Tom Bailey has ten years of experience in the Service Desk Software Industry and holds a BSc (Hons) in Business Information Systems Management. He is ITIL V3 qualified and a certified Scrum Master. Tom is particularly interested in the use of game mechanics in software design. He has attended and presented several workshops on Gamification. Tom Bailey is VP Product Management at Alemba. He defines the software strategy and solutions for their ITSM Software.
Jim has nearly 20 years of technical hardware and software industry experience. Over the past 10 years with FrontRange, Jim has been responsible for overseeing the company’s product strategy and delivery of their next generation IT Service Management solutions. Most recently Jim has been responsible for delivering HEAT 2014, the industry’s first truly Hybrid service management solution to the market. Prior to his current role, Jim served in several technical management positions for GoldMine and Bendata Corporation, both predecessor companies to FrontRange.
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).
Jeffrey Brooks is a Research Vice President in the IT Operations Management team of Gartner. His research focuses on IT service 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. Mr. Brooks 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.
Gareth has held the position as Head of Customer Services for the new Oxford Brookes Information Solutions directorate at Oxford Brookes University since 2011. Prior to this, he worked in IT roles in the Department of Engineering and School of Technology for the University. Gareth is responsible for the delivery of efficient IT Customer Services across all directorate and faculties of Oxford Brookes University which supports some 28,000 students and over 2,000 staff. Gareth holds a BSc in Geography, an MSc in Environmental Sustainability and is working towards his Masters of Business Administration from Oxford Brookes University.
Marc has worked in IT for 27 years, and has worked for Natwest Bank and Glaxosmithkline. He has been working for the United Nations World Food Programme for the last decade. His in-depth knowledge of IT Service Management was nurtured by helping WFP set up and manage its first ever IT Service Desk supporting global Field IT officers and staff. Marc completed a Masters in IT Service Management with the University of Northampton. He has experience in speaking at conferences with audiences ranging from students to top level management within the United Nations on various subjects specific to ITSM.
Noel Bruton is a UK-based consultant, trainer, and author, specialising in IT user support since 1979, and the designer of numerous concepts, terms, techniques and algorithms in common use in IT support management. Noel’s works are required or recommended reading for professional and academic IT management qualifications in a number of institutions worldwide. He is known for the practicality and effectiveness of his solutions and the enthusiasm of how he conveys them.
Matthew Burrows specialises in Service Management and Transformation. He has served on numerous industry bodies, including the itSMF UK Management Board, the SFIA Council, and the Global priSM Institute Advisory Committee. An acknowledged best practice expert and thought leadership contributor, Matthew’s day job is as the managing director and an active consultant/practitioner at BSM impact Limited, a SFIA Accredited Partner working with organizations to deliver successful transformation and maximize the value of a Business Service Management approach.
More than 23,000 companies use JIRA, Atlassian’s industry-leading project and issue management software; Christophe’s mission is to help IT teams leverage JIRA across the business to automate processes, workflows and build kick-ass service desks to increase visibility and productivity.
Barry is Global Knowledge’s Business Development Director for Best Practice. Technician, Operations Manager, Consultant, Director, Educator, Presenter, Examiner…from a best practice perspective he’s been there, seen it and done it. Crucially, he’s not forgotten it and wants to pass it on.
As a business solutions manager at Bomgar, Greg works side-by-side with the company’s customers after they have purchased the Bomgar solution. He helps drive efficiency, productivity, and security through assisting with installation, integration and training, helping clients realise ROI sooner and maximise on their Bomgar investment.
John Fahey 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.
Suresh GP has over 13 Years of experience and is currently the Global Delivery Leader at HP Professional Services. He has wealth of experience in different facets of ITSM, IT Governance, Project & Program Management and ISO Standards. Earlier he has served as ITSM Consultant/Solution Architect/ Program Manager/Business Consultant and Architecture & Standards Governance Manager. His Certifications include ITIL V3 Expert, CGEIT, PMP, ISO 20000 Practitioner and ISO/IEC 20000 & 27001 Lead Auditor. He is a regular blogger and speaker in National &International Forums. He was awarded the ITSM Contributor of the Year 2014 award by itSMF Singapore. Suresh runs the ITSM Weekly India Podcast covering Indian ITSM practitioner’s senior executives and. also serves as Board of Director at itSMF India.
Jon Hall is a Lead Product Manager for BMC Software’s enterprise ITSM solutions. He is particularly focused on emerging key trends in ITSM, is also BMC’s global product lead for ITSM Mobility and enterprise IT Asset Management. He has worked in ITSM for 17 years, joining BMC in 2008 after a number of years consulting in a wide range of organizations, from small local enterprises to global blue-chip brands. He writes the Evolving ITSM blog, and also contributes to various ITSM sites including ServiceDesk360 and the ITSM Review. He is based in Reading, UK.
Energetic and enthusiastic, Alex, Senior Consultant and Trainer at Marval Group draws on his roots as a teacher, professional trainer, experienced ITSM practitioner and consultant to deliver stimulating and thought provoking engagements. Holding a Post Graduate Training Qualification, ITIL managers, and ISO/IEC 20000 certificates, Alex brings a range of skills and perspectives to the table. Whether he is training on the latest software, delivering service improvement projects, consulting on process issues or speaking at conferences, the real world is always his focus, believing that technology, frameworks and standards are merely the vehicles that help us reach the horizons we have set our sights on.
Craig has a vast background in IT leading to his current position as Senior Service Manager & Architect (ICT) at The Coal Authority, starting from support and working his way up to level of management. With the likes of IBM and ABB in his portfolio, Craig has experienced the ins and outs of delivering appropriate ITIL-aligned services within a business setting and its customers.
Peter Johnson is multi-faceted. He has worked in various technology roles at large corporations over the last 25 years. His assignments have taken him from software development through technical support, people and process management, to data analysis/business intelligence. He is also a qualified work psychologist (MSc, Sheffield) and is happiest when developing ideas at the point where IT service and workplace psychology meet.
Brian is a qualified ITIL Manager and ISO20000 Consultant with twenty years implementing, consulting and speaking on all aspects of ITIL and ITSM internationally. During this time he has personally implemented ITSM solutions for hundreds of large organization, helping them to realize the benefits while delivering best practices.
Kaimar is an experienced ITSM practitioner who has a career background in IT support, software development and project management. Since creating his own ITSM training and consulting company six years ago, Kaimar has had assignments across the Estonian public sector and with several high-profile international companies. In 2013 Kaimar was elected as President of itSMF Estonia. In his new role at AXELOS, Kaimar is leading the development of ITIL® with a focus on implementing CPD programmes for practitioners and showing how combining ITIL, DevOps and other frameworks and philosophies can deliver an even stronger service management.
Simon Kent has more than 20 years of experience in the IT service management and service desk software industry. Simon is currently head of customer experience at Cherwell Software (EMEA) in the United Kingdom. Simon has a successful track record in customer experience, customer retention, customer growth, and customer satisfaction. Simon is a creative problem solver with the ability to develop solutions, enhance and deliver value propositions, engender motivation, and create profit and business opportunities from a customer service perspective.
An ITIL, Prince2 and Green IT qualified Service Integration and Management (SIAM) Consultant with a strong practical background and passion for Service Management 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 Service Management began. In Andrea’s own words she is a practitioner of 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.
SysAid Technologies’ first employee, Sarah is a vital link between SysAid and its customers since 2003. As CEO, she takes a hands-on role evolving SysAid with the dynamic needs of service managers. Sarah engages in direct consultation with SysAiders and industry professionals across the globe, paving the way for an innovative, bright future.
Kevin Leslie brings a unique business perspective to ITSM, a dedication to achieving customer success, and a passion for innovation. An experienced business leader his career spans roles in HR, ERP, CRM, Marketing Automation and PPM with eBusiness platform vendors including Oracle, SAP, Aprimo and Mercury. Since 2008, Kevin has been the HP Software ITSM EMEA Business Director, working with the largest customers such as Russian Railways (1 million employees) to SMB customers with 5 user help desks.
Jason McClay is Head of Operations with G2G3 Group. He has designed simulations and gamification solutions for many of the world’s leading Enterprise Management Vendors including Microsoft, IBM, CA and HP. In addition, he has delivered gamification projects and simulation events to large blue chip clients attempting to drive engagement in subject areas including ITSM, ITIL, MOF, Project Portfolio Management and Business Continuity and Risk. Jason is an accomplished speaker in the areas of gamification, serious games, organisational change and service management. His lively attitude combined with a passion for gaming technologies makes Jason’s presentations compelling, energetic and fun.
With over 17 years of delivering in the IT Service sector, Quentin is a veteran of ITSM implementation in large and complex organisations. During this time the need for ever increasingly efficient service delivery has required not only wider adoption of industry good practice but also the critical scrutiny of that practice.
In Stuart’s current position as Campus Service Director Norfolk Educational Services, he is Programme Director to set up Shared Services company within an education group including the specification, selection and implementation of service desk system. Previously, he was in the energy business within Northgate, Business transformation for local government, LeanSixSigma in multinational company, Project manager SAP R/3.
Irish mum of 3. ITIL V2 Manager (red badge) and ITIL V3 Expert (purple badge). SDI Managers certificate. Further qualifications in COBIT, ISO 20000, SAM, PRINCE2 and Microsoft. Vice Chair of the itSMF UK Transition Management Working Party & SIG (Chair 2007 – 2013), author of itSMF UK collateral on Service Transition, Software Asset Management, Problem Management & the “How to do CCRM” book. Reviewer for the Service Transition ITIL 3 2011 publication. When not being pelted with brightly coloured balls in name of ITIL, I am a Change Specialist for Virgin Media.
Christian is CEO and founder of CentraStage, the award-winning, cloud-based endpoint management solution. CentraStage gives IT managers complete visibility and control over their entire IT estate from a single integrated cloud platform
Christian co-founded CentraStage in 2008 in response to the growing challenge of endpoint management. Alongside his determination to position CentraStage as an industry leader, Christian has an unswerving conviction in the power of innovative, scalable cloud technology to transform IT and business.
Christian lives in Buckinghamshire with his wife and children.
As Director of EMEA Sales, Matt brings a deep understanding of Cherwell Software and the ITSM industry into this role. Serving as Cherwell Software’s Technology Evangelist, Matt has been instrumental in the growth of Cherwell Software and the ITSM industry’s understanding of Cherwell Service Management®, the company’s ITSM solution. He has been a principal contributor in Cherwell’s global success since joining in 2007. Prior to joining Cherwell, Matt served as Executive Director for a consulting company where he travelled to more than 60 countries speaking, training and consulting, specializing in cross-cultural adaptation.
Don, known as “The Godfather of ITIL”, has been responsible for the design and implementation of some of Europe’s largest Service and Support operations. His straight talking, pragmatic and innovative approaches, have made him a world-renowned and respected industry figure. Don has been responsible for co-authoring several major service management publications including ISO/IEC 20000; ITIL; the British Standard for IT Service Management (BS 15000); the Service Desk Institute ‘Service Desk best practice’; the 1st Masters Degree in ITSM; and fellow of the Institute of Service Management. Don has received the prestigious ‘Lifetime Achievement Award’ from the international ITSMF.
Barclay is an experienced ITSM mentor and business manager. He has worked on approximately 500 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 to the ITSM industry. Barclay has created ‘ITSMGoodness’ – a set of practical steps and guidelines – for successful ITSM. He is also a regular speaker at conferences in the industry, in the UK and globally.
Dave Sobel is responsible for fostering the growth and success of GFI MAX Partners. As Director of Partner Community, he helps promote collaboration, education and innovation among GFI MAX Partners and among the industry as a whole, ensures they have access to business, technology and market resources, and are utilizing the MAX Platform to achieve positive growth, enhance their offerings and become best-in-class solution providers.
Dave is regarded as a leading expert on cloud computing, mobility and virtualization, and is a featured speaker at industry events including the Microsoft Worldwide Partner Conference, CompTIA and SMB Nation and is often quoted in business and technology publications.
Matt has 20 years of IT support experience in industries including banking, insurance, travel, marketing and on-line retail. By managing service desks for companies like TUI, Moneysupermarket.com, The Hut Group and Network Rail, Matt has found ways to ensure his passion for continuous improvement and optimisation through collaboration, systems thinking and employing ITIL and Lean disciplines delivers service excellence. He is here to share his knowledge and ideas to help other organisations and individuals develop leadership, collaborative and customer driven approaches.
An enquiring leader and experienced practitioner, Duncan has been working in the information technology industry for nearly twenty years. Although principally focussed on Service Management he has moved through other disciplines having worked extensively in both Project Management and Information Security, across a range of market sectors. Before joining Serco, Duncan worked for Arvato delivering whole Contact Centre solutions; before that at Blackberry he negotiated European wide SLA’s and achieved the ISO27001 for the whole of the European operation. He approaches each challenge from a pragmatic and realistic basis, which is always underpinned in industry standard qualifications achieved in ITIL, PRINCE II, BS27001 and SFIA.
Greg has over 15 years’ experience in the IT industry, 10 of those in the defence. Greg leads a team responsible for the support and development of software and systems engineering tools. Greg is passionate to see that his customers are being productive and making awesome products with the systems and tools supported by his team. Greg has worked extensively with Atlassian products for the last 7 years.
Russell has been involved in the service management industry for 25 years. He started his career as a support analyst and later co-founded Vivantio, the first software vendor to develop a cloud-based service desk application. He has recently moved away from his company director role to focus more closely on research and development.