Speakers


  • 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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    • 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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      • Lena Stormvinge

        KCS Trainer & Knowledge Specialist
        ComAround

        Lena Stormvinge is a Knowledge Management, KCS and Self-Service specialist. She is also an experienced trainer and speaker. In 2017 she will give talks at HDI 2017 in Washington D.C., itSMF in Oslo, and itSMF in Stockholm. Lena is the fifteenth certified KCS Trainer in the world and has recently published the book Self-Service & […]


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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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          • 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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            • Vincent Geffray

              Vincent Geffray

              Senior Director of Product Marketing
              Everbridge

              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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              • Matt Hooper

                Matthew Hooper

                ITSM Evangelist
                Ivanti

                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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                • 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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                  • Andrew Shepherd

                    Andrew Shepherd

                    Domestic and General

                    Andrew has been working in IT Support for over 10 years and has worked with a wide range of companies. Since taking up the Team Lead role he has implemented a new strategy to change perceptions of what a Service Desk can really do.


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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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                      • Simon Kent, BRM Institute and Sollertis

                        Simon Kent

                        Chief Innovation Officer
                        Sollertis

                        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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                        • Jon Hall

                          Jon Hall

                          Principal Product Manager
                          BMC

                          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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                          • Dan

                            Dan Le Masurier

                            Director of IT Service Delivery
                            Qlik

                            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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                            • 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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                              • 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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                                • Chris Rydings

                                  Chris Rydings

                                  CTO
                                  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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                                  • Terry Walby

                                    Chief Executive
                                    Thoughtonomy

                                    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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                                    • 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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                                      • David Wheable

                                        David Wheable

                                        Vice President and Principal Consultant
                                        Forrester Research

                                        David is a principal consultant within Forrester’s Infrastructure & Operations practice. He provides research-based consulting services to I&O Professionals, helping them leverage Forrester’s proprietary research and expertise to meet the ever-changing needs and expectations of their stakeholders. David specialises in helping clients create effective and efficient strategies for their IT Service Management challenges including integrating […]


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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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                                          • David Bellini

                                            David Bellini

                                            Founder & Managing Director
                                            ConnectWise

                                            David Bellini serves as president and managing director of ConnectWise International. He co-founded the company with his brother Arnie in 1982. After serving in a number of roles, including chief operating officer, David recently took on the responsibility of leading ConnectWise’s international expansion efforts. David holds a bachelor’s degree in accounting from the University of […]


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                                            • Sanjeev NC

                                              Sanjeev NC

                                              ITSM Consultant
                                              Freshservice

                                              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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                                              • Sarah Lahav

                                                CEO
                                                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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                                                • 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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                                                  • 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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                                                    • Kumaravel

                                                      Kumaravel Ramakrishnan

                                                      Product Manager
                                                      ManageEngine

                                                      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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                                                      • Dr James Stanger

                                                        Senior Director, Products
                                                        CompTIA

                                                        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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                                                        • 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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                                                          • DUncan Watkins

                                                            Duncan Watkins

                                                            Senior Consultant
                                                            Forrester

                                                            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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                                                            • Jonathan Leckey

                                                              Jonathan Leckey

                                                              Head of Operations
                                                              Auto Trader UK

                                                              Jonathan is the Head of Operations at Auto Trader UK(ATUK). Auto Trader is the largest digital automotive marketplace in the UK with 65% of all used car transactions involving cars advertised on Auto Trader’s web services. For 7 years Jonathan led a transformation of IT Operations at ATUK which has resulted in enviable levels of […]


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                                                              • David Backham

                                                                David Backham

                                                                CEO
                                                                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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                                                                • Claire Agutter

                                                                  Claire Agutter

                                                                  Director
                                                                  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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                                                                  • 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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                                                                    • 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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                                                                      • Matthew Burrows

                                                                        Matthew Burrows

                                                                        Director
                                                                        BSMimpact

                                                                        In addition to his role as Director, Matthew is active as part of the BSMimpact professional services team, providing consultancy and training to governments and organisations in all regions of the globe. He has served on numerous industry bodies, including as President of the Institute of Service Management, Chair of itSMF International Ethics Review Board, […]


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                                                                        • Narain

                                                                          Narain Muralidharan

                                                                          Evangelist
                                                                          Freshdesk

                                                                          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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                                                                          • Barclay Rae

                                                                            Barclay Rae

                                                                            CEO
                                                                            ITSMF UK

                                                                            Barclay Rae is CEO for ITSMF UK. He has worked for a number of ITSM organisations, and he delivers strategic ITSM consultancy, as well as media analyst services to the ITSM industry. He and has recently been a co-architect of the new ITIL practitioner scheme with Axelos, plus he is a co-author of the SDI […]


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                                                                            • Steve Morgan

                                                                              Steve Morgan

                                                                              Director
                                                                              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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                                                                              • Ivor Macfarlane

                                                                                Ivor Macfarlane

                                                                                Partner
                                                                                MacfPartners

                                                                                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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                                                                                • Natalie Calvert

                                                                                  Natalie Calvert

                                                                                  CEO
                                                                                  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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                                                                                  • 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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                                                                                    • Georgina Owens

                                                                                      Georgina Owens

                                                                                      Head of Servicedesk and Infrastructure Serviceline
                                                                                      Vodafone

                                                                                      Having held global leadership roles in large organisations across multiple sectors and a 2016 Women in IT award winner, Georgina has established a reputation for tackling global challenges, applying proven techniques to make intelligent sense of chaotic and poorly managed IT environments.   She thrives in chaotic environments amongst uncertainty, ambiguity and constant change, where she […]


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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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                                                                                        • David Wright

                                                                                          Chief Value Officer
                                                                                          Service Desk Institute

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                                                                                          • Patrick Bolger

                                                                                            Chief Evangelist
                                                                                            Hornbill

                                                                                            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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