• Ollie O'Donoghue

    Ollie O’Donoghue

    Head of Research and Insight

    Oliie O’Donoghue is SDI’s Head of Research and Insight. Ollie is dedicated to providing insightful and practical research to the service desk industry. Ollie’s work with a wide range of service teams around the world provides him with ITSM expertise across a variety of business sectors.

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    • Adam Haylock

      Adam Haylock

      Service Delivery Manager
      Aylesbury Vale District Council

      Adam is a Service Delivery Manager at AVDC where change is the norm. Responsible for the Service Desk, which recently won the Service Desk Institute’s ‘Best Small Service Desk’ award. Adam has provided consultancy in designing ITIL processes, implementation of SaaS solutions, and the integration of an Enterprise Service Desk.

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      • Narain

        Narain Muralidharan


        Narain Muralidharan is an evangelist at Freshdesk, where his job is to drive adoption of ITSM technologies and processes, both internally and externally. Narain comes with close to a decade of experience in the IT field and works closely with IT teams around the world to come up with creative solutions to challenges they face […]

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        • Dr James Stanger

          Senior Director, Products

          Dr. James Stanger is a respected authority in network security, open source, Linux, and IT certification. With over 20 years of experience in these fields, he created security solutions and education programs worldwide. Over the years, his articles, blogs, and books have been translated into over a dozen languages.

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          • Damian Bowen

            Damian Bowen

            ITSM Consultant
            ITSM Value (NTT DATA)

            Damian has worked in the IT Industry for 25 years, including the last 7 years as Director of IT & Service Delivery in the UK for one of the largest global SI’s (the $13bn turnover NTTDATA).  Damian has transformed the Service Operations of NTT DATA and a number of other leading organisations.

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            • Ivor Macfarlane

              Ivor Macfarlane


              After working in and talking about service management for 30 years, Ivor has contributed to ITIL, ISO/IEC2000 and other best practices and (hopefully) also influenced more directly via training and presentations around the world. But he is still keen to summarise those 30 years into something useful for others to build on.

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              • Mike Kyffin

                Mike Kyffin

                Director, Solutions & Strategy (EMEA)
                Cherwell Software

                Mike is a driven and diligent professional and learning services leader with 19 years’ experience in diverse business sectors. He has a demonstrable track record of consistently delivering high quality, customer-focused solutions and projects. He is a creative and strategic problem solver who has led, designed, deployed, and managed pragmatic best practices and processes.

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                • Peter Hubbard

                  Principal Consultant
                  Pink Elephant EMEA

                  Although expert within ITIL, Peter’s speciality is blending together best practise from multiple frameworks to ensure the best possible outcome.  A philosophy that prompted Peter to complete a MBA from Oxford to enhance his ability to understand strategic business issues and how IT can support the business in real world.

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                  • Vincent Geffray

                    Vincent Geffray

                    Senior Director of Product Marketing

                    Vincent is currently the Senior Director of Product Marketing at Everbridge with focus on IT Service Alerting and Communication Workflow Automation. He has over fifteen years of experience in the IT Operations and Service Management space, with expertise in IT Alerting, IT communication automation, Data center automation, workload and runbook automation, Application Performance Management and […]

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                    • Lena Stormvinge

                      KCS Trainer & Knowledge Specialist

                      Lena is a certified KCS Trainer with over 10 years of experience, including implementing cost-effective service solutions, knowledge management strategies, product development, and building collaborative teams. Her specialty is helping organizations to better knowledge management strategies through the adoption of best practices methods.

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                      • David Bellini

                        Founder & Managing Director

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                        • Joseph McGee

                          Joseph McGee

                          Leadership Consultant
                          McGee Leadership

                          Joseph has over 16 years’ experience in the IT industry for leading corporate, financial and educational organizations. He has held various positions as Technical Trainer, IT Analyst, Website Developer, Manager and Desktop Support Technician. Joseph McGee was born in Hartford, Connecticut. He has been involved in the technical industry since the year 2000. He has […]

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                          • Dan

                            Dan Le Masurier

                            Director of IT Service Delivery

                            Dan Le Masurier is the Director of IT Service Delivery for Qlik. He has spent the last 10 years involved in all aspects of service management and digital delivery, from building & leading Qlik’s first Service Desk capability, planning, scoping, & executing the launch of our dedicated ITSM solution ServiceNow and years spent as Systems […]

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                            • Patrick Bolger

                              Chief Evangelist

                              Patrick Bolger is Hornbill’s chief evangelist. An industry veteran, he has significant first-hand experience of the issues facing IT and is a recognised authority in the service management arena. Patrick is an active contributor to a number of strategic groups and partnerships that influence the service management industry.

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                              • David Backham

                                David Backham

                                Soliloquy Ltd

                                David is a leading ITSM consultant practitioner, and CEO and founder of Soliloquy Ltd an ITSM consultancy and training organisation. He also holds positions on the board of itSMF UK, and on the committee of the Service Management Specialist Group of the British Computer Society. He is an ITIL Expert, ISO 20000 consultant and LEAN […]

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                                • Juha Berghäll

                                  CEO & co-founder
                                  Service-Flow Corp.

                                  Juha Berghäll has a wide experience in ITSM domain from software development to consulting, software/solution sales and marketing, with a track record of building and leading winning teams. Juha’s personal goal is to help business leaders see information technology as an organic and critical part of their businesses, rather than a hard understand and expensive […]

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                                  • Chris Weston

                                    Chris Weston

                                    Jumar Solutions

                                    Chris Weston is a technology and business adviser, specialising in innovation and growth. He has spoken at various conferences and events on IoT security in Smart Buildings and related subjects.  Chris supports and advises many organisations from well-established businesses to startups.  A long-time senior IT leader, he was named in the 2016 CIO 100 by […]

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                                    • Maciej

                                      Maciej Norko

                                      Head of IT Service Management
                                      Glasgow Caledonian University

                                      Maciej Norko is Head of IT Service Management at Glasgow Caledonian University. He holds a Master’s degree in Economics from the University of Gdansk. Maciej has more than 12 years’ experience as IT Manager in both the fields of education and banking, mainly focusing on Service Management, process management and improvements, and project management.

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                                      • Sanjeev NC

                                        Sanjeev NC

                                        ITSM Consultant

                                        Sanjeev is a full time Pre Sales/ITSM Consultant with Freshservice helping organisations implement their ITSM solution. He’s also an ITSM blogger, trainer and enthusiast focusing on user experience. Sanjeev is currently on a long term creative mission to change the way customer support functions.

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                                        • Natalie Calvert

                                          Natalie Calvert

                                          CX High Performance

                                          When it comes to taking customer (external and internal) and employee experience to the next performance level and beyond, Natalie is the trusted go to person. With phenomenal renowned expertise, an inspiring and a very real approach Natalie has strategised, mentored, and trained some of the world’s biggest brands including O2, the AA, Royal Mail, […]

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                                          • Kumaravel

                                            Kumaravel Ramakrishnan

                                            Product Manager

                                            Kumaravel Ramakrishnan has over a decade of experience in IT, mostly in ITSM and has demonstrated expertise on the KPIs and metrics side of service management. He has helped customers across the world implement ITSM processes and technology. A passionate evangelist, he loves interacting with IT service management professionals at industry events and is a […]

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                                            • Martyn Broadhead

                                              Martyn Broadhead

                                              Executive Director
                                              The Barcode Warehouse

                                              Martyn has been working in a variety of management, executive, operations and sales positions for over 23 years.  He has a reputation as a high energy and effective leader with a proven track record of driving business growth and prosperity through the creation of market differentiation, organisational change, and leading and motivating teams.

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                                              • Matt Hooper

                                                Matthew Hooper

                                                ITSM Evangelist

                                                Digital Transformation expert, author, podcaster, blogger, & Twitter addict, Matt Hooper is an engaging international speaker on agile business management, leadership, technology, & customer service. His 20+year career has taken him from help desk analyst to CIO. Matt brings practical & real-world insights for growing and sustaining business outcomes through organizational agility and customer centricity. […]

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                                                • Chris Rydings

                                                  Chris Rydings

                                                  Axios Systems

                                                  A highly experienced and well-informed ITSM professional, Axios Systems’ CTO; Chris Rydings, is a certified ITIL Expert V3 and has over 16 years’ experience in IT Service Management. With experience, ranging from shaping, developing, and leading ICT operations, to speaking on all aspects of ITIL and ITSM across the UK and Europe, Chris has helped […]

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                                                  • Sumit De

                                                    Senior Consultant
                                                    TOPdesk UK

                                                    Sumit is a Senior Service Management Consultant at TOPdesk. He has great experience in helping customers improving their ITIL processes and implementing TOPdesk software. Sumit has been responsible for leading and managing many international projects with organisations worldwide.

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                                                    • DUncan Watkins

                                                      Duncan Watkins

                                                      Senior Consultant

                                                      Duncan is a Senior Consultant within Forrester’s Business Technology service delivery consulting practice. He is an experienced IT Service Management professional who has worked in consulting, banking, publishing and telecoms companies. As well as IT Service Management, he has extensive experience in Programme and Project Management and Information Security. He holds qualifications in ITIL, PRINCE […]

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                                                      • Noel Bruton

                                                        Noel Bruton

                                                        Principal Consultant & Trainer
                                                        Bruton Consultancy

                                                        Globally acknowledged as one of IT Support leadership’s foremost ‘How-To’ experts, UK-based consultant-trainer Noel Bruton is the author of bestselling, practical management handbooks, required or recommended reading for academic and professional IT management qualifications. The originator of common-use concepts, terms, and algorithms, he is known as practitioner rather than process-theorist.

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                                                        • Jon Hall

                                                          Jon Hall

                                                          Principal Product Manager

                                                          Jon Hall is a Principal Product Manager for BMC’s Digital Service Management. Having worked in the ITSM industry for two decades, his focus is on the innovation of IT service tooling and practices for the next generation of Enterprise technology.

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                                                          • Terry Walby

                                                            Chief Executive

                                                            Terry Walby is Chief Executive of Thoughtonomy, whose Software as a Service Virtual Workforce platform is designed to automate a wide range of IT and Business operation activities. The Virtual Workforce is not a tool, but software that replicates human activity using existing user interfaces and thus delivers “frictionless” automation.

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                                                            • James Finister

                                                              James Finister

                                                              Service Management Strategist
                                                              Tata Consultancy Services

                                                              James has been in ITSM since 1992 as a consultant, trainer and manager in a wide range of organisations. He is internationally known as a thought leader and a pioneer in the field of SIAM.

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                                                              • Mark Smalley

                                                                Mark Smalley

                                                                The IT Paradigmologist
                                                                ASL BiSL Foundation

                                                                Mark Smalley is the knowledge-sharing ambassador at the ASL BiSL Foundation, a non-profit membership organization for IT professionals. He is also known as The IT Paradigmologist because of his interest in changing perspectives on IT. He has spoken at more than 100 conferences in more than 20 countries.

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                                                                • Simon Kent

                                                                  Simon Kent

                                                                  Chief Innovation Officer

                                                                  Simon Kent is a veteran of the IT service management software industry with a career spanning 25 years, including the former roles of vice president of global customer experience for Cherwell Software LLC and founder of customer services at ICCM (Opentext). Simon combines forward-looking views with a balanced, pragmatic, ’join the dots’ approach for immediate […]

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                                                                  • Pasi

                                                                    Pasi Nikkanen

                                                                    Chief Product Officer
                                                                    HappySignals Ltd

                                                                    Pasi is the Chief Product Officer at HappySignals Ltd, who is passioned on changing how large enterprises measure and lead based on employee experience. Past positions include Head of Digital Channels at Tieto, the largest Nordic IT company, and Regional Manager EMEA for TIBCO Software in field of Enterprise Social.

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                                                                    • Claire Agutter

                                                                      Claire Agutter

                                                                      ITSM Zone

                                                                      As host of the popular ITSM Crowd hangouts, Claire is always seeking out and discussing the latest trends in IT service management.  As the director of IT training and consultancy companies, she is always interested in how IT can work better.

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                                                                      • Steve Morgan

                                                                        Steve Morgan

                                                                        Syniad IT

                                                                        Steve is Director of Syniad IT, a specialist IT consulting organisation.  Steve has extensive experience in helping organisations develop IT Operating Models, along with defining the supporting processes and selecting the underpinning Service Management tools.

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                                                                        • Daniel Breston

                                                                          Daniel Breston

                                                                          Qriosity Limited

                                                                          Daniel is an internationally experienced director of operational and service technology with a focus on financial services. Daniel now consults or coaches Cxx individuals or their teams in how to get the best out of technology by using the blend of practices of Agile, Lean, ITSM and TOC now commonly known as DevOps. Daniel is […]

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                                                                          • Brian Hendry

                                                                            Brian Hendry

                                                                            Service Development Manager
                                                                            Axios Systems

                                                                            As a service management champion, Brian has delivered training and development on many ITSM topics throughout his career, including at itSMF and SITS. He’s also an experienced facilitator who has travelled worldwide to lead interactive workshops covering all of the main ITIL processes.

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                                                                            • Sarah Lahav

                                                                              SysAid Technologies Ltd

                                                                              As SysAid’s first employee, Sarah Lahav has remained the vital link between SysAid and its customers since 2003. She’s the current CEO and former VP Support at SysAid, two positions that have given her a hands-on role in evolving SysAid solutions to align with the dynamic needs of service managers.

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                                                                              • Eddie Potts

                                                                                Eddie Potts

                                                                                Principal Consultant
                                                                                Pink Elephant EMEA

                                                                                Eddie is a Chartered IT Professional, Principal ITSM Consultant who has experience across most industry sectors supporting organisations to optimise their capabilities.  His knowledge is underpinned with numerous professional accreditations and through the study of an Executive MBA with the University of Surrey in which he was awarded a distinction.

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