North America's most well known organizations strategic consulting in the areas of Service Management and CRM.

Charles’ experience in tool implementation led him to look at ways in how organizations can improve service performance and brought him to be an advocate of organizations’ implementing formal Continual Service Improvement (CSI) practices. ‘How do you know if your winning, if you don’t keep score’

In 2007, Charles’ vision to make CSI adoption easy culminated in the creation of ITSM Coach, a tool that baselines IT Service Performance and helps make incremental improvements to performance. Today, organizations of any size can reduce the cost and complexity involved in delivering IT Services to their employees.

As the President of ThinkITSM, Charles’ focus is to ensure that ThinkITSM continues to provide the best measurement experience for IT Service Desks around the world.



Michael Oas
Michael Oas

Expert Coach

Michael is well known for his ability to deliver, regardless of the size or complexity of the initiative. He knows that this can only be accomplished through effective planning, instilling a sense of urgency by effectively communicating problem statements, and energizing people.

Michael knows that proper planning ensures that seemingly minor details are addressed without overshadowing or detracting from the goal at hand – delivering value, now.

He has a unique and varied background that contributes to his passion for delivery. After graduating from a Military University with a combined major in computer and space science, he received his commission as an Air Force officer and completed a 9-year career as an Air Traffic Controller. Michael performed many roles including chief evaluator for his fellow controllers and project officer where he managed large, highly complex operations for NATO and NORAD. These roles contributed to his laser-like focus on details, necessary where every decision has critical consequences.

To the surprise of his peers and superiors, Michael left this successful Air Force career to establish an Internet / Application Service Provider (ISP/ASP). Serving as president, he successfully grew this company for 5 years, ultimately supporting over 5000 customer accounts and hundreds of business web sites and hosted applications. During this time, Michael completed numerous consulting engagements with both small business and enterprise-sized organizations. As these engagements became more complex, he chose to sell the ISP/ASP to focus on project management and IT Service Management consulting full-time.

Throughout these many engagements, Michel became increasingly interested in quality assurance and best practice service management methodologies. It seemed that every company was looking for advice on how to effectively manage their IT investments, but there was a serious absence of consistency in tactical service delivery. While many of these methodologies, including ITIL, provided great guidance at the 10,000’ level, there was a lack of on the ground implementation support to ensure companies were delivering real value through IT Service Management.

It is this consulting focus that Michael brings to ThinkITSM. As Vice President of Definition, Michael has contributed in establishing repeatable models that accelerate value realization, ensuring that outcomes can be measured and achieved. He knows that all aspects of the ThinkITSM solution need to integrate seamlessly, ensuring that the right information is accessible and automation is applied accordingly in ways that reduce work effort, ensuring rapid delivery – delivering value, now.



Angie Massicotte
Angie Massicotte

Expert Coach

Angie has always been intrigued by the power of measurement to drive success and align the hearts AND minds of an organization’s most valuable resource, people.

Angie’s obsession with measurement started over 10 years ago while working with the Ontario Government. Angie began building her expertise while holding various management positions. She consistently demonstrated her ability to lead and manage staff through practice design founded on ITSM best practices and control frameworks.

Angie was an early adopter of ITIL in Canada, assisting in the establishment of itSMF Canada and continues to hold expert level certification in the field of ITSM.

Angie expanded her experience by venturing into the consulting world to engage in ITSM implementations and continuous improvement initiatives across organizations. Her consulting engagements regularly focused on ITSM assessments, improvements and implementations of IT management processes and organizational models. Angie ensures that every engagement has a measurable element and that achievements can be demonstrated and monitored for improvement.

Angie’s experience has taught her that exposing meaningful measures will turn on the innovation in an organization and draw excellence and accomplishment out of people. The linking of outcomes to meaningful key performance indicators (KPIs) provides the blueprint for measuring and monitoring success and taking timely corrective action. Angie teaches her clients that doing ‘IT’ means knowing why you’re doing’ IT’; how you will know you did ‘IT’ right; and selecting the insightful measures that will demonstrate ‘IT’ has been done.

As ThinkITSM’s VP of Measurement, Angie is the mentor of measurement promoting the measurement discipline that can be found in all ThinkITSM products. She has a precision focus and common-sense approach to ensuring measurement is the foundation for service quality and that it becomes part of day-to-day improvement activities in an organization.



Maria Ritchie
Maria Ritchie

Expert Coach

Maria looks to simplify the world around her and distill complexity down to relevant simplicity where the critical few are identified from the important many.

Maria has earned the title of “seasoned leader” through her over 10 years experience in delivering service management solutions. She has a strong ITSM background and a proven track record in leading ITSM consulting engagements at the strategic, tactical and operational level.

Maria started her IT career holding several operational management and strategic management positions within the Ontario Government. Through her work, she has built an arsenal of skill sets utilizing IT service management best practices that are provided in COBIT, ITSM, ITIL and other industry established models. Maria was a founder of itSMF Canada and continues to hold expert certifications in ITSM. She is also a contributing author to various ITIL publications including ‘The Step by Step Guide to Creating a CMDB’.

In her consulting work, Maria treats each consulting engagement as a journey with the client’s vision of where they need to go as the destination. The course is charted starting small and scaling fast enabling her clients to experience repeated moments of progress along a practical and methodical path – “Think big, start small, scale fast”.

Maria uses her passion for outcomes to motivate and enable her clients to take calculated risks while making observations that feed lessons learned and support continuous improvement throughout their journey together. Maria is renowned for saying… “There may not be silver bullets but rest assured there are golden nuggets that you can bank on - your new business problem is someone else’s “lesson learned”.

The mixture of practical and consulting experience coupled with her “tell it like it is” authenticity make her a great fit to the role of VP of Achievement within ThinkITSM. Maria is the conscience to ensure that addictive outcomes that drive business value and delight are at the heart of every ThinkITSM product.