• 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 Bellini

      David Bellini

      Founder & Managing Director

      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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      • 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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        • Malkoc Sualp

          Malkoc Sualp


          Malkoc Sualp was raised and educated in the U.K. after completing a degree in Chemical Engineering and moving on to gain an M.B.A. specializing in Finance his first work tenure was with PepsiCo International in business development and strategic planning. In 1996 he left Pepsi to join Bain and Co, and help establish the Istanbul […]

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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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            • 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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              • 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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                • 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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                  • 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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                    • Michael McLaughlin

                      Michael McLaughlin

                      Senior Client Director

                      Michael McLaughlin is one the Senior Client Directors at Thoughtonomy. He has been involved in the software and automation industry for over 20 years. He will be discussing how to “Bring the virtual workforce to life” with the Thoughtonomy Software as a Service Virtual Workforce platform, that is designed to automate a wide range of […]

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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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                        • 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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                          • 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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                            • Georgina Owens

                              Georgina Owens

                              Head of Servicedesk and Infrastructure Serviceline

                              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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                              • 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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                                • Jason Noble

                                  Jason Noble

                                  Independent Consultant
                                  Digital Transformation & Customer Success

                                  Jason Noble is an experienced commercially driven technology leader, with over 20 year’s experience of delivering complex global technology solutions and services with a focus on digital media, ecommerce, cloud technologies and software-as-a-service (SaaS). He has proven commercial and operational experience gained from delivering and directing innovative change and transformation programmes. He has worked with […]

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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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                                    • Adam Haylock

                                      Adam Haylock

                                      Digital Delivery Manager
                                      Aylesbury Vale District Council

                                      Adam is a Digital 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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                                      • Simon Kent, BRM Institute and Sollertis

                                        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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                                        • 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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                                          • Jonathan Munn

                                            Jonathan Munn


                                            Jonathan is Zendesk’s resident event evangelist for EMEA – spreading the word on the importance of great customer service, whether internal or external, week-in week-out at both IT service management and customer service conferences. Prior to this, Jonathan has been a longtime contributor to the IT service management community, working at the Service Desk Institute […]

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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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                                              • 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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                                                • 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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                                                  • 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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                                                    • Tony Price

                                                      Hewlett Packard Enterprise (HPE)

                                                      Tony has 38 years’ experience of working in the IT industry. He started his career in Mainframe Operations and evolved into an industry thought leader and strategic consultant specialising in ITSM and IT4IT. He was recognised in the 2016 Onalytica report as one of the Top ITSM influencers and he won the UK ITSMF Paul […]

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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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                                                        • David Wright

                                                          David Wright

                                                          Chief Value Officer
                                                          Service Desk Institute

                                                          David is an award-winning leader, auditor and consultant with 20 years of BPO and ITO service experience ranging from line to service management to business strategy. He is committed to creating world-class, customer-centric services through the creation of inspired, diverse and engaged teams. David has a wealth of outsourcing and managed service experience with demonstrable […]

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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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                                                            • Manish Patil

                                                              Manish J. Patil

                                                              Vice President – Technology Strategy & Alliances Infrastructure, Cloud & Security Practice
                                                              NTT Data Services

                                                              Manish Patil is responsible for further building NTT Data Services infrastructure and delivery capabilities through an enhanced set of tools, service management capabilities and workload automation. In addition, Manish also supports Infrastructure, Cloud & Security (ICS) Practice Alliances to propel our market position with our partner strategy, execution and Go-to-Market strategy around joint offerings. Manish’s […]

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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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                                                                • Matthew Burrows

                                                                  Matthew Burrows


                                                                  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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                                                                  • Barclay Rae

                                                                    Barclay Rae

                                                                    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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                                                                    • 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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                                                                      • 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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                                                                        • 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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                                                                          • 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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                                                                            • 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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                                                                              • 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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                                                                                • Lena Stormvinge

                                                                                  KCS Trainer & Knowledge Specialist

                                                                                  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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                                                                                  • 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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                                                                                    • 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 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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                                                                                        • 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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                                                                                          • Cathryn Barnard

                                                                                            Cathryn Barnard

                                                                                            Working the Future

                                                                                            Cathryn has spent her career in communications technology staffing and recruitment. Working with network operators, infrastructure providers and more recently M2M technology providers to both advise on hiring strategies and source key technology talent, Cathryn has gained in-depth insight into how successful businesses grow through recruitment and retention of key people. How people behave and […]

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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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                                                                                              • 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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                                                                                                • 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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                                                                                                  • 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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                                                                                                    • Stephen Mann

                                                                                                      Stephen Mann

                                                                                                      Principal and Content Director

                                                                                                      Stephen is Principal and Content Director at the ITSM-focused industry analyst firm ITSM.tools. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals. Stephen previously held positions in IT research and analysis (at IT industry analyst firms […]

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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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