Speakers


  • Dr. James Stanger

    James is a respected authority in network security, open source, and service desk consulting. He has worked in the IT and certification industry for over 20 years. His areas of expertise include security analytics, improving help desk efficiency, as well as education and certification. He has consulted for IBM, Symantec, the University of the West […]

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    • Simone Jo Moore

      Simone Jo Moore

      Simone is a freelance service management senior consultant and trainer. As an Australian living in France, she is exploring a new language, culture and way of working that’s giving her a new perspective on the world and ITSM which in turn powers her presentations. Share This:

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      • Hannah Price

        Hannah Price

        Hannah Price works as a consultant for TOPdesk, working with customers to implement on premises and SaaS solutions, as well as designing and optimising their processes. She collaborates with managers and executives during every stage of the implementation process, using expertise in service management to meet the customers requirements. Hannah holds both a Master of […]

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        • William Culbert

          William is manager of solutions engineering EMEA with Bomgar. He has been with the organisation for four years after previously being with HP. He has acquired wide-ranging experience working with customers across multiple industries and has a diversity of knowledge within IT and service management, including software testing, management and operations and security. Share This:

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          • Stuart Rance

            Stuart is a consultant, trainer and author, who helps clients use service management to create value for themselves and their customers. He is a Chartered Fellow of BCS (FBCS CITP), and a Certified Information Systems Security Professional (CISSP). Stuart is the author of ITIL Service Transition, 2011 edition and of the ITIL V3 Glossary. Share […]

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            • Martin Ogden

              Martin is a senior IT manager with over 25 years experience leading various IT operations teams and departments – always driving change and implementing new strategy. Martin’s most recent role is at Warburtons sees him tasked with ensuring the IT operations team delivers the robust performance required to support a time-critical, complex logistics operation through […]

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              • Sarah Lahav

                As SysAid Technologies’ first employee, Sarah Lahav has remained the vital link between SysAid and its customers since 2003.  She is the current CEO and former VP of customer relations 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. Share […]

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                • Ivor Macfarlane

                  Ivor Macfarlane

                  Ivor has been involved with process improvement since the 1970s, ITIL since the 80s and is still enthusiastic about the future. He writes frequent blogs, articles and white papers around the ITSM theme. He was an ITSM evangelist for IBM for seven years before returning to freelance training and consultancy work in 2015. Share This:

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                  • Sanna Sinivuori

                    Sanna Sinivuori

                    Sanna Sinivuori is a seasoned IT professional with extensive and versatile background. She has been managing large and global service desks as an inhouse activity, as well as monitoring the quality and service levels of the outsourced services. Sanna’s core activities in the ITSM field are process and software development, professional services and outsourcing, service […]

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                    • Toby Moore

                      Toby Moore

                      Toby is a young and ambitious ITSM professional who believes you must push your service management skills, ideas and capabilities to new heights, in a ‘no fear’ and entrepreneurial fashion. Toby’s speaking experience includes a number of keynote and panel sessions at SITS, SDI experience events in the UK and European ITSMF conferences. Share This:

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                      • Caroline Clark

                        Caroline Clark

                        Caroline Clark is a product marketing manager at Atlassian, and during her three years marketing within the business, she has focused on learning about how customers use their service desk tools and how to then share this information with other IT support teams. She grew up in New York City and currently lives in San […]

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                        • Matt Hooper

                          Matthew Hooper

                          Author, podcaster, blogger, and Twitter addict, Matt Hooper is a globally recognised speaker on agile business management, leadership, technology, and customer service. His 20+-year career has taken him from help desk analyst to CIO. Matt brings practical and real-world insights for growing and sustaining business outcomes through organisational agility and customer centricity. Share This:

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                          • Nishant Rao

                            As COO, Nishant is responsible for scaling and transforming Freshdesk into a global SaaS powerhouse. He oversees all non-R&D aspects of Freshdesk’s operations, which includes channel sales, customer success, facilities, finance, HR, legal, presales, and sales. Before joining Freshdesk, Nishant played a pivotal role in helping scale LinkedIn’s operations globally first as the Head of […]

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                            • Ian Aitchison

                              Ian Aitchison is the ITSM & ITAM Product Director at LANDESK software. In addition to helping build new and innovative solutions, he often speaks publicly – presenting ideas and inspiration – with passion and humour – on the future of IT, business and technology. Share This:

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                              • Simon Johnson

                                Simon is director of operations EMEA at Freshdesk, leading the company’s operations across Europe covering IT service management, customer service and support management. Share This:

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                                • Ian Stevens

                                  Ian has spent nearly forty years in a variety of jobs always looking to deliver the best possible service for customers. Since being introduced to ITIL 15 years ago, he has embraced the concepts of service management best practice which he continues to hone. Ian believes the concepts of ITSM are transferrable to any service […]

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                                  • Simon Kent

                                    Simon Kent

                                    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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                                    • Sarah Khogyani

                                      Sarah Khogyani, Product Marketing Manager, Atlassian Sarah Khogyani has been championing IT software for three years and honing an expertise in knowledge management because she is passionate about helping people effectively use knowledge to be more productive. She graduated from Cal Berkeley and a California native. Go Bears! Find her on Twitter: @sarahzorah Share This:

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                                      • Laura Haines

                                        Laura Haines, Senior Project Manager, Skyscanner Laura Haines is a Growth Operations Lead at Skyscanner, an Edinburgh based Meta Search Travel Company. She began her career as a full stack engineer in the Investment Banking industry but her passion for travel, product delivery and all things agile led her to Skyscanner. Laura manages all aspects […]

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                                        • Stephen Mann

                                          Stephen Mann

                                          Stephen Mann is an independent blogger, writer, and presenter on the challenges and opportunities for ITSM professionals. In his career, he’s held positions in marketing, IT research (at Ovum and Forrester), ITSM consultancy, enterprise IT service desk and ITSM, ITAM, innovation/creativity facilitation, project management & finance consultancy. Share This:

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                                          • Jon Buttriss

                                            Jon Buttriss is CEO of BCS Learning & Development and has spent 30-years achieving success in the international information technology, skills and development industries. Having built his first computer as a 10 year old, Jon started his working career as a simulations programmer working on a range of industrial and military projects. Latterly Jon was […]

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                                            • Ian Teasdale

                                              Ian Teasdale

                                              Ian is service desk manager at University of Oxford. He joined the University in 2008 as support manager and from April 2013 was a project executive and board member for the service desk consolidation project at the University. Prior to that Ian held various ITSM roles at Computacenter, Zurich Life and IBM. Share This:

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                                              • Markos Symeonides

                                                Markos is an executive vice president of Axios Systems plc, a leader and the acknowledged innovator in IT Service Management. Markos is responsible for operations across North America and the UK. A Harvard alumni, he is passionate about delivering true service to global clients and is also the founder of customeradvocacy.com Share This:

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                                                • Steve Watt

                                                  Steve Watt is Chief Information Officer at the University where he is responsible for leading the Information Technology Unit and for leading technology enabled change across the organisation. Steve has 20 years of experience within information technology roles, primarily in the higher education sector. He has also worked in the private sector in manufacturing for […]

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                                                  • Terry Walby

                                                    Terry Walby is founder and chief executive of Thoughtonomy. His business uses software robots to mimic the way people use technology and thus can automate a wide range of operational and support processes. Share This:

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                                                    • Wolter Smit

                                                      Wolter Smit

                                                      Wolter Smit is CEO of TOPdesk having founded the business in 1993. He continues to drive innovation in the service management marketplace and was nominated as the Ernst & Young 2011 Entrepreneur of the Year. Share This:

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                                                      • Sumit De

                                                        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 Share This:

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                                                        • Ben Moss

                                                          Ben holds an honours degree in business information systems and has 15 years’ experience in a customer-facing IT delivery role. He has worked in project management, as PMO lead and takes a keen interest in organisational behaviour and how it impacts company culture and values. Share This:

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                                                          • Stephen Mann

                                                            Stephen Mann is an independent blogger, writer, and presenter on the challenges and opportunities for ITSM professionals. In his career, he’s held positions in marketing, IT research (at Ovum and Forrester), ITSM consultancy, enterprise IT service desk and ITSM. Share This:

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                                                            • Daniel Breston

                                                              Daniel Breston

                                                              Daniel has more than 40 years of IT service management, operations, applications and data centre experience in the US, UK and EU. He is currently coaching, consulting, blogging and speaking about DevOps and is developing his method of applying Agile, lean and ITSM in one service provisioning model. Share This:

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                                                              • Michael Hall

                                                                Mike joined Skyscanner in 2013 and is now leading the business tools squad in owning, maintaining and enhancing several business applications – including the service desk. He and the rest of the squad are currently exploring how best to provide an excellent support service to a rapidly growing and innovative business as well as learning […]

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                                                                • Dorian Selz

                                                                  Dr. Dorian Selz

                                                                  Dr. Dorian Selz is co-founder and CEO of Squirro. Before that he founded the Swiss search platform local.ch, and prior to that was a partner at Namics, the ebusiness consultancy. He holds a PhD from the University of St. Gallen and a Master in Economics from the University of Geneva. Share This:

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                                                                  • Rick Wacey

                                                                    Rick Wacey moved to Stockholm from the UK in November 2011 to join Spotify’s growing internal IT team. As a service owner, Rick is responsible for upholding service levels within the IT support team – a challenging task during Spotify’s substantial growth. Share This:

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                                                                    • Adam Nash

                                                                      Adam Nash

                                                                      Adam Nash has been working in IT for over 18 years holding positions in a variety of tech and sales roles including IT Auditor, Tech Product Manager, Sales Engineer and Network Engineer. He has been working in security with Webroot for the past 3 years helping to build the EMEA channel Share This:

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                                                                      • Noel Bruton

                                                                        Noel Bruton

                                                                        Noel is independent practitioner on IT user support management and an international figure in the field of ITSM. In the industry since 1979, establishing his consultancy and training practice in 1991, Bruton is the author of numerous books, press articles, websites, training courses, and industry white papers. Share This:

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                                                                        • Jon Hall

                                                                          Jon Hall

                                                                          A lead product manager for Remedy, at BMC Software, Jon has been working in ITSM since 1997, and has extensive experience of ITIL and ITSM process and toolset implementations at major companies across the world. A user-experience and mobile evangelist, he is particularly focused on the next generation of tools for service management and IT […]

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                                                                          • Ian Connelly

                                                                            Ian Connelly

                                                                            Ian currently works as an environment manager for a London-based specialist insurer. His career spanning more 15 years has seen him hold a variety of technical and management roles, including running IT service desks and operational IT teams. He is an avid proponent of IT service management and chair of the BCS Service Management Specialist […]

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                                                                            • Chris Pope

                                                                              Chris Pope

                                                                              Chris has more than 20 years’ experience in systems integration, financial services, retail and IT services. He has a proven record of service management, operational management, programme and project management, and process re-engineering across global organisations. Share This:

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                                                                              • Tony Price

                                                                                Tony is an IT transformational expert and a recognised leader in IT service management who has delivered large scale global transformational programmes. He has also helped to pioneer the adoption of IT4IT from the Open Group and as a result took the position of worldwide director for IT4IT strategic consulting in HP Software Professional Services. […]

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                                                                                • Matthew Burrows

                                                                                  Matthew Burrows

                                                                                  Matthew Burrows is managing director of BSMimpact. He currently serves on the SFIA Council, is chair of the itSMF International ethics review board, and was the design authority for SFIA6. He is an ISO/IEC 20000 qualified consultant and auditor and SFIA accredited consultant, specialising in implementing pragmatic business service management solutions rather than just theoretical […]

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                                                                                  • Robert Ainscough

                                                                                    Robert Ainscough

                                                                                    Robert is head of technology – capability for Tesco. He is passionate about bringing tools and process together to improve outcomes for customers and increase efficiency. Robert brings experience of end-to-end development and implementation of ITIL-aligned system support processes and tooling within a large and complex organisation. Share This:

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                                                                                    • Philip Murray

                                                                                        With a career spanning multiple technical and process disciplines at Standard Life Philip manages an Enterprise Management function that joins service management and systems management together.  Having led the implementation of ServiceNow in collaboration with Focus Group Europe, the objective now is on using automation to enhance processes and create improvement opportunities. Share This:

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                                                                                      • Patrick Bolger

                                                                                        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. Share This:

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                                                                                        • Andrew White

                                                                                          Andy is a service management veteran and international executive with an extensive knowledge of the EMEA, APAC and Americas IT operations management market landscape. He has held senior positions at EasyVista, Numara Software and Frontrange Solutions and has a passion for service management excellence. Share This:

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                                                                                          • Ollie O'Donoghue

                                                                                            Ollie O’Donoghue

                                                                                            Ollie is an analyst for Service Desk Institute, the organisation dedicated to providing insightful and practical research for the service desk industry. Ollie’s work at SDI involves working with a wide range of service teams around Europe, providing him with a great deal of experience in a variety of businesses. Share This:

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                                                                                            • Charles Araujo

                                                                                              Charles Araujo is a recovering consultant and accidental author of the book, The Quantum Age of IT: Why Everything You Know About IT is About to Change. He is an internationally recognized authority on “Digital Leadership” and liberally shares his message of hope about the future of Digital Enterprises and what it means for all […]

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                                                                                              • Michael Allan

                                                                                                Mike is COO at Sumerian, running our service delivery, software development  and  IT operations. He has over 15 years of IT operations and service management experience, most recently prior to Sumerian at GE Capital and Vision Consulting.   Share This:

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                                                                                                • Jamie Bartlett

                                                                                                  Jamie Bartlett is the author of The Dark Net, an examination of the hidden corners of the internet and the strange subcultures and protagonists that inhabit it – from Bitcoin miners to neo-Nazis. As Head of the Violence and Extremism Programme and the Centre for the Analysis of Social Media at the think-tank Demos, Jamie […]

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                                                                                                  • Kaimar Karu

                                                                                                    Kaimar Karu

                                                                                                    Kaimar Karu is an experienced IT Service Management practitioner who has a career background in IT support, software development and project management. He has a passion for education and taught in schools and universities in his home country of Estonia before becoming a professional trainer. Over the years he has trained ITSM and project management […]

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                                                                                                    • Janet Moss

                                                                                                      Janet Moss

                                                                                                      Janet Moss is project manager for William Grant & Sons.  She has 30 years’ experience in the management of IT, projects and digital marketing, is certified in PRINCE 2 and skilled in Agile techniques.  Janet is an advocate of IT governance, particularly ITIL framework and ISO 9001 quality standards, and believes in a collaborative attitude […]

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                                                                                                      • Barclay Rae

                                                                                                        Barclay Rae has over 30 years service management experience, including 22 years practical consulting. He is CEO of ITSMF UK helping develop new industry services and partnerships, including co-authoring recent SDI and ITIL standards and programmes. Barclay was voted SITS contributor of the year in 2014. Share This:

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                                                                                                        • Juha Berghäll

                                                                                                          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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                                                                                                          • Peter Hubbard

                                                                                                            Peter Hubbard is a principal ITSM consultant for Pink Elephant with more than 17 years of experience in ITSM. He has been involved in assisting organisations from national government to small scale businesses understand their IT service management needs. Share This:

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                                                                                                            • Dave Jones

                                                                                                              Dave Jones

                                                                                                              Dave is a member of the Pink Elephant delivery team with a long history both with Pink and IT service management. He has extensive experience of service management disciplines and has delivered complex client projects across the EMEA and the Middle East. Share This:

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                                                                                                              • Paul Wilkinson

                                                                                                                Paul has been actively involved in ITSM for more than 20 years. He was co-author of the ITIL publication “Planning to Implement IT Service Management” and was a member of the ITIL advisory group for ITIL V3. Paul is also co-director and owner of GamingWorks, the company that developed the ‘Apollo 13 – an ITSM […]

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                                                                                                                • Roberto Casetta

                                                                                                                  Roberto Casetta is responsible for HEAT Software’s sales operations across Europe, the Middle East, Africa and Asia-Pacific. He has over 20 years of industry experience in building software businesses, both large and SMB, through channel sales and direct sales organizations. Prior to joining HEAT Software, Roberto held a number of senior sales and management positions […]

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                                                                                                                  • David Wheable

                                                                                                                    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 specializes in helping clients create effective and efficient strategies for their IT Service Management challenges including integrating […]

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                                                                                                                    • Daniel Vasquez

                                                                                                                      Daniel Vazquez is part of Spotify’s internal IT team based in Stockholm, after moving to Sweden from Spain in June 2014. He helps employees with tricky technical support problems and drives forward new ideas and initiatives to keep the company moving at speed during phenomenal growth. Share This:

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                                                                                                                      • Suresh GP

                                                                                                                        Suresh GP

                                                                                                                        Suresh GP is the managing director of TaUB Solutions and also the Regional Leader for Business Relationship Management Institute (BRMI). He has more than 14 years’ experience in the field of ITSM, IT governance, programme management and ISO Standards. He is an international speaker, blogger and has spoken at itSMF Singapore, itSMF UK, SITS and […]

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                                                                                                                        • Michelle Scott

                                                                                                                          Michelle’s first 15 years in business were in private sector customer facing roles, from IT purchaser to account manager. With subsequent public sector roles and experience in project management, Michelle moved to an operational role three years ago. In her current role as customer support services manager, she is focused on embedding best practice efficiencies, […]

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                                                                                                                          • Sven Strassburg

                                                                                                                            Sven is a service management architect with seven years’ experience as a pre-sales manager for the UK and then EMEA at Remedy, Peregrine and BMC. For the past three years Sven has been part of the European integrated service management team for IBM’s automation solutions, specialising in service desk, event management, endpoint management and cloud. […]

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