Speaker: Mahnoor Anjum
Bio: Mahnoor is a skilled IT professional and a certified Business Analyst, who focuses on process enhancement, change management, and stakeholder engagement. She possesses a degree in IT and a Post-Graduate Certificate in Business Analysis, allowing her to combine technical expertise with strategic thinking.
Her expertise is honed through the successful completion of the Leadership Niagara Accelerated program.
Currently, she serves as a Knowledge Management Specialist - Business Analyst at McMaster University, where she uses her skills to bridge the gap between technology solutions and business objectives.
As the Director of Marketing and sponsorship at IIBA® Hamilton Chapter, Mahnoor plays a crucial role in shaping the chapter's strategic direction and building a vibrant community of business analysts. Her passion for promoting the value of business analysis and her dedication to professional development make her a respected leader and a driving force behind the chapter's success.

Topic: Understanding IT Serivces from Customer's Viewpoint
Business analysts play a key role in understanding customer needs, translating requirements into IT solutions, and continuously improving IT service delivery to enhance customer satisfaction. By prioritizing the customer viewpoint and leveraging the expertise of business analysts, organizations can ensure that their IT services are aligned with customer expectations and deliver great experience. Let's understand and discuss how business analysts play a key role in prioritizing customer viewpoints.