Andrea is an ITIL, Prince2 and Green IT qualified IT service management and integration consultant who is very passionate about practical service delivery and business relationship management. Andrea started her IT career in 2002 working in a multilingual IT help desk in Budapest, Hungary from where her journey to ITSM has begun. In Andrea’s own words she has a common sense approach to best practices with a chameleon like skill of being able to adapt to and understand a wide variety of customers and clients. Before joining TCS, Andrea has worked in different industries in internal and outsourced roles working with the likes of Macmillan Cancer Support, BBC and Deutsche Bank.
Nearly 20 years IT service management experience having worked across Europe with a number of market leading vendors. Very much the customer-centric Marketer he has a wealth of knowledge around ITIL, compliance, business issues and business service management requirements. Armed with war-stories from many well-known corporates and public sector organisations, this presentation will leverage real-life examples of where service optimization has positively changed how IT support departments execute their service delivery.
Barclay is an experienced ITSM mentor and business manager. He has worked on approximately 400 ITSM projects over the last 25 years, as well as starting life on the operations side of IT, setting up and running Help/Service Desks. Barclay has worked for a number of ITSM organisations, as well as running consultancy company e2e for 10 years. He delivers strategic ITSM consultancy, mentoring and business development, as well as media analyst services. Barclay is the writer and presenter of ITSMTV and also participates in the Servicesphere ITSM Rest of the World weekly podcast.
Barry has over 20 years IT industry experience in public sector, retail and service provider roles. He has been promoting, managing and delivering Service Management education and consultancy solutions since 1999 and currently doing this as business development director for Global Knowledge. In addition to his role at Global Knowledge, he is a former Chair of itSMF (UK), former ITIL version 2 Chief Examiner for the APM Group and is now a senior examiner for both SDI and ITIL.
Ben joined itSMF UK in 2006 to lead Business Development, and managed various areas before taking over as Chief Executive in December 2010. Ben has also served as Company Secretary to itSMF International since May 2010. Previous to itSMF UK Ben has held a number of Operational and Business Development roles within the commercial sector including large scale Program Management, Channel Management, Procurement and managing large operational teams.
Chris been working in IT support for 20 years with experiences ranging from help desk level 1, service desk manager, ITSM process consultant, software product manager, executive corporate marketing, entrepreneur and currently a director in the office of the CTO for BMC software. Most people know Chris as @servicesphere on twitter and as the host of the US edition of ITSM weekly, the podcast, syndicated to 40,000 listeners monthly. His name and avatar are synonymous with the future of work, edutainment and technically enabled external evolution. For three years Chris has spoken around the globe on emerging trends and has been featured in TechCrunch and Wired magazine. An agent provocateur who lives 15 minutes in the future, brace yourself, you’re about to be awoken.
David is VP Product, Management Cloud applications at LogMeIn, Inc. responsible for product strategy, engineering, and delivery of SaaS software for remote access & management of connected devices, solutions for cloud application management / BYOA / BYOD, and mobile access. The solutions David manages enable control of users, devices, applications, and data for millions of mobile professionals around the world.
Prior to LogMeIn, David worked at PTC where he drove the Social Product Development & Mobile strategy – an effort to combine social computing and engineering software and to deliver engineering product data on mobile platforms. David has extensive experience working with world-class manufacturers to improve how they engineer products. Other roles at PTC included Business Development, Head of International Product Management (living in Europe), Product Manager, Consultant, and Application Engineer.
Before PTC, David worked at a small contract research company as an engineer. He holds a B.S. in Mechanical Engineering from Stanford University.
Ian Head is a Research Director and part of the IT Operations and Management team at Gartner. His primary focus is service management and service improvement, especially using the ITIL framework and ITScore for Infrastructure and Operations. He also researches and advises extensively on capacity and performance management, where his hands-on experience is highly valued. He has more than 25 years of experience working in the IT industry in leadership and technical positions for end-user organisations and service providers. Prior to his current role, he led the Infrastructure and Operations Practice and Security Centre of Excellence for Gartner Consulting EMEA.
Ivor worked in service management and process improvement long before seeing any IT and believes that experience helps his understanding of ITSM. Authoring credits include ITIL versions 1, 2 and 3. He has been an ITIL examiner since and 1991 and active within itSMF since 1995, speaking for itSMF in 35 countries. After a wide ranging UK government career – including forestry and prisons – Ivor became an IT Service Management Consultant and Trainer, delivering training and seminars in every continent (except Antarctica). Ivor joined IBM in 2007, supporting their range of ITSM deliverables, and evangelising about service management.
James is the IT Customer Services Manager at the University for the Creative Arts. James’ responsibilities includes managing the IT Service Desk and IT Support teams across five campuses. With only 6 years’ experience in the UK HE Sector, he has achieved a number ITSM projects to implement ITIL service management processes and harmonise support across multiple sites whilst promoting knowledge sharing and collaboration between disparate teams. James is a goal orientated achiever, energetic and intensely customer focused. He is a reliable performer who is able to translate business requirements into IT strategy. James applies creative thinking to engage with IT support teams to understand the business value of service management and deliver this using innovate solutions.
Jeffrey Brooks is a Research Director in the IT Operations Management team of Gartner. His research focuses on IT services management, including service desk, incident management, problem management, change management, process improvement (including the ITIL framework), and SLA management, as well as IT service catalog. He helps clients understand the key metrics, best practices and core processes required for IT to deliver meaningful service and support that align to the goals of the business. Mr. Brooks has also authored numerous publications, including co-authoring “The Help Desk Manager’s Crash Course” (2009), and he has received numerous individual and team awards, such as Customer Service Manager of the Year (2011) by the Stevie Awards for Sales & Customer Service, HDI Team Excellence Award for External Support (2010), and Customer Service Company of the Year (2009) at the NCTA 21 Awards.
Jeffrey Thomas has ten years’ ITSM experience and has completed Service Management qualifications to ‘Master’ level. He has been instrumental in introducing the Service Management function, and an ITSM tool to support it, for enterprise services supported by the central IT Services department at the University of Oxford, formerly BSP.
John is a Fellow of the Learning & Performance Institute and has worked in the IT support environment since 1980. He has been a Senior Training Consultant at STI Ltd since 1989. He has trained thousands of staff at hundreds of leading private and public sector organisations. John is sought after as a speaker and has a reputation for being informative and entertaining.
John McGlinchey is Vice President of Europe and Middle East for CompTIA, the global IT Trade Association. John has worked in the IT industry for over 17 years, largely in IT Education. He has managed teams in organisations that need to create market share to move into a position of dominance. His focus is on people as way to make the difference in business, organisations and in communities.
John Moore is a Service Delivery Manager at BAE Systems Detica and vice-chair of the SLM Special Interest Group at itSMF UK. Qualified to ITIL®V3 Expert, he has many years’ experience in managing delivery and improvements to major IT operations and services.
Kaimar Karu is an experienced ITSM practitioner who comes from a mixed background of Customer Support, Software Development and Project Management. He has worked with several high-profile international companies on their process improvement initiatives and over the years trained a considerable number of Estonian ITSM professionals. Kaimar has been re-elected as a board member at itSMF Estonia for 5 consecutive years and he continues to support Estonian and international customers on their ITSM journey.
A well-established Service Management specialist with a progressive understanding of how to develop and deliver ITIL v3 processes & capabilities across the lifecycle. A reputation developed within the itSMF UK community as a trusted author and presenter of Service Design & Transition issues, and lead author for the highly successful publication “Service Level Management – a practitioners guide”. Motivated to work within complex and challenging environments, with specific experience in pan-European data centre operations and global outsourcing contracts. Key business skills include strategic alignment, negotiation & process/quality design.
Kathryn Howard is an IT professional in ICT service delivery/ management with experience in improvement policy/process assessment and change programs at many prominent Australian financial institutions and telecommunications providers. She is an international speaker having presented for the itSMF US and UK plus has previously presented at the itSMFNZ national conference and for itSMF Australia. She is current chairperson of the itSMFA NSW branch, ITIL Expert plus Cobit certified and believes strongly in enhancing business objectives through commitment to IT governance frameworks.
Ken is a Senior Consultant/Trainer with FGI. Ken’s career spans 30 years within large organisations, such as British Petroleum and Prudential Assurance. In his current position, Ken has become recognised as one of the leading Trainers and Consultants in his field. Ken is an industry recognised expert in the field of ITIL®, and is a key contributor to the promotion and advancement of this framework, through his many and varied roles for several IT Service Management bodies.
Kevin Parker is a 30 year industry veteran, holder of three technology patents and today is VP and Chief Evangelist at leading application development vendor Serena Software. In the past three years he has been crossing the globe working closely with analysts, the press, customers, partners and employees to exchange ideas about industry direction and business issues. He was born and educated in the UK and now lives and works in California.
As Cherwell Software’s technology evangelist, Matthew works closely with existing customers and industry peers to understand how ITSM software solutions are being utilized, to explore how customer behavior is driving innovation, and to discover how emerging trends might impact service delivery. Matthew boasts extensive experience with integrating service management solutions into organisations of various sizes and industries. He has traveled to more than 50 countries around the globe speaking, training and consulting on topics ranging from inter-personal relationships to cross-cultural adjustment to ITSM practices. Matthew is also a popular speaker at HDI, PinkElephant and itSMF events.
Noel is an internationally acknowledged expert on IT user support. His books on the topic are recommended or required reading for professional and academic IT management qualifications around the world. The originator of numerous concepts and techniques now in common use in IT services management, he also regularly writes for both print and online media. Noel is a passionate, knowledgeable and engaging speaker. He began his independent, specialised, consultancy and training practice in 1991.
Patrick joined Hornbill in 1998 as Sales & Marketing Director and assumed the role of Chief Marketing Officer in 2008. In 2010, Patrick was appointed Chief Evangelist. Patrick is dedicated to the communication of industry best practices, working closely with customers, industry associations and IT luminaries to identify trends and educate organisations on the opportunity associated with service excellence. Patrick is an active contributor to a number of strategic groups and partnerships that influence the service management industry, including the Service Desk Institute (SDI), Help Desk Institute (HDI), IT Service Management Forum (itSMF), and Federation Against Software Theft (FAST).
Peter has been head of IT Security at Kings College Hospital NHS Foundation Trust since 2008 and has played a pivotal role in leading the team to establishing software compliance across the organisation. Peter is a qualified ISO27001 specialist and having used these skills to lead the implementation of the standard he now also spearheads the data protection and Information governance team.
Peter Johnson has worked in various technology roles at large corporations over the last 25 years. His assignments have taken him from hardware design through software development, technical support as well as people and process management. Currently he is working in the fields of business intelligence and data analysis. He is also qualified as a work psychologist (MSc, Sheffield) and is currently developing ideas at the point where IT service and workplace psychology interact.
SDI IT Service Excellence Professional of the Year 2012, Rebecca Beach (or as you may know her @gobbymidget) has ten years of combined customer service, IT and training experience. Passionate about ITSM Rebecca hopes to share her knowledge and experience with organisations and individuals to help develop Leadership, Team Relationships, Reward and Recognition and Employee Engagement.
Richard White is a Co-founder and the CEO of UserVoice, where he focuses on making sexy products for un-sexy markets like customer service. Prior to UserVoice, Richard was the lead designer on Kiko.com, a Y-Combinator-funded Calendaring product that drew praise for its clean design, which was sold on eBay for $258K. After Kiko, Richard founded SlimTimer, simple time tracking for freelancers, where he experimented with name-your-own-price Freemium models. The common thread throughout all these ventures is Richard’s passion for building wonderfully simple productivity tools with delightful user experiences. He’s proud to say that his works give people more time to waste rather than waste more of their time. Richard’s expertise lies in UI design & UX but in a past life he graduated with BS in Computer Science from North Carolina State University.
With a background in retail and local government ICT, Rob is passionate about the potential for using information, collaboration and technology to contribute to delivering genuinely excellent services and a more open relationship between government and the public. Rob leads for business systems at the London Borough of Lambeth supporting a wide portfolio of applications in one of the UK’s most diverse boroughs. Lambeth is on the journey to becoming a ‘cooperative council’, where the council will work more closely and collaboratively with local people in a radical change from the traditional service provider role.
Rosh is a hands-on IT service delivery professional with over 15 years of IT customer service experience obtained through Service Desk and Desktop Support Operational Management. Rosh has a passion for service delivery and brings to the table, a fresh, practical perspective, with insight obtained from first-hand experience. Rosh is currently working as a Global Service Desk Manager for a New York-based Investment Management firm. She received ITIL accreditation in IT Service Management and was awarded the IT Person of the Year Award from Investors in People.
Sarah has worked on IT service desks, based in the legal sector, for the last fifteen years. Her experience includes six years at Freshfields Bruckhaus Deringer and seven years at Clyde & Co, an award winning international law firm where she worked as a service desk manager. She is ITIL qualified in the five lifecycles and has project management experience. She is passionate about promoting the role of the service desk as the key business support function and ensuring that the service desk constantly delivers value to the business. Sarah joined SDI in February 2013 as Head of Service Desk Certification (SDC) and is looking forward to promoting SDC as the best practice standard for service desks and to increase the number of 5 star service desks out there!
As Chairman and Founder of ANS Group, Scott is one of the country’s leading entrepreneurs, heading up companies with a total valuation in excess of £75m, Scott founded what is now his largest business, ANS Group, from his bedroom in 1996 at 22 years old – ANS now has a turnover in excess of £50m. He has been named Entrepreneur of the Year for the North West at the National Business Awards, IOD Young Director of the Year and the PLUS Markets Chairman of the Year.
Simon is responsible for UK & EMEA direction and process harmonisation between UK and US for Pre-Sales/Sales Engineering, PSO, Training, Customer Support and Customer Success & Excellence services at Cherwell Software. With 19 years in the ITSM industry and 26 years in IT, Simon builds upon his experience as former co-founder & co-owner and Director of Customer Services at ICCM. He is an engaging lecturer and evangelist with a natural drive and passion for the subject of delivering exceptionally high levels of customer satisfaction.
With 23 years’ experience in IT, Simon previously worked in the insurance industry as a Programmer, in both operational and development roles. In 2001 he joined John Lewis Partnership where he led a Strategy and Architecture team for 6 years, before moving to ‘the sharp end’ of the business: managing the JL Service Desk – providing 2nd line IT support for all JL department stores and JL.com. After experiencing the difficulties the team faced with outdated tools and undocumented processes, Simon took the opportunity to join a large IT Transformation Programme, and lead a strategic change to improve ITSM across all IT Service Desks in the Partnership. This work has continued with a year spent in the newly formed Group IT function, and recently his team has moved to the Service Delivery department within the ‘Partnership Services’ division, which is the Business Service Centre of the John Lewis Partnership.
Stephen is a senior analyst at Forrester Research, serving Infrastructure & Operations Professionals. With 21 years of experience across a number of ITSM, finance, and consulting roles, his research focuses on service management strategy, adoption, and implementation as well as the enabling technologies. In particular, Stephen helps IT leaders and their teams understand the business value of service management, develop their strategy, evaluate and select vendor tools, and implement service management processes such as those espoused by ITIL.
Steve White provides leadership for a range of IT focused products, including KT ResolveSM, KT RestoreSM, Incident Mapping and ITSM PIM — systematic ways to achieve step-change improvements in the quality, speed, and cost in technical support operations and other client-facing organisations. As product manager, Steve collaborates with client and Kepner-Tregoe (KT) teams to develop programmes that combine process improvement, skill development, and performance management that achieve rapid, targeted results and lasting value. Before joining KT, Steve was global programme manager at Sun Microsystems, where he managed the implementation of KT Resolve in the global software and hardware support operations. Under Steve’s leadership, the Resolve Programme for third- and fourth-line support successfully reduced the MTTR for poorly defined escalations from 32 days to 6 days.
Taizoon is the Global Healthcare Manger for Compass Group, PLC based out of Philadelphia, PA. Compass is the global leader in providing food and support services and serves customer in over 50 countries around the world.
With over 20 years of experience in management, operations, and development Taizoon had been creating cutting edge programs and services for clients globally. His expertise derives from a solid understanding of the market and a deep knowledge of the consumer behaviors. Taizoon is often invited to present at national and international conferences, and has published his finding in various industry magazines.
Tessa Troubridge has been Managing Director of the Service Desk Institute for the last five years and has delivered numerous presentations to the ITSM community. Tessa has a passion for customer and employee engagement, how we consume data and knowledge, and how the advance in technology and the digital world has changed the face of service. Most recently Tessa was the EMEA host of the global #TFT12 virtual conference.
Tony has spent more than 20 years helping to build, develop and manage start-up operations for software companies. He spent 9 years as European Managing Director of GoldMine® Software (formerly Bendata, Inc. and currently FrontRange Solutions®). He subsequently held a variety of senior management positions with responsibility for sales, channel management, marketing and international business development for a number of software companies including DataCore, Converter Technology and Centennial Software. Having been involved with the Help Desk and Service Management industry within the UK and Europe since the late 1980’s, Tony joined Cherwell Software in 2009, with responsibility for the development and growth of its UK and EMEA operations.
Vernon has been in the IT service industry for over 40 years performing a variety of operational and management roles within many organisations, world-wide. He worked for Fox IT for 20 years where he was International Client Director & Head of IP Strategy & Development. Vernon has delivered consultancy and training to numerous organisations in the public and private sectors and is recognised globally as an authority within the Service Management industry. He is a popular speaker having addressed numerous major conferences, throughout Europe, the Far East, North America and Latin America. He was a lead author for several of the original ITIL books including Service Delivery, Service Support and Planning to Implement Service Management. Vernon also managed the ITIL Service Delivery refresh on behalf of the OGC and was a lead author for the Service Design Lifecycle book and the Continual Service Improvement Book (2011 Edition).