Our Contributors

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Adam HoltbyAdam Holtby

Adam Holtby is responsible for researching and developing Ovum’s research on IT service management and enterprise mobility.
Adam is involved in the planning, coordination, and development of various ITSM and enterprise mobility research deliverables, including: enterprise case studies, detailed technology audits and assessments, and insight papers developed to help practitioners in refining and developing their IT and digital transformation strategies.
Adam recognizes that people are ultimately the drivers of successful IT operation and transformation efforts. Throughout his professional career, understanding and applying practices that can help better enable people has been a cons...

Aleks YeninAleks Yenin

Aleks Yenin is an IT Management consultant. With over 15 years of experience in IT field and 100+ (really, hundreds 🙂 ) successfully completed IT projects. As he works with different companies all over the world, Aleks loves to see how IT helps businesses to be more efficient, reliable, productive and stay on the top of success. Aleks has an extensive experience in Atlassian ecosystem as tools set for processes automatization. Being an ITSM and ITIL expert and enthusiast, Aleks focuses on business demands, helping to achieve great results. You can say hello to Aleks on LinkedIn

Anthony OrrAnthony Orr

Anthony Orr has more than thirty years of experience working in various IT strategy, managerial, consulting, executive advisory, marketing, and technical positions. He is the ITSM best practice director at Samanage. Anthony is author of the ITIL v3 2011 publications and the ITIL MALC exam book, as well as a Sr. Examiner for the ITIL v2, v3 and Cyber-Resilience certification examinations. He has published numerous podcasts, videos, booklets, white papers and articles, including a white paper, Synergies between ITIL and DevOps, with AXELOS. Anthony has traveled to over 50 countries and lectured at universities around the world.

Carlos CasanovaCarlos Casanova

Carlos Casanova is an internationally known speaker, IT architect, leadership advisor and the co-author of “The CMDB Imperative”. He has over two decades of hands on experience guiding CIOs and Sr. Leadership to achieve effective IT operations and improve ROI from infrastructure investments. His expansive experience enables him to quickly assess their true needs and achieve better business outcomes. He takes the complexity out of today's cluttered IT and business environments to simplify their goals in order to accelerate achievement and success.

Charles BetzCharles Betz

Charlie Betz has 20 years of IT practitioner experience, including 6 years at Wells Fargo as Senior Enterprise Architect/VP for IT Portfolio and Systems Management. His current research applies Lean thinking to the IT management problems of the largest enterprises. He is author of the recent 2nd edition of Architecture and Patterns for IT.

Claire AgutterClaire Agutter

Claire Agutter is the lead tutor of ITSM Zone ,an organisation that specialises in best practice e-learning. Courses include ITIL, PRINCE2, BRM Professional, Certified Agile Service Manager and the DevOps Foundation.

Daniel BrestonDaniel Breston

Daniel has been described as an IT Improvement Detective because he searches for the reasons why things are not working and then finds ways to make IT services and operations better, easier and more effective. This typically leads to real cost savings, but not by cutting staff.
His desire to understand everything he can about the organisations he works with, by asking the right questions, led to the company name – Qriosity – being deeply curious is what differentiates Daniel and Qriosity from other ITSM consultancy firms.

Dave O'ReardonDave O'Reardon

Dave helps internal shared service providers adopt Net Promoter® principles and use customer feedback to provide better service, enhance their reputation and improve the performance of individuals and teams.
He's the founder and CEO of Silversix, the company behind www.cio-pulse.com, an award-winning internal customer experience management tool.
He can be reached at @silversix_dave and linkedin.com/in/daveoreardon

Dave van HerpenDave van Herpen

Dave van Herpen is a management consultant, advocating agilty in IT application and service management, with a track record in service and process improvements and organizational change. His drive is to help organizations complete the service lifecycle to truly deliver on the agile promise. Dave has been involved in several ITSM communities, such as itSMF, ASL/BiSL Foundation, Ngi-NGN, also in organizing ITSM-related events for these communities. Dave is guest lecturer at several universities, and a well regarded writer and speaker.

Doug TedderDoug Tedder

Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT Governance consultancy based in Fishers, Indiana. Doug is a strategic, innovative, and solutions-driven service management professional with over twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM, focusing on value delivery and organizational transformation.

Doug holds the ITIL® Expert, ITIL® Service Manager, ISO/IEC 20000 Consultant Manager, and other industry certifications. He is peer-recognized as a Fellow in Service Management (FSM TM). Doug is also a certified ITIL® Foundation and...

Greg OxtonGreg Oxton

Greg Oxton is the CEO of the Consortium for Service Innovation.
In his 16 years at IBM, Greg held management positions in customer-service operations, planning and support strategy development. Greg managed a major worldwide support reengineering effort at Tandem Computers and then became the Director of Global Support Planning for Tandem. Prior to joining the Consortium he held the position of Sr. Director of Business Development at N.E.T. Greg’s specialty is customer service strategy and organizational development. As a member of the Consortium while at Tandem and N.E.T., Greg participated in the Strategic Issues Working Group which defined the Multi-vendor Support Strategy...

Harry RepoHarry Repo

Harry is an project, business and service management consultant that has been working in the IT industry since 1997, currently working for CBO2 Consulting.
In his work within ITSM, Project and Governance, Harry always takes the customer's current and specific position with business models to establish and develop improved processes, business value and organizations.
He has experience in Business Consulting, Architecture within IT Service Management (ITSM), Management, Software Asset Management (SAM), Financial Management and Governance with extensive background in Project Management, Contract and Bid management, often being a mentor to the steering groups, IT managers and top manage...


In 23 years working for the UK government, Ivor Macfarlane moved from forestry to ITSM via prison, stores and training. He has worked as a Service Management trainer, consultant and writer since going freelance in 1999 and then after a 7 year spell with IBM he is now independent again working through MacfPartners to deliver training and consultancy to customers.

He was an author for ITIL (versions 1,2 & 3), ISO20000 and ITSM library and an ITIL examiner since 1991. He is well known at ITSM events having presented at many around the world (39 countries so far) and is an active contributor to social media.

James GanderJames Gander

James is an ITIL accredited Service Management and IT Operations Management consultant with over 20 years in IT and over 10 years experience managing, mentoring and leading IT support teams in the UK,
India and New Zealand, across Outsource, Utilities, Media & Broadcast, Public Health and Tertiary Education environments.
Recent opportunities have allowed James to use his experience to assist organisations improve processes Service Desks and IT support teams, enabling continuous improvement whilst also delivering a stable operational environment.
James is also an accomplished people manager, varying from small local teams to large multi-national teams and is experienced in strat...

John ClarkJohn Clark

John Clark is an IT Service Management Architect for Microsoft Enterprise Services in the United States. John is a strong advocate and advisor for helping Microsoft customers evolve from legacy ITSM operating models, to applying “Modern Service Management” approaches and principles which have evolved service management lessons learned internally and externally by Microsoft and its customers.

John has sold, participated in, lead and completed a number of large, enterprise-wide IT Service Management transformation projects throughout his career of 25 years, as well as many more, smaller, incremental improvement projects aimed at increasing quality, providing business insights, an...


Karen Ferris is an internationally acclaimed speaker with a reputation for providing both strategic and practical advice and insights for organisations in their implementation and maintenance of efficient and effective service management and organisational change. Karen has the ability to share her experience and knowledge with every audience and individual within that audience, so everyone is empowered with the ability to make a difference within their organisation.

Karen has been delivering presentations since 1999 and has been acclaimed as ‘inspiring’, ‘thought provoking’, ‘insightful’, and ‘providing practical and useable guidance’.

She has worked as a ser...

Kirstie MagowanKirstie Magowan

Kirstie Magowan is the managing editor of IT Chronicles. Kirstie is an experienced journalist and publisher who has been working in the IT Service Management industry since 1999. Kirstie is a regular speaker at industry conferences globally.

Malcolm FryMalcolm Fry

Malcolm Fry has more than 40 years of industry experience. This brings an unparalleled breadth of knowledge on IT business and technical issues and has made him a regular keynote speaker all over the world.
Malcolm has authored many publications on IT service and support. Some of my publications include A Step-by-Step Guide to Building a CMDB, How to Build a Service Management Department, and ITIL Lite a Road Map to Partial or Full ITIL Implementation.
Malcolm is also a member of the v3 Advisory Group and a mentor for the Service Operations book. In 2009 I was awarded the prestigious Ron Muns Lifetime Achievement Award for IT service and support and in 2014 the IT Industry Legend Award.

Marcel ShawMarcel Shaw

Marcel Shaw is a technology blogger focusing on ITSM, ITAM, and Endpoint Management at marcelshaw.com. Marcel has worked as technical consultant for more than 25 years for industry leading IT companies with a focus on United States government agencies. Marcel's experience also includes working as a legal expert witness for IT management. Marcel writes about industry technology trends and best practices. He incorporates his views and his many years of experience to provide unique technology advice for people that manage and support IT solutions.

Marcus JensenMarcus Jensen

Marcus Jensen is a writer from Australia and the Editor-in-Chief of Technivorz.com blog. Besides working on Technivorz, his work has been featured on several prominent tech and business editorials.

Mark SmalleyMark Smalley

Mark Smalley, also known as The IT Paradigmologist, thinks, writes and speaks extensively about IT 'paradigms' – in other words our changing perspectives on IT. His current interests are the digital enterprise, IT operating models, value of IT, business-IT relationships, co-creation of value, multidisciplinary collaboration, working with complexity, and as the overarching theme, management of information systems in general. Mark is an IT Management Consultant at Smalley.IT and Ambassador at the ASL BiSL Foundation. Mark has spoken at 100+ events in 20+ countries.

Mark Smalley & Simone Jo MooreMark Smalley & Simone Jo Moore

Mark Smalley is an IT Management Consultant at Smalley.IT and is specialized in application management and business information management. He is affiliated with the non-profit ASL BiSL Foundation, APMG International, <a

Mark WoeppelMark Woeppel

Mark Woeppel is founder and president of Pinnacle Strategies, an international management consulting firm working to improve productivity in project management and processes. He frequently writes on the subject of execution performance, having written three books —Manufacturer’s Guide to Implementing the Theory of Constraints and Projects in Less Time: A Synopsis of Critical Chain and most recently, Visual Project Management; Simplifying Project Execution to Deliver on Time and On Budget. He has also penned numerous white papers and eBooks on project execution and has taught or lectured at several universities, including Northwestern Kellogg School, California Institut...

Matt HooperMatt Hooper

Matt Hooper is the ITSM Product Evangelist at LANDESK. He is an industry advocate for Service Management strategies and best practices around Enterprise Service Management. For over 20 years Matt has instituted methodologies for business intelligence and optimization. Leveraging technology to drive business outcomes, he has built an industry reputation for his highly effective approach to creating value through Service Management. Matt is active on Social Media known as @VigilantGuy, and co-hosts the weekly podcast: Hacking Business Technology. HackBizTech.com

Michael KeelingMichael Keeling

Michael has been providing consulting and guidance in IT Operations, ITSM and SIAM to enterprise level organizations in many industries for more than 20 years, and has extensive background in data center and service desk operations, technical writing, mentoring, cause analysis and workflow improvement. He is known for bringing the view of a detective to these efforts, perspective he credits to education in crime scene investigation and over 10 years designing processes and performing risk management in the private security sector prior to his career in IT. A confirmed realist that believes no project can be truly successful unless all involved parties are grounded in reality, Mic...

Michelle Major-GoldsmithMichelle Major-Goldsmith

Michelle Major-Goldsmith is currently Manager of Service Management Capability at Kinetic IT in Perth, Western Australia. Michelle has been in the industry for over twenty-five years; formerly Director of Training at UK service management company Sysop and Head of Desktop and Mobile Computing at RAC Motoring Services. More latterly Michelle has been engaged as an ITIL trainer and service management consultant working with a range of clients globally. She was awarded IT Service Management Trainer of the Year in the UK in 2010 and honoured by the British Computer Society in 2011 as IT Support Professional of the Year. She is extensively published within the Service Management Industry.

Nancy Van Elsacker LouisnordNancy Van Elsacker Louisnord

Nancy Van Elsacker is the president of TOPdesk US, currently responsible for leading the division’s business development, client acquisition and customer services efforts. Prior to launching TOPdesk’s North American division in 2015, she led the organization’s expansion efforts in Belgium for eight years and was responsible for the startup and expansion of TOPdesk’s operations there. TOPdesk develops, markets, implements and supports standard user-friendly service management software for IT, facilities management, HR, maintenance, complaints registration and the service desk for all sized organizations.

Paul GleesonPaul Gleeson

Paul Gleeson is the VP and Global Head of Service Management and Service Integration and Management (SIAM) at Unisys. He leads the global organization focused on consulting, platforms and management services helping clients transform their organizations to better compete in the new digital world. Paul’s expertise encompasses several key areas of today’s digital transformation, from core service management practice areas to using innovation to unlock value within an organization to the new areas of service governance and compliance driven by SIAM.

Paul WilkinsonPaul Wilkinson

Paul has been actively involved in ITSM for more than 30 years in the roles of managing consultant, Service development manager and as ITIL developer. Paul was co-author of the ITIL publication “Planning to Implement IT Service Management” and was a member of the ITIL advisory group for ITIL Version 3. Paul is also co-director and owner of GamingWorks, the company that developed the internationally renowned ‘Apollo 13 – an ITSM case experience’ ITSM simulation game as well as Project management, Business & IT-Alignment and DevOps business simulations. He was also co-and developer of the ‘ABC of ICT’ (The Attitude, Behavior and Culture of ICT) publications, having condu...

Pete YatesPete Yates

Peter Yates is head of operations, IT and platforms at Spark Ventures, focusing on innovation and digital technologies underlined by a strong technology foundation. His previous roles included technology services group manager/CIO at Foster Moore and IS infrastructure manager at Auckland Council.

Peter BrooksPeter Brooks

Peter Brooks is an Author, Consultant and Trainer in Service Governance, based in Cape Town.
He has been an independent consultant for the past fifteen years, and, before that, worked for Hewlett-Packard, mainly in the UK, for twenty years.
He is currently a director of the itSMF SA and has previously been director of the itSMF International.

Phyllis DruckerPhyllis Drucker

Phyllis Drucker is a business process consultant at Linium. ITIL expert certified with over 20 years' experience in the disciplines and frameworks of IT Service Management as both a practitioner and consultant, she has also served the itSMF since 2004 in a variety of capacities including volunteer, board member and operations director of the US Chapter.

She is a frequent contributor of knowledge to the ITSM profession, through numerous presentations, whitepapers and articles. Since 1997, her goal has been to advance the profession of ITSM leaders and practitioners worldwide by providing insight from her experiences on a wide variety of Service Management topics.

Robert FalkowitzRobert Falkowitz

Founder and General Manager of Concentric Circle Consulting, Robert S. Falkowitz has over thirty years experience in information technology and service management. He has provided consulting and training services to a wide variety of organizations, both private and public, commercial and non-profit. He is the author of IT Tools for the Business when the Business is IT and numerous articles. A frequently invited speaker, he is active in the service management movement internationally and is one of the original members of the Taking Service Forward initiative.

Sid SuriSid Suri

Sid Suri is the Vice President of Marketing for JIRA Service Desk. He's working in various technology marketing roles over the last fifteen years at Salesforce.com, Oracle (CRM), InQuira (acquired by Oracle) and TIBCO Software. He has an MBA from the Haas School of Business and a bachelors in Economics and Italian from Middlebury College. He lives in San Francisco, California

Simon Dorst & Michelle Major-GoldsmithSimon Dorst & Michelle Major-Goldsmith

Simon Dorst is Kinetic IT’s Manager for Education & Learning. ITIL trained in 1992, he has spent most of his career educating and advising people and organisations in the Netherlands, Singapore and Australia of its benefits and application. To him, ITIL is nothing more (or less) than common sense, written down, and as such, it is undeniable, but also easily combined with other frameworks such as COBIT, MOF, DEV OPS, AGILE, PRINCE2, OBASHI or in this case SIAM. Simon is the State Branch Chair for and frequent contributor to the itSMF Australia. His pseudonym of the ITIL Zealot is a well-known and respected voice in the global service management community.Michelle Major-Goldsmith is...

Simone MooreSimone Moore

Simone Jo Moore is a freelance Service Management Professional living in France. Enjoying the repartee that leads to evolution and revolution to jumpstart people’s thinking, behaviour and actions at any level, Simone’s focus is on People Connected, Knowledge Shared, Possibilities Discovered and Potential Realised. With an approach that engages you in a depth of knowledge, collaboration and sense of humour that is thought provoking, interesting and relevant, Simone probes the hearts and minds of what makes business and IT tick. Consulting, training, presenting and writing on various frameworks and methods like ITIL, DevOps, KCS, SFIA and others, Simone is affiliated ...

Stephen MannStephen Mann

Stephen Mann is a well known name in the IT Service Management Industry. During his 24-year career, his roles have included IT consultancy, IT service management (ITSM), IT asset management (ITAM), innovation and creativity facilitation, IT research and analysis, project management, finance consultancy, internal audit, IT software product marketing, and now ghost writing content.

Steve MorganSteve Morgan

Steve Morgan is Director of Syniad IT, a consulting organisation specialising in ITSM and SIAM programmes, focussing on design, build, implementation and optimisation of highly effective IT operating models.
He is also chair of the UK itSMF SIAM Special Interest group, a role he has undertaken since the summer of 2015.
Steve has extensive experience of ITSM and SIAM, from his 15 years spent in retail banking as a practitioner, and his 15 years of consulting, both in niche organisations and at KPMG, where Steve lead the ITSM consulting capability.
Steve has worked across industry sectors, bringing his experience and pragmatic approach to variety of IT programmes.

Tim BoudreauTim Boudreau

Tim Boudreau has over 30 years in the software industry holding a variety of sales, sales management, business strategy and Strategic Alliance roles across companies such as CA Inc, Compuware, IBM Tivoli, InstallShield and now Flexera. For the past eight years Tim has focused his efforts on building out Flexera’s Global Strategic Alliance organization which includes technology and joint sales programs with BMC, ServiceNow, IBM, VMware and Microsoft. He has also led Flexera’s efforts to build out a strong ecosystem of partners and affiliations in the Software License Management space to help customers achieve maximum results with their License Management programs. Those partners...

William GoddardWilliam Goddard

William Goddard is the founder and Chief Motivator at IT Chronicles. His passion for anything remotely associated with IT and the value it delivers to the business through people and technology is almost like a sickness. He gets it! And wants the world to understand the value of being a technology focused business in a technological world.

Wolter SmitWolter 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.


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