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State Branch Chairs
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State Committees

itSMFA operates Australia wide and is responsible for producing 28 Seminars throughout the year in all major cities.  The vital work of the State Committees includes hosting seminars, selecting topics, recruiting speakers, organising venues, liaising with sponsors, managing registrations, and liaising with the National Office.  State Chairs convene the State Committees, supervise special interest groups and assist the Board in the general management of the Forum. 


The current elected State Branch Chairs are:


Lana Yakimoff- NSW

Lana is an experienced consultant with over 20 year’s real world experience in both government and corporate sectors.  Having worked in various industries, Lana is experienced across Service Management, Governance, People and Organisational Change. Lanas fundamentals were based on 10 years of various Operational roles and now helping others and Consulting. 







Peter Tonkin- VIC

Peter is GM Infrastructure Services at CenITex, the Victorian Government Information and Communications Technology (ICT) shared services agency. CenITex provides Infrastructure and desktop services for 35,000 users across 600 sites to 11 departments and agencies. Peter has over 25 years ICT experience across private and public sectors in a variety of senior consulting and management roles.

Peter is a qualified ITIL Expert with achievements that include leading organisational change for a large Victorian department’s operations group, resulting in an independent CMMI assessment rating of 3+ for all operations processes in 15 months.  The department received a Global Innovation Award from Computer Associates for the Service Management program.



Peter Marshall- QLD

Peter has over 25 years ICT Industry experience in both the private and public sectors. He has held various technical, managerial and leadership roles, including Database Systems Programmer, Business Analyst, Service Quality & Strategies Manager , General Manager - Service Operations and Director - Data Centre and Infrastructure Services.  In his current role as the Manager - Enterprise Systems Services  at the Queensland University of Technology,  Peter has overall responsibility for management and delivery of QUT's Data Centre Operations, Computer Server, Storage and Data Protection Infrastructure Services.   Throughout his career Peter has championed and mentored good practice process alignment and the delivery of value to customers through integrated, repeatable and sustainable IT Service Management disciplines.   

Peter joined itSMF to contribute to the development of both the National and local QLD IT Service Management communities. He was looking for a professionally supportive and, at the same time, personally enjoyable and practically applicable experience - and found it!

Peter says he has been able to apply many innovative ideas, tips and techniques in his work, and continues to be motivated by the passion and commitment of itSMF members to the delviery of real business value through IT Service Management and continual service improvement.



Carolyn Keegan- ACT

As an ICT Manager within government and a consultant to government, Carolyn has been fortunate to experience ITSM implementations from both the Customer and Supplier side. She has experienced peaks of dynamic and focussed, and troughs of lacklustre and confused, ITSM implementations and transitions. She applies this rollercoaster of experience to her current contract role as an ITSM Scrum Master and Case Manager for the Defence ITSM Transformation Project, which is driving best-practice and agile ITSM in one of Australia’s largest employers. 

As the current itSMF ACT Chairperson, Carolyn is in her 10th year as a long standing committee member of the itSMF ACT Committee Branch. She has 20 years’ experience within ICT, with many varied and unique career experiences borne from following her husband’s military career prior to settling in Canberra 12 years ago.

On a personal note Carolyn has a degree in Business Management and is happily married with two teenage children. The role of ACT Chairperson allows her to combine her dual passions of ITSM and being a proud Canberran. 


Simon Dorst- WA. Simon has over 20 years international experience in IT Service Management using the PRINCE2, COBIT and ITIL methodologies. He is experienced in the development and delivery of various Service and Project Management consulting and training assignments.

He has been active in the itSMF community at both State and National level, by organising events, presenting at conferences and providing white papers and articles (some through his alter-ego of the ITIL Zealot).

His primary motivation is to spread the Service Management message and to make people understand the practical application of it.


Gavin Hedrick- SA

Gavin Hedrick had dedicated the last 8 years of his working life to improving the practice and use of ICT Change Management in Australia. He is proud of having successfully led three organisations on the journey from change control to change management.

His career as an IT Service Management professional began at the University of Adelaide whilst working as a Level 3 member of the Service Desk. He was sent on an ITIL V2 Foundation course in 2004 and came back so enthused he started a Change Advisory Board within two weeks. Over the next six months, the University moved from Level 0 to Level 4 Change Management and a new position of Change Manager was created.

After two and a half years as the Change Manager at the University, Gavin moved to SA Water where his key achievements include introducing a monthly Strategic CAB and a two year Forward Schedule of Change. Gavin obtained his V2 Release and Control Practioner's Certificate in IT Service Management in 2008.

In 2010 Gavin moved to the Department of Health (now Department of Health and Aging). Since joining the Department, he has completed his V2 ITIL Service Manager Certificate in 2010 and his V3 ITIL Expert Certificate in 2011.

Gavin has presented at the 2009 and 2011 itSMF National Conferences, and is a regular speaker at the South Australia itSMF Seminars. He is very happily married to Nicole and is the proud father of two girls.


Nicola Cox- TAS

Nicola Joined the Tasmanian branch Committee of the itSMF in 2015 and was appointed to the position of Chair in July 2016.

Currently Nicola holds the position of Co-Founder and Director of Virtual Information Technology Pty Ltd.

Virtual IT is a Tasmanian IT service provider and Canon Business Agent, who strongly believe in “putting the customer back in IT customer Service”

Nicola has a degree in journalism and is currently undertaking the foundations of governance course with the AICD.

Nicola has extensive knowledge in the field of IT, gained through twenty years of experience in various roles.

Aside from her role as a volunteer Chair with the itSMF Nicola is also a director for CTST, is an accredited Mentor with the White Lion Program, and  the website administration coordinator for the North Hobart Football Club.

Nicola is passionate about Tasmania and advancing the state as a Centre of excellence for the ICT industry.

In her spare time, Nicola likes to cook, enjoy time with her extended family, join her husband bushwalking, or catch up on trashy TV.


Jay Jukes - NT

As an established professional with over 18 years in the Northern Territory ICT Industry, Jay is accomplished across a range of management and technical delivery roles. Previously working as a Technical Architect Jay turned his career to service management and is currently the NEC Service Director to the Northern Territory Government.

Jay has proven experience in the areas of Service Delivery Management, Operational Management, Service Level Management and Service Improvement as an Outsourced Service Provider.  Jay also has a high level of understanding and experience in Technical Architecture and Design, including service offerings, project guidance and implementation. 

In his personal time, Jay is an avid 4wder and an experienced sports administrator, committing over a decade to varying committee roles within the sport of drag racing, including President for Hidden Valley Drag Strip and serving on the Board of Directors for Australia's national drag racing body, ANDRA.



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