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

Andrew SchydlowskyAndrew Schydlowsky

Andrew Schydlowsky is founder and CEO of the Internet brand protection platform TrackStreet, which monitors the web for brands and manufacturers to ensure their MAP and other policies are being adhered to, and automatically responds to violations. A serial entrepreneur, Andrew is also founder of Sticky, the leading online tool for adding customer-driven conversations to video and web pages, and he founded and ran the health and wellness e-tailer Performance Unlimited. The Pacific Business Times has recognized Andrew with a 40 Under 40 Award.

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.

Anthony YoungAnthony Young

Anthony Young spent over ten years working within security and risk as a consultant before joining Bridewell Consulting in 2013. Anthony's passion is to provide Security and Risk support services across the UK either through supporting internal teams or offering advisory services.

Blake DaviesBlake Davies

Blake Davies is an IT writer and support professional who has contributed to a number of online media outlets. He is mostly focused on latest trends and solutions in data analysis and processing applicable to startups and SMBs.

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.

Cheryl ChandolaCheryl Chandola

Cheryl Chandola is the Director, Editing and Testing, ReadPlease.com
Cheryl conducts hands-on reviews and extensive testing of products as well as manages the editorial and testing teams at ReadPlease.com. In her spare time, she runs an ecommerce store and loves spending time with her daughter and dog, Blue.

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.

Dan McCarthyDan McCarthy

Dan McCarthy helps IT leaders assess and improve their organizations and processes. He writes at  Verax about improving working life, processes, and efficiency, with some left-field perspectives from his Anthropology background. Currently working on the launch of Zeno assessment software. Dan has also been sighted lurking near pianos and guitars, as if to play them.

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.

Dominic WellingtonDominic Wellington

Dominic Wellington is Director of Marketing for Europe at Moogsoft, helping companies move adopt AIOps to streamline their IT Operations and become more agile and responsive to ever-changing demands. He has been involved in IT operations for a number of years, working in fields as diverse as SecOps, cloud computing, and data center automation.

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...

Eric T. TungEric T. Tung

Eric T. Tung is the director of digital communications for GoTo Marketers, a top-rated social media strategist and consultant, and dad. He has worked with some of the leading companies in the world on digital communications and employment branding, and makes a mean smoked brisket. Eric is based in Houston, Texas, and you can find him on most channels as EricTTung.

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...

Guillermo LopezGuillermo Lopez

Guillermo Lopez Moratinos is a Lean & Agile Coach experienced in guiding companies in their Liquid transformation. Guillermo is a regular speaker at conferences globally and an influencing writer in ITIL, Lean, Lean Six Sigma, Agile, Devops, ... Guillermo is certified in ITIL Expert, Lean IT, Lean Six Sigma Black Belt, Prince2, CobIT, ISO 20000,27001,22301 Auditor, CISA, CRISC

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...

IvorMacfarlaneIvorMacfarlane

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...

Joanna SommerJoanna Sommer

Joanna Sommer is the Senior Editor for InformedMag and is passionate about security and tech. She has been working in the home safety and security field for 5 years. Joanna loves to travel and enjoys going to hot yoga and Barre classes. She is dedicated to creating articles that both educate and help people make an informed purchasing decision.

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...

John PrestridgeJohn Prestridge

John Prestridge is Chief Marketing Officer at EasyVista. An accomplished marketing and product strategist focused on customer needs, he helps drive product innovation and market development within the IT service management software industry to support the digital transformation of enterprise companies. He is a firm believer that ITSM 2.0 is the critical path for companies transitioning to the Digital Workplace. John brings broad expertise in the technologies shaping the future workplace, including service management, cloud computing, application virtualization, mobility, intelligent automation, and compliance. John has held sales and marketing leadership roles at SunView Software, Ci...

Jonathan MunnJonathan Munn

Jonathan Munn 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 and cofounding Conference in a Box and Keen – a one-to-many training platform. Throughout his career, Jonathan has been at the coal face of customer service and a builder better customer experiences.

Justin BurniskeJustin Burniske

Justin Burniske serves as the Director, Enterprise Solutions at fusionSpan While at fusionSpan, he has lead ​and​ supported CRM analysis, selection, implementation ​and​ operation ​for over 20 clients. Prior to joining fusionSpan, Justin implemented and oversaw an CRM for an education nonprofit. Justin graduated from University of Maryland’s MBA program, and combined with his life-long interest in technology​, he​ enjoys bridging the gap between people and technology. Also, he wants you to know he loves his family. Feel free to engage with him on Twitter

Jyoti BharwaniJyoti Bharwani

Jyoti Bharwani is a Content Manager at Space-O Technologies that is specialized blockchain app development company. She has a keen interest in writing about mobile apps development. In fact, she has also started writing about Augmented Reality and Blockchain Technology. In free time, she prefers reading non-fiction books and gyming

KarenFerrisKarenFerris

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.

Lilac SchoenbeckLilac Schoenbeck

Lilac has 20 years of experience with product marketing, strategy, and business development in the data protection, cloud and virtualization. She leads product marketing for Carbonite, and, in prior roles, led marketing for iland, a DRaaS provider; cloud and automation marketing at BMC Software; and a variety of other technology marketing and consulting roles. Lilac holds an MBA from MIT Sloan School of Management and a Computer Science degree from Pacific Lutheran University.

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.

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 & Malini JayaganeshMark Smalley & Malini Jayaganesh

Malini Jayaganesh is a Business Relationship Manager (BRM) who draws upon her varied professional experience (as business analyst, academic, writer, speaker and story-teller) to foster collaboration in complex organisations. Her multidisciplinary approach incorporates Lean, Agile and Design Thinking. Her contribution has been recognised with a Highly Commended Award for Service Excellence by the Department of Health & Human Services in Victoria, Australia. She is also affiliated with BRMI, as a member of their Global Council. Connect with Malini on LinkedIn & Twitter @MaliniJay9
Mark Smalley is an IT Management Consultant at Smalley.IT and is specialized in application management...

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 ThieleMark Thiele

Mark Thiele’s successful career in IT spans 25 years and has focused on both operating roles and on driving cloud adoption across enterprises of all sizes. Mark has deep industry experience and extensive knowledge of the requirements of policy-driven cloud computing and drives cross-functional strategic initiatives as Chief Strategy Officer for Apcera.

Prior to joining Apcera, Mark was the executive vice president of ecosystem development at Switch SUPERNAP, builders of the world’s highest-rated data centers. He is also the president and founder of Data Center Pulse, an organization created to promote best practices in the data center industry. Mark has held executive roles at...

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.

Noam ShendarNoam Shendar

Noam Shendar, COO of Zadara Storage, has more than 20 years of experience in storage and chip-level engineering, product development and business planning, and holds a patent on a digital television technology. He was formerly senior director of business planning and product management at LSI, leading a new product group in the Engenio storage unit (now a part of NetApp). Before that he was director of corporate strategy for LSI, a strategy director for MIPS Technologies, and VP of applications engineering for iBlast, an entertainment technology startup. Earlier he held research and engineering positions at Intel Corporation’s Microprocessor Products Group.)

Olivia Glenn-HanOlivia Glenn-Han

Olivia is the Community Marketing and DevOps Advocate at Inedo. She focuses on helping Inedo’s users embrace Agile and DevOps methodologies, and is passionate about finding the right solutions for individual and team issues. She is a frequent contributor to the Inedo blog, and often lends a hand on support chats. Olivia has been a communications professional for 8 years, and is a proud graduate of The Ohio State University. In her free time she hits the mountain bike trails nearby in the Cleveland Metroparks, and when she’s not tearing it up in the mud, she’s always on the hunt for Cleveland’s latest addition to their growing food scene. Go Bucks!

Owen McCallOwen McCall

It seems that everyone these days believes in the power of technology to transform. Believing in the power of IT to transform is one thing, actually making it happen however, is an entirely different matter. The road to fulfilling IT’s potential to transform our organisations is more often a road to failure than it is a road to success. Just look at the statistics. Most pundits agree that 70+% of IT enabled change programmes fail.
As a lover of technology and a believer in technology’s potential to transform, Owen McCall finds statistics like this very frustrating. As a result he now dedicates his time to supporting organisations to implement better ways to deliver change an...

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.

Philipp WeiserPhilipp Weiser

Philipp Weiser is the Founder and Director of Engineering at AnyDesk the fastest remote desktop software on the market.

Philipp is a Graduate in Physics from the University of Stuttgart (2007), and the winner of several international programming competitions and expert in software development and computer applications. He has previously worked in the programming department at TeamViewer. AnyDesk is the fastest remote desktop application for private users and companies on the market. Created in Stuttgart (Germany) by ex-employees of TeamViewer, AnyDesk allows direct access from anywhere to all kinds of data, images, videos and applications on a computer. These can be shared by tw...

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.

Robert YoungRobert Young

Robert Young is the Senior Director of Product Marketing at Neva.AI, a company focused on automating IT service and support using AI and NLP. Robert has two decades of experience in ITSM, including 5 years at IDC as Research Director for ITSM and Client Virtualization Software. He also previously held IT operations and knowledge management positions at several large enterprises and while on active duty with the U.S. Air Force. Robert continually looks at how cloud, mobile, and AI technologies are changing not only how users interact with devices, but also how IT organizations interact with their customers.

Sameer BhatiaSameer Bhatia

Sameer Bhatia is founder & CEO of ProProfs, a leading provider of online learning tools for building, testing, and applying knowledge. ProProfs Knowledge Base Software is used to create highly-searchable online FAQ’s to improve customer service and reduce tickets. It helps centralize access to organizational files, documents and how-to articles ensuring they can be accessed across multiple devices and platforms.
Sameer founded ProProfs based on the vision that knowledge should be freely available to people from all walks of life. The site hosts 1,000,000+ pieces of content in 90+ languages, and is a leading platform for online training and assessment with the world’s largest lib...

Sandeep SrivastavaSandeep Srivastava

Sandeep Srivastava, Digital Marketing Head at ResultFirst, is a data-driven digital marketer with over 8 years of successful online marketing experience. He enjoys sharing his knowledge in the field Technology, Gadgets, and Digital Marketing. Off duty, he enjoys spending time with his family and indulging in cricket matches.

Sergey DureikoSergey Dureiko

Sergey Dureiko is an ITSM Consultant and Senior Software Developer at ScienceSoft, a software development and consulting company headquartered in McKinney, Texas. With 8+ years of experience, Sergei focuses on ITIL concepts and ITSM tools (ServiceNow and BMC Remedy platforms), with the last 5 years spent on ITSM tools integration practices. He holds a range of internationally-recognized certifications, including ITIL v3 Foundation, Certified ServiceNow System Administrator, and BMC Remedy AR System Skilled Professional Certificate.

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 ...

Stefan BrahmerStefan Brahmer

Stefan Brahmer is a Partner in Sim4people ApS – a Danish startup that focuses on innovative skill development through simplified, hands-on training with a digital simulation featuring Lego® Mindstorms® robots – and nothing less than an ambition to change the way people learn how to troubleshoot in a systematic way.
Over 12 years experience as a consultant and solution architect for the world’s leading problem solving methodology provider – Kepner-Tregoe – have allowed Stefan to gain first-hand experience on what is required to build a high performance support organization and uncover the barriers to success.
Being a passionate expert in the field of (Major) incident-...

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.

Stephen WattsStephen Watts

Stephen Watts is an IT marketing professional based in Birmingham, AL. Stephen works at BMC Software and focuses on creating best-in-class web 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.

Thomas AtkinsonThomas Atkinson

Thomas Atkinson is a part of a young passionate team that loves everything related to technology. He believes Samsung Galaxy S9 is going to be Samsung’s next prodigy phone and wants to keep other technology enthusiasts updated with all the information, rumors and specifications. In his spare time, Thomas loves to research new technology and go for runs. For more information you can visit our website Please Note: we are not affiliated with Samsung and every piece of information on our website is just rumors, nothing official.

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...

Tom LeydenTom Leyden

Tom Leyden is vice president of corporate marketing at Excelero, a disruptor in software-defined block storage inspired by the tech giants’ shared-nothing architectures for web-scale applications. He has over 20 years of expertise in developing and marketing next-generation enterprise storage technologies.

Tracy RaganTracy Ragan

Tracy Ragan is COO and Co-Founder of OpenMake Software. Tracy has extensive experience in the development and implementation of business applications. It was during her consulting experiences that Tracy recognized the lack of build and release management procedures for the distributed platform that had long been considered standard on the mainframe and UNIX. In the four years leading to the creation of OpenMake Software she worked with development teams in implementing a team-centric standardized build to release process.

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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