Speaker Biographies

 

Abreu, Luciana

Luciana Abreu is the International Business Development Manager at BCS (formerly the British Computer Society). She has 30 years of experience in the IT market, working for companies such as Microsoft, Avon Cosmetics, HP, Front Range Solutions and EXIN. Her blend of IT and business development skills, allows her to understand and articulate the broad range of opportunities and consequences facing service management community in the 21^st century.

As well as her commercial involvements in service management, she has considerable experience within the itSMF Community as a director of the itSMF Brazil chapter for 4 years, and internationally as International Publications Executive Sub-Committee (IPESC) - Communication Officer for 2 years.

She has represented BCS (who sponsored in 2009 and 2010) at recent itSMFA conferences and works with partners today in Australia, so ensuring she has good vision on the challenges and opportunities faced by service management in Australia.

 

 Angelico, Pauline

Pauline Angelico has been in the IT industry since 1985 and in IT Service Management since 1989. She has successfully contributed to the development and delivery of IT Service Management services to blue chip organizations within the Asia Pacific Region. Having lived and worked in Asia since 2005, Pauline has recently returned to Australia where she has taken on the role of Managing Director for Plus Green IT. Well known by many IT Professionals in Australia & Asia, Pauline is well regarded in her industry by her peers and is a sought after speaker having delivered presentations and executive briefings not only in Australia and NZ, but also in the UK, Singapore, Hong Kong, Malaysia, Korea, Vietnam, Indonesia, Thailand andMacau. Pauline is an ITIL V3 senior examiner on the APMG international panel and has held positions as a board member of the itSMF Australia Chapter and Director of National Events. Pauline also holds the position of Managing Director of Itilics, and CEO of Marval Asia Pacific, two service management organizations servicing the Asia region. She has trained over 2000 IT Professionals over the last 10 years and is very passionate about making a difference to the sustainable & environmental directions of the IT industry. As an ITSM trainer and consultant, she has a breadth of firsthand experience of the needs of IT Professionals today and into the future. www.plusgreenit.com

 

Boddy, Annamarie

Annamarie Boddy, is the owner of LooseLid Solutions which provides organisations with an alternative method of achieving great results with their IT people and their IT service customers. She is a recent graduate of business management where she was awarded the student prize.

She has worked in the IT industry for 17 years, from Service Desk to Service Management. Her experience is derived from many industries working in the UK and across Australia, and in public and private sectors, large and small. She has developed a passion for the management of IT service provision, and is creative in her approach.

 

Bruce, Miranda

Miranda is an experienced IT and Business services consultant who has worked both in the private and public sector. She is a cross organisational subject matter expert for both project and process improvement and has a wide range of complimenting skill sets inclusive of ITIL practitioner certifications and Organisational Change Management experience.

Miranda has taken processes from their rudimentary stages and assured their growth, development and resourcing across the board. Miranda has a track record of finding innovative, effective and efficient business solutions, and has used her experience to strategically realign and redevelop the internal processes of numerous IT and Business departments.

Busch, Brad

Bradley has built a career as a Service Management professional with a number of IT Service Management roles. He is passionate about both Service Management and Risk Management archiving certifications as both ITIL Expert and Certified Information Systems Auditor (CISA). He is currently working at Macquarie Group as the Operational Risk Manager for the IT Shared Services group where he is applying Risk IT, COBIT based control assessment and a number of Service Improvement initiatives based on ITIL.

Bradley has been involved with the itSMFA since 2002 and has contributed to the organisation as a NSW committee member, Special Interest Group coordinator, NSW State Branch Chairperson and now as a Director of the Board of itSMFA. He is a regular attendee and presenter at Branch seminars and the National Conference. When ITIL v3 was released in 2006, Bradley was one of the industry reviewers of the Service Operations book.

 

Christie, Ian

Ian has over 30 years experience in IT, with 10 years practical experience in IT Service Management.

Ian has worked in both pure process design as well as process design aligned with tool implementations. He uses a solid foundation of practical technical experience, combined with a good understanding of ITIL and Prince2 to deliver successful outcomes for clients.

Ian has designed and implemented Kinetic IT's CSI process across the organisation and its customers. He currently is working as Service Manager for Kinetic IT's Melbourne Water outsource account where he is responsible for all aspects of IT Service Management for the account. This includes process implementation and alignment as well as implementing and managing the CSI process across the account.

 

 Dancy, Chris

 

Chris Dancy is founder of ServiceSphere^TM- A Pink Elephant Company, focused on enabling enterprises to embrace social support and agile management principles.  Chris has over 20 years of experience in IT Service Management. With experiences ranging from service desk manager,  ITSM product management,  best (good-enough)  practices consultant, as well as sales and marketing executive, Chris has a unique view of the enterprise IT space. Captivating audiences with provocative lectures and keynotes around the globe have created a juggernaut following for Chris.  Known as @servicesphere on Twitter, he is a visionary and pioneer (NOT a THOUGHT LEADER) in the use of social media for IT service management.

 

Davies, Michael

Michael has over 30 years experience in ITSM. In 1995, he helped to introduce ITIL into Australia and New Zealand and, since then, has used its guidance to provide consultancy and training to ProActive's clients. This consultancy has included organisational reviews, maturity assessments, service catalogue design, service improvement planning and quality management.

Michael is a regular speaker at the itSMF Australia annual conference and has also presented at itSMF UK and NZ annual conferences. He has been an ISEB examiner for ITSM since 2002 and is the ISEB lead examiner for the Service Offerings and Agreements V3 Intermediate Certificate.

 

 Deay, Shane

With nearly 20 years of IT experience, Shane began his career as an application/database programmer in the financial services industry with progressive shifts towards management consulting roles for various industries including telecomm, healthcare, education, hospitality, and managed services.  His work has been focused on ITSM/BSM consulting since 1999. As President and founder of Avant Corporation, he helps clients build customized service improvement plans tailored to their specific objectives and manages the delivery of related education and consulting services.

  

Doherty, Peter

Peter Doherty has nearly 25 years experience in the IT industry, predominately working in the Service Management arena as well as Enterprise Network and Systems Management.

His day-to-day responsibility for architecting, demonstration and proving of technical requirements for business solutions has given him firm grounding in the practical implementation of Service Management for both large enterprise and smaller businesses.  Whilst being in demand for process definition and technology alignment Peter also plays a major role in organisational change and customer engagement.

Peter is a regular presenter at international itSMF and Service Management conferences around the world from both a plenary and SME perspective. He presented the Keynote at the inaugural itSMF Korea conference in 2005 and won the President's Award for best paper at the 2004 itSMF Australian conference.

Peter holds the V2 Manager's Certificate in IT Service Management (Distinction) and V3 Expert. During the ITIL V3 refresh Peter was a contributing Author to the Service Operations Book.

 

 Doig, Anthony

Anthony has broad range of experience in IT service delivery over the last 20 years in Australia, New Zealand, South East Asia, UK and Canada.  Since 1995, Anthony has delivered IT Service Management consulting in banking, resources, government and utilities across Asia Pacific, including service delivery, process improvement, toolset implementation, marketing and business development.  Over the last three years, Anthony has lead Ajilon Managed Services delivering application support and project services for finance, resource and government clients in WA.   

 

Eastland, Wally

Wally Eastland is a Principal Operations Consultant and the Operations Consulting Lead for Microsoft Services Australia. He is passionate about helping IT organisations transform from a culture of technology delivery to a service delivery culture focused on customers and integrated with business strategies. I his 17 year career in IT Operations and Service Management, he has helped organisations in the United States, Canada and Australia build Service Management and governance frameworks uniquely suited to their business model through leveraging guidance from diverse frameworks such as ITIL, the Microsoft Operations Framework (MOF), and ISO/IEC 20000 and 38500. He is currently working on translating traditional Service Management techniques to support organisations that are leveraging the cloud as part of their service delivery portfolio.

 

Edwards, Paul

Paul is a strategic adviser and ITIL Expert certified consultant with a solid record of enabling cultural change and aligning IT to Business. As a consultant at Dowling Consulting, Paul is responsible for delivering high level strategic ITSM advice to senior stakeholders in clients, which results in implementation of new and improved ITSM processes and models. Prior to joining Dowling, Paul worked in consultancy roles which brought about gradual but lasting change in clients' IT organizations. Paul's extensive education background brings expertise in bringing about incremental cultural change within an IT organization. Paul has delivered talks at conferences on IT governance, and is a member of SAGE-AU.

 

 England, Rob

 

Rob England is an IT commentator and consultant (strategy, governance, ITSM, culture change...), blogger, speaking coach, sales coach, trainer, published author, small business researcher, and nascent internet businessman. He is best known for his controversial website and alter-ego, The IT Skeptic.

 

Erasmus, Angela

Angela has 12 years of international experience in IT Service Management using COBIT, ISO and ITIL methodologies. She has a proven track record within the Operational space as well as ITIL Implementations, Process design, Technology Assessments, Consulting and Management.

Angela has also invested a lot of time in study and research in both the fields of Leadership and Emotional Intelligence which she believes supplements her ITSM experience greatly. She has a passion for ITSM and is exceptionally qualified to advise organisations regarding their Service Management Strategy and benchmarking initiatives.

 

Esposito, Angelo

Mr. Esposito is an IT professional with more than 25 years experience in the public and private sectors. He specializes in the area of corporate and IT Governance, large-scale ITIL implementation, data center infrastructure delivery and support and third-party vendor management support. Mr. Esposito is a former CIO who has successfully led large-scale IT-enabled change, and has implemented Service Management practices for two major financial services organizations.

In addition to holding a MIS degree from the university of Massachusetts, Mr. Esposito is accredited as a CISA, CISM and CGEIT through the IT Governance Insitute. Mr. Esposito is a seasoned presenter with Board level experience.

 

 Favelle, David

David has a diverse background in IT Management consulting and education.  He has worked with a number of Australia's "Tier 1" companies and Government agencies as an advisor on IT Governance and Management.

Having recently taken on Director of Emerging Technology & Innovation with UXC Consulting, David is bringing his ITSM experience to bear on Cloud, Mobility and Social Media.

David is a member of the Global ITL V3 Change Advisory Board and is the only Asia Pacific representative.  David's Governance credentials have recently been recognized by ISACA who have accredited him as a CGEIT (Certified in the Governance of Enterprise IT).

In addition, David is professionally qualified with a Masters Degree in IT Management, a BSc, ITIL Expert 2008, CGEIT 2009, ITIL Masters 1999, Certified ISO20000 Consultant, and most recently the MSP Programme Management Practitioner

David's experience and education give him insight into not only how organisations work but also how to implement real improvements.

 

Ferris, Karen

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. 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 Service Management practitioner, trainer, consultant and manager since 1994 and has assisted organisations across a breadth and range of industries in their service management initiatives.

Awarded the inaugural Service Management Champion accolade by the IT Service Management Forum (itSMF) Australia in 2007, she was also awarded the Presidents Prize for best speaker at the Australian National Conference in 2005.

She holds many accreditations including ITIL Expert (Version 3) and ISO/IEC 20000 Consultant and is a Fellow of the Institute of Service Management (FISM) and a Fellow of priSM (Professional Recognition for IT Service Management). Karen is a Director on the itSMF Australia National Board with the portfolio of publications. She is a member of the itSMF International Editorial Advisory Taskforce (EAT) working on the establishment of an international service management library. She was a member of the ITIL Advisory Group, which oversaw the creation of ITIL Version 3 and the Lead Assessor for the Continual Service Improvement publication.

Karen is the creator of the world-leading eco-ITSM service. The objective of the eco-ITSM service, offered by Macanta Consulting Pty Ltd, www.macanta.com.au is to provide organisations with a measure of the sustainability of Service Management processes, activities and functions. The intent is that sustainability will be built into each process, activity and function across every stage of the service lifecycle from Service Strategy, though Service Design, Service Transition, Service Operation and into Continual Service Improvement. The outcome will be that sustainability practices will be embedded into business as usual across the organisation with everyone who executes Service Management processes contributing to the reduction of the carbon footprint of not only IT but also the business. Please click here for further information www.eco-itsm.com.au

She has been contributing to service management publications since 2000 and recent contributions include Service Management Global Best Practice (2007); Implementing Metrics for IT Service Management (2007); IT Service Management - A Pocket Guide (2007); Continual Service Improvement (2007); Service Operation (2007); Service Agreements - A Management Guide (2006); Frameworks for IT Management (2006); Six Sigma for IT Management (2006), Greening Service Management (2010).

Karen is a Director of Macanta Consulting Pty Ltd, and can be contacted at karen.ferris@macanta.com.au

 Fourie, Matt

Matt Fourie co-founded Thinking Dimensions with Chuck Kepner in 1997. Together they developed the KEPNERandFOURIE^TM thinking methodology. Matt Fourie and Chuck Kepner formed a partnership in the development of breakthrough innovation in critical thinking based on the concept of Convergent and Divergent thinking patterns, recognizing the importance of incident facts combined with intuition in the workplace.

Matt Fourie holds a B.Mil (B.Sc) and his PhD from LCU London, UK.

He brings over 29 years of global and Fortune 1000 experience. He has worked in the United Kingdom, Netherlands, Belgium, France, Germany, Turkey, Spain, Russia, Switzerland, China, Taiwan, Hong Kong, Singapore, Australia, Italy, Brazil, United States and Canada.

The main area of his work experience is in addressing client issues with customized tools and transferring this expertise in-house. In the last 5 years he became a thought leader in IT Incident Investigation situations. He also developed the unique Maxfour^TM Solutions approach for finding IT solutions. He is a noted public speaker, having made presentations in the US, Europe, Asia and Africa. Matt Fourie's high energy, participative style has challenged and inspired leaders on four continents.

 

 Friar, Andrew

Andrew Friar is an IT Manager with a difference.  Growing up in the country, spending his formative years on submarines, and then exploring the corporate world has left Andrew with a clear perspective on how to lead and change IT organisations. Drawing upon this vast experience Andrew will provide you with insights and ideas not normally presented by a traditional IT Manager.

Over his 20+ year career in IT, Andrew has picked up numerous qualifications including a Bachelor of IT, Masters of Management, Masters of e-commerce management, ITIL, Prince2, Prosci certification amongst others.  He often refers to himself as a pragmatic theorist, that is someone who can understand the abstract principles of a given framework or academic thought and make it a pragmatic reality within the workplace. He has demonstrated this time and time again consulting in different industries and teams.

 

 Gacenga, Francis

Francis is currently engaged in research on developing a performance measurement framework for IT Service Management (ITSM). The research is funded by the Australian Research Council with a linkage project involving support from Queensland Health and itSMF Australia. He has developed course materials and lectured in ITSM at USQ in Toowoomba, Sydney and China. He has presented results of the research at academic and industry seminars and published articles on ITSM in academic and industry journals.

Previously he has been engaged as an IT trainer in the Queensland Government's Department of Communities where he delivered IT training and support for staff using a mission critical system. Francis effectively delivered training and support to over 500 staff for about three years.

He has worked internationally in IT and systems development, support, training and management for the last 11 years as a Systems Administrator and Computer Programmer. He has successfully delivered IT service to private and public sector organisations. He is experienced in public speaking and presents in a confident and engaging manner.

Francis is a PhD candidate at USQ, has an MBA, Graduate Diploma in MIS, BA (Hons), ITIL V3 and ISO/IEC 20000 foundation certificates and is a certified professional member of the Australian Computer Society.

 

Geerlings, Rinske

Rinske has been specialising in Business Continuity Planning (BCP), Disaster Recovery (DR) and Business Process Improvement for 15 years. She gained extensive hands-on experience during permanent roles in banking, as well as senior management consulting and training roles across Australasia, Africa and Europe.

Rinske is often sourced as a panel expert or speaker on BCP subjects such as Terrorism, Swine Flu and IT Security risks, and the related implications for Small & Medium Enterprises (SMEs) as well as major businesses. Key topics include ‘Developing practical Business Continuity Plans', ‘How to promote BCP across your organisation' and ‘How to perform successful DR tests/exercises'.

Her company, Business As Usual, assists organisations with BCP Health Checks (pre-audit assessments), executive/board presentations, benchmarking, APRA/BCP compliance, DR rehearsals, BCP training/awareness programs and integrating BCP/DR with IT Service Continuity.

 

Madhu, Goswami

Madhu is an internationally experienced project manager who has worked successfully on managing and delivering business and IT projects in the USA, Australia, India, Indonesia and Vietnam. She currently has the role of National Competency Lead - Program and Project Management at Ajilon where she is tasked with providing the tools, processes, training and support to grow the competency of Ajilon practitioners in the Project Management space. Madhu is an accredited PRINCE2® trainer and provides training and consulting in the implementation of best practices in project management and governance. She additionally holds the MSP (Managing Successful Programmes), PMP (PMBOK) and ITIL Foundations v3.0 certifications. Madhu also has 10 years of line management experience in the banking and financial services industry.

 

 Heald, Adrian

Adrian is a recognised expert in IT Service management reporting, regularly presenting at industry conferences in Australia and overseas. He has a wealth of public and private sector experience implementing various systems including reporting systems, cost attribution and invoice verification systems, tuning and capacity planning. Adrian has worked in the IT industry since 1986 in roles including operator/shift leader, applications programmer, systems programmer and capacity manager. In 1995 he began working as a freelance contract consultant providing capacity management services to many private and government organisations. A year later, he started a companyto further develop capacity planning methodologies and software. In 2004Adrian set up Captell Developments a company focused specifically on developing a reporting solution for the capacity management processes.In January 2011 Captell Developments was renamed "ITSM Reporting Services" to better reflect its move to more broader IT service management reporting activities. A former vice-president of CMGA, Adrian has written and presented more than a dozen papers at that organisation's annual conferences both locally and overseas, and has presented at itSMFALEADit conferences and local branch meetings. He has also had papers published by CMG US.

 

Hedrick, Gavin

Gavin Hedrick has spent more than 7 years developing and honing his skills as an ITIL Change Manager. He joined SA Health just over fifteen months ago, after 3 years as SA Water's Change Manager and that after 2½ years as the University of Adelaide's Change Manager. Whilst at the University, he took their change process from level 0 to level 4 after becoming enthused by his ITIL V2 Foundation course. At SA Water he obtained his Release and Control Practitioner's Certificate in IT Service Management whilst introducing a monthly Strategic CAB and a two year Forward Schedule of Change to complement the weekly Operational CAB. Since joining SA Health, he has completed his V2 ITIL Service Manager Certificate whilst commencing moving SA Health from change control to Change Management.

Gavin is active in the South Australian itSMF Branch where he is currently the Deputy Chair. He has also recently started an itSMF Change Manager's Forum which meets monthly and has members from corporate, government and educational institutions.

 

Holden, Gregg

Gregg Holden is the Managing Director of Suntree Group, a company specialising in the practical implementation of IT Service Management through benchmarking, consulting, performance measurement, training and Process Manager outsourcing. As Managing Director, Gregg is responsible for leading the team and achieving company strategic objectives. He further acts as a Principal Consultant for executive consulting assignments, service management projects and education. Gregg is a passionate advocate for the appropriate and practical implementation of IT Service Management and best practices. With 20 years of experience in IT, Gregg has been engaged in numerous senior and executive management roles. Gregg is ITIL Manager's certified, an accredited ITIL Training Director and has previous experience as a national examinations marker, ISO20000 review subcommittee member and WA ITSMF chapter committee member. Gregg furtherwon the ITSMF 2008 IT Service Management Champion of the Year award. He has a regular "practical Tips' column in the ITSMF Bulletin and enjoys assisting others with their Service Management goals.

 

Horton, Michael

Michael Horton is the Vice President - Natural Resources, Manufacturing, Technology & Consumer, reporting directly to the CEO, for CSC Australia. Michael is responsible for annual revenues of AUD 390 million and a matrix responsibility for 2,000 people. Michael has 28 years experience in the Information Technology Industry, 21 years of that in a management capacity and has been employed by CSC since 1994.

 

Howard, Kathryn

Kathryn Howard is an IT professional with 25 years experience in ICT service delivery and service management. Understanding the ongoing need for IT service management to reinvent itself in order to meet the needs of constantly changing business models, she is passionate about helping organisations achieve good governance of quality value service.

Kathryn is an independent consultant with many years of experience providing policy/process assessment, change programs and service improvement initiatives in both the public and private sectors including ASIC, AAPT and Macquarie Bank. She has previously presented at the itSMF national conference plus several times at the PACRIM Service Management conference. She has also been an active member of the itSMF NSW committee for several years.

She believes commitment to governance standards and frameworks (ISO20000, ITIL, COBIT), in conjunction with a meaningful IT/business dialogue, is key to delivering successful end-to-end customer service able to support and enhance business objectives.

 

Kavanagh, Patrick

Throughout Patrick's working career he has been involved in providing technology services following an initial break into the industry as a computer engineer. Early on in his career he was quickly assumed management roles including line management, management consultant and IT Director positions. Gaining experience from such roles he established his own independent consultancy practise six years ago through which he won contracts and delivered major consultancy projects, many within Central Government organisations. Working on some of the largest technology led transformation programmes in Europe (with User access devices exceeding 120,000).

Tackling these management challenges he has built up an extensive skills set including good people skills and the ability to work within a team both as a manager and a peer. He has also obtained considerable experience in managing complex organisational change with proven success dealing with programme management, team creation, business transformation and bid management. The wide range of methodologies he has adopted in pursuit of these successes include: Strategic Business Process Transformation and Cranfield (CobiT's ® VAL-IT) Benefits Management methodology. My extensive knowledge of various standards and practice frameworks (including ISO/IEC 27001, 20000, CMMI ®, CobiT ® 3.1, ITIL®v3, MSP, Prince 2, PMBOK, MoR, eTOM and Six Sigma) has also played a major part in my career progression so far.

Presently Patrick is studying for an Msc in Services Management at the Northampton University Business School via their distance learning programme. Now in his final year he has been given the opportunity to study ‘Utility Computing' in depth and discover many other potential development areas within the IT Industry.

 

Keogh, Patrick

Patrick is Principal Consultant for Lucid IT. He has been working as a consultant and educator with ITSM and process improvement methodologies for over twenty years. He is actively engaged in ITIL and ITSM projects with a range of public and private sector organisations.

Patrick is an experienced speaker, teacher and presenter and has given over forty IT conference presentations in Australia, Asia and Europe, including itSMF Australia annual conferences and regional seminars.

Patrick's special areas of interest are Service Strategy and ICT Governance.

 

Kwan, Tony

 

 Langham, Gary

Gary has nearly 20 years combined professional experience in the fields of Information Security and IT Governance. He has served on two international ISACA Committees relating to the CGEIT and CISM Certifications since 2007 and is the immediate Past President of the ISACA Perth Chapter.
 
Gary is currently part of the COBIT 5 Development working group and is also an accredited COBIT / IT Governance Trainer and has delivered courses in Australia, USA and Hong Kong.

 

Lewis, Ed

Ed was professionally trained as a behavioural scientist. His is a psychologist, with a PhD is in human problem-solving.  For the last forty years (ouch!) he has been researching and teaching better ways of designing robust, complicated work systems.

For almost 20 years, Ed served in the Australian Army as an Infantry officer and as a psychologist, working in personnel research and IT policy.  He has also worked in the Australian Public Service, encouraging the use of IT by business, and as a marketing manager for a large international computer company.

In 1988 he realised that being an academic sure beats working for a living, so he joined the University of New South Wales at the Australian Defence Force Academy in Canberra, as a Senior Lecturer. 

 

Lymbery, Gregg

Gregg Lymbery is a member of the Unisys Asia Pacific Architecture and Professional Services Consultancy team providing design, consultancy and technical support to for major clients. Gregg joined Unisys in 1986 from GEC where he was involved with the introduction and support of the GEC Unix range and client education.

Gregg's expertise is focused on the management and governance of IT Services in a multi-source and shared services environment. He was one of the leading specialists who designed and developed the Unisys IT Services Management and IT Collaborative Governance frameworks, and the Unisys Joint Responsibility Matrix tool and support model, which have been adopted by Unisys for worldwide deployment.

 

Macfarlane, Ivor

Ivor Macfarlane works for IBM as a Service Management Specialist. His role involves evangelising and promoting service management concepts and working with IBM customers, helping them understand and improve service management performance.

He started working in service management long before any involvement with IT, and tries to retain that business focus. As a freelance trainer and consultant (2000-2007) he delivered training on every continent, except Antarctica. He has been an ITIL examiner since 1991.

Ivor contributed to the development of ITSM best practice as an author of ITIL versions 1, 2 and 3 and BS15000. Actively involved with itSMF since 1994 he held many roles within UK and International and is currently an active member of itSMF International's Editorial Advisory Taskforce

Well known as a presenter he has spoken for itSMF in 33 countries to date including the first itSMF Australia conferences in 1998.

 

Madden, Chris

Chris Madden is Sydney Water's ITSM Competency Centre Manager reporting to Phil Maher and responsible for Service Activation, Service Design and ITSM Processes. Chris has worked broadly across IT operations, development, testing, architecture and consulting and is an ITIL V3 Service Manager. Since joining Sydney Water Chris has worked with senior management and others in developing, delivering and managing the services discussed in the Service Design presentation.

 

Maher, Phil

Phil Maher is the Sydney Water IT Services Manager reporting to the CIO. Phil has 30 years of IT experience across a range of roles and industries in IT Service & Operational management, Program and General management roles across large local and multinational organisations. As the Sydney Water Services Manager Phil has been the sponsor and catalyst for Service Activation, Service Design and the ITSM Competency Centre.

 

 Masters, David

David was part of the initial CSC Australia group of Black Belts who established the program, and is now a Juran qualified MBB. Starting in mining, and working through supporting business systems for CSC customers, David has strong operational experience.  David delivers the training for the Lean Six Sigma program and contributes to the National and Global strategic planning for CSC's program, as well as mentoring staff delivering improvement activities in Australia and overseas, and consulting on customer improvement engagements.

 

McGowan, Kirstie

Kirstie Magowan has been Chief Editor for the itSMF International publishing program since its inception in 2008.

Kirstie is an ITIL expert as well as being an experienced journalist, author and editor. This role has given her an opportunity to bring her skills together for the benefit of our ITSM community.

As part of her role as chief editor Kirstie has established the itSMF International Magazine, "At Your Service" , distributed to all itSMF chapters globally. She is delighted with the feedback received on this publication, both from its readers and from the ITSM professionals who have chosen to contribute their knowledge to this publication.

Kirstie is passionate in her belief that it is time for our community to take ownership of the wisdom we have developed and keep the value of this within our community to the benefit of our own authors and chapter network.

Kirstie entered the world of service management on the front line, establishing a Service Desk in the stock broking industry. She spent the following 6 years discovering the difference good service management can make to an organisation. This was followed by a number of years providing ITSM consultancy to a range of companies in Australia and New Zealand.

Networking with Service Management professionals is essential to finding the talent we need to progress our publishing strategy and Kirstie welcomes contact with anyone interested in providing us with content, or sharing ideas on what they would like to see us publish.

 

McMaster, Paul

Paul spent 17 years in the Royal Australian Navy and a further 4 years with the Department of Defence before branching into private enterprise. He worked 3 years with ProActive Services as an ITIL trainer and consultant before spending 2 years with Fujitsu Australia as a Senior Consultant. Paul rejoined the Department of Defence in the Chief Information Office in 2010 and since then he has been the Business Change Manager for the ITSM Program.

Paul has been involved in IT Service Management since 2000 and has gained the ‘Expert' qualification in the ITIL framework and both the Practitioner level in PRINCE2 and Managing Successful Programs (MSP).

Paul is not only highly trained and experienced in ITSM he is also passionate about the benefits it can provide if it is implemented correctly, and there is nothing he appreciates more than the opportunity to demonstrate what can be achieved.

 

Miller, Brett

Brett has more than 17 years working in Information Technology and joined Ernst & Young, Adelaide, in July 2009 on his return to Australia after 8 years working in Houston, Texas (USA). Brett's experience includes 14 years undertaking IT Risk and Advisory projects and prior to this working as an Analyst / Programmer and PC Support / Network Administration for a Natural Gas Utility.

Brett's advisory experience extends to a broad range of areas including IT governance, risk / control assessment (including internal and external audit assessments), information security, business continuity and project risk management. This experience has been gained as a result of working across industry sectors such as, manufacturing, energy and natural resources, and consumer and industrial businesses.

 

Miller, Jamie

Jamie possesses a strong consulting background underpinned by solid knowledge in the ITIL framework along with practical experience in its application in both private enterprise and government agencies. The results of his work demonstrate a high level commitment to superior project outcomes and production support while balancing the many and often divergent needs of the business.

A carpenter by trade Jamie's career includes over 10 years in the Information Technology sector and prior to that a number of years as a small business owner. This wide and varied body of experience gives him a relatively unique perspective when dealing with provider and customer organisations alike.

In the past 10 years Jamie has provided consultancy that has been instrumental in the successful improvement of processes, for many organisations, in Australia and internationally.

Jamie is able to assimilate very quickly into the structure of a supported organisation, grasping the culture and practices immediately. The term "trusted advisor" was used about him in relation to the way he approached relationships with outsource providers on behalf of the Customer. In addition to ITIL Masters certification, Jamie is also a qualified Microsoft Certified Systems Engineer and possesses a strong working knowledge of Project Management practices such as Prince 2.

 

Moore, Simone

With over twenty years in strategic and operational business design, development and transformation with a "who's who" list of organisations, Simone's focus is on "helping you make the most of what you've got" through actively integrating and balancing four core business principles - people connected, knowledge shared, possibilities discovered and potential realised.

Simone engages you in a depth of knowledge, collaboration, sense of humour and a learning approach that is thought provoking, interesting and relevant.

Tertiary and industry qualified, Simone specialises in customer service, strategic planning, organisational development, change management and human resources and holds specific industry qualifications in IT, Contact Centres and Service Desk, Knowledge Centred Support, ITSM expert and is a member of the HDI International Certification Standards Committee.

 

Nadkarni, Gautam

Gautam Nadkarni is a principal consultant with the Infrastructure Management Services practice of Infosys Technologies and an ITIL v3 Expert. His primary responsibilities include providing consulting services to clients and managing a portfolio of consulting projects for Infosys. Gautam also leads the environments transformation capability development for Infosys.

Gautam carries with him 10+ years of experience in consulting organisations worldwide in various aspects of information technology and service management. His experience spans across software development, project and program management, account management, business management, process consulting, service management consulting and infrastructure consulting.

He has been an active participant in the ITSMF activities in different parts of the world. He has spoken at various international conferences worldwide - ITSMF and non-ITSMF - and has won couple of prizes for best conference presentation. He has won the Infosys Australia award for Thought Leadership and Innovation. He is an engineering graduate and post graduate in management.

 

 Mir Sotoudeh, Nima

 

Nima Mir Sotoudeh, MBA, CGEIT - Nima (who holds MBA, CGEIT, COBIT and ITIL qualifications) is Business Development Manager and Lecturer of Asia Pacific International College focusing on the delivery of Integrated Organisation Transformation through consulting services, graduate programs, workshops, training and mentoring.

He has extensive practical experience in IT governance / service management implementation, enterprise maturity assessment and organizational change management during ERP implementation nationally and internationally for more than 12 years. Nima has been involved in the planning and implementation programs related to ERP, COBIT, and ITIL in large companies with different levels of complexity, and each posing their own unique challenges.

Nima has lectured in IT Governance Implementation, Strategic Portfolio and Program Management, Enterprise IT Risk Management, Managing Organizational Change related to ERP Implementations and Enterprise Architecture.

 

Nyhuis, Michael

Michael is one of Australia's foremost experts on the implementation of standards such as ISO/IEC 20000 with other related frameworks and standards including ITIL, Information Security (the ISO/IEC 27000 series), ICT Governance (COBIT and ISO/IEC 38500) and CMMI for Services. With specialist qualifications and extensive experience in both ITIL and ISO/IEC 20000 in particular, Michael has managed the implementation of integrated service management solutions and has conducted an increasing number of standards-based assessments for organisations across the globe.

Michael is the Principal Consultant and Managing Director of Solisma, a member of the Australian Institute of Company Directors. As a past board member for itSMF Australia, Michael continues to serve on the Qualifications & Certifications committee for itSMF International.

 

 O'Brien, Nigel

 

Nigel has over 15 years of IT Experience in both the public and private sectors at mainly an enterprise level.  Nigel's recent experience has been guiding SME organisations through service improvement using OGC methodologies and frameworks. 

A solid background in Enterprise architecture, project management and service management at a senior level has enabled a very practical and pragmatic approach to organisational change and service improvement. 

Nigel has been working independently for the last three years and has steadily built up a solid client base around Australia by word of mouth alone. He has also recently created his own APMG accredited ATO (ITSMT) to enable him to develop his own independent set of materials to share his unique approach with a more public audience.

Nigel  holds an ITIL V2 Managers certificate, delivers ISO20000 training, is a fully accredited APMG PRINCE2 and ITIL V3 trainer, in addition to holding all eleven ITIL V3 certificates, he actively delivers all eleven courses too.

 

 O'Callaghan, Katherine

Dr. O'Callaghan has spent nearly 25 years in the IT industry and completed her doctorate in business in 2010. During her tenure at multiple Fortune 500 companies, she was responsible for the delivery of IT Service Management with focus on incident, problem, and change management delivery for IBM and for some of its largest clients across the globe. Complementing this work, her doctoral dissertation, Incident Management: Human Factors and Minimising Mean Time to Restore (MTTR), investigated the performance of IT incident managers at two large corporations, identifying the personal characteristics and problem solving approaches that, combined, formalise the ability to identify individuals who will be successful in the role of incident manager. She is currently a Director at KOZADAR Consulting, a firm that assists organisations in optimizing the performance of their incident managers.

 

O'Reardon, Dave

Dave consults to CIOs and IT Operations Managers, helping them design and run programs to measurably improve customer satisfaction with IT. Dave is annoyed that IT has a shaky reputation amongst non-IT folks and he's doing his best to change that through his consulting and writing.

Dave has worked in IT for 20 years in various industry sectors in Europe, Asia and Australia. He has spent most of the last decade managing, leading and consulting to IT teams, and has a proven track record in improving IT customer satisfaction.

He is currently Managing Director of Silversix Pty Ltd.

 

Palkiwala, Dinsha

Dinsha is an "applied service management" practitioner who thrives in pragmatic adoption of industry good practice for the betterment of the business outcomes.

In last 31 years, Dinsha has held a number of senior positions in professional service, consulting and end user organisations to deliver successful outcomes in all phases of the Service Management life cycle. His diverse experience covers Service Delivery Management, Service Management office, Service Level Management, Outsourcing operations, Strategic Sourcing and Service Strategy.

Since joining Qantas in October 2005 he has driven consistent and sustainable Service Management "good practice" within Qantas and across its service providers. As Manager of Service Delivery Assurance, his current focus is to drive strategic priorities which enable Qantas IT to deliver IT Service Solutions which fail less frequently and can be restored expeditiously with minimum business disruption.

 

 Palmer, Julia

Julia Palmer is a respected Networking Strategist and has dedicated her career to educate business people on the importance of developing strategies to create and manage viable internal and external business relationships.

She has forged her own approach to this critical area of business and developed "NRM - Network Relationship Management" and "Netships - Networking relationships", which she presents passionately on.

Julia is the Chief Executive of the Business Networking Academy, Channel 7 Kochie's Business Builders Networking Expert, preferred networking trainer to many leading organisations and professional associations and an invited representative of the Chief Learning Officer (CLO) Business Intelligence Board.

She has authored two books ‘Schmoozing the Globe' and ‘BUZZ' and appears regularly in TV, Radio and Print Media promoting the growing importance of networking relationships in business today.

 

 Petersen, Harold

Harold has over 20 years industry experience, specialising in areas of IT Service Management, Project Management, ICT Governance, Outsourcing Management and Organisational Change. He has lived and worked in Asia Pacific, Australia, New Zealand, Europe and Africa and supported customers in almost every vertical sector, including Finance, Education, Government, ICT and Energy.

Harold has had significant experience in all aspects of managing an IT organisation, including Operational responsibility for IT Service Delivery, IT Service Support, System Operations, Project Management, Service Level Management, Outsourcing Management (as a customer) and Service Management (as an outsourcer). Some of his experience includes the alignment of IT Management processes with ISO9000, ISO/IEC20000 and COBIT.

Harold holds certificates in ITIL (Service Manager 1994 and ITIL V3 Expert), COBIT, MSP, P3O and PRINCE2 (Practitioner, Accredited Trainer and Accredited Consultant) and has been a trainer and implementer since 1994. He combines his ISO/IEC 20000, ITIL, COBIT, PRINCE2, MSP and P30 expertise with his extensive practical experience in IT Service Delivery, PMO, Project Management and Outsourcing Management across a variety of assignments within the IT Management industry.

Harold is a regular speaker at events such as itSMF, ISACA, PMI, PMOZ, SPUSC and has written a number of whitepapers.

 

Pettigrove, Gary

Gary Pettigrove began serving as the CIO for the Australian National Audit Office from March 2005. He has more than 16 years of experience leading technology operations and initiatives across Commonwealth agencies and a private university.

He manages an IT operation based on best practice to ensure the alignment of IT services to business requirements. Gary is a member of the Australian Computer Society. He is also on the committee of the CIO Forum for Commonwealth small agencies and the whole of government Telecommunication Agreement Committee.

 

Pinkerton, Neil

Neil has been involved with IT Service Management Best Practice in earnest since 1999, and can remember using Service Management principles back in 1984 before they were even called ‘best practice'. Neil has 30 years experience in IT-related areas, including application development and deployment, solution architecture, training, project and program management, IT management consulting, and most recently joined the Department of Defence in 2008 at the beginnings of the Defence ITSM Reform Program. Neil is now the Defence National ICT Service Desk Capability Manager. Before his 18 years of corporate IT experience, working for Digital Equipment Corporation, IBM and Microsoft, he ran several successful consulting and IT companies. He has long been a contributor to the development of IT Service Management Best Practice, both the ITIL and Microsoft MOF material, and has also contributed to several ITSM books, including ITILv3 Service Design, and Service Catalog by Mark O'Loughlin. Mr. Pinkerton holds a Bachelor of Business, and a Masters in Information Technology as well as an ITIL Managers Certificate. With all this, a wife and three young children, he has no time for his hobby, maintaining his 1926 Heritage listed home.

 

 Powe, Marcus

 

Marcus consults to boards and CEOs about how to implement and measure creativity and innovation, and researches and writes on creativity, innovation 

and entrepreneurship. He also coaches leaders in organisations and communities as they move to their next position of choice in today's turbulent 

market place.  The first three in a series of four books, The Entrepreneurial Process,The Creation of Sustainable Value and Marketing For Growth are used by many of the 1500 organisations in Australia, New Zealand South East  Asia he has worked with as a reference for sustained growth. 

 

 Pratley, Mark

Mark Pratley has more than twenty years experience in the Information Technology Communications (ICT) sector, more than ten of those years with Telstra.

Mark is the General Manager of Telstra's Network Computing Services, the product group responsible for Telstra's Cloud Computing Solutions.

Telstra have embraced ICT as a key enabler to offering a broader range of solutions which help drive collaboration, productivity and efficiency from the network layer, allowing customers to leverage productivity gains and innovation benefits.  In his role, Mark is responsible for those technologies and solutions which include deep integration with complex networks as fundamental to their core enablement.

Previously, Mark was a Managed Solutions Sales Executive with the Telstra acquired KAZ Group, working with IT services customers across Media, Finance and Manufacturing.  Prior to that, Mark held a variety of roles within Telstra and IBM owned Advantra.  He also worked for IBM Australia in a number of roles, including within IBM Global Financing, as well as IBM Procurement.

Mark holds a Bachelors Degree in Economics majoring in statistics from the University of New England, New South Wales.

 

 Ramakrishnan, Murali

Murali is a Management Consultant with 20 years' experience specialising in IT Service Management, Continual Improvement, Project Management and IT Governance consulting for organisations in the government, manufacturing, telecommunications, financial services, utility and higher education sectors.  He has authored a chapter in IT Portfolio Management in a peer reviewed book, published articles in the ITSMF Bulletin and presented at the state seminars.

Murali is an executive committee member of ITSMF South Australia chapter and convenor of the ITSMF Special Interest Group for the past six years.  He holds Masters Degrees in Business Administration and in Software Systems, and is a qualified Project Management Professional (PMP) and Six Sigma Black Belt.

 

Rankin, Tom

Tom Rankin - With 17 years in the ICT industry across the public and private sectors, Tom has worked in Australia, Asia, the US and Europe consulting on business value and transformation of IT for several Federal Government Departments and multinational brands like ASX, AXA, Boeing, Cadbury and Rio Tinto.

He has successfully led pursuit teams for large, complex outsourcing deals involving all aspects from qualification, bidding, due diligence, transition and most importantly, transformation towards ITIL V2 and V3 aligned service models.

Qualified in Psychology, TCO, ITIL v3 (expert) and ISO20000, Tom has written several whitepapers and spoken at Gartner outsourcing conferences. Currently Tom is Business Improvement Manager at CeniTex, the Victorian Government Shared ICT Services provider and has three children under the age of five.

 

 Rogers, Steve

Steve is co-owner of Rusher Rogers Recruiting which is a well established and successful Melbourne based recruitment agency specialising in perm and temp assignments for office and administration staff, ITSM/ITIL professionals, Legal Secretaries and Not-for-Profit. Steve is Chairman of the CareersMultiList Ltd National Advisory Committee and as well as being a board member for the same company. Although not a practitioner Steve is ITIL Foundation certified and Rusher Rogers Recruiting has focussed on recruitment fin Service Management for the last 5 years.

 

Rogers, Timothy

Timothy Rogers - Mr. Rogers is a consultant and trusted advisor to senior executives specializing in service management, governance, continual improvement, and the innovation of enterprise IT. He has successfully led innovation/transformation programs for large and small organizations in the United States and Asia. Mr. Rogers is a global-savvy former CTO with nearly two decades of IT leadership experience spanning high tech start-ups, financial services, and Federal government sectors.

Timothy holds a Master's degree from the University of California, San Diego and is industry certified in ITIL v3, Lean Six Sigma, and the Governance of Enterprise IT. He is a dynamic and seasoned speaker who has presented in a variety of corporate and academic venues. Mr. Rogers is currently based in San Diego, CA USA.

 

Scott, Wayne

Wayne Scott - Wayne is an experienced management consultant, with a specific interest and track record in service management improvement initiatives. He has worked in the IT industry for over 15 years, most recently working with Dowling Consulting, where he assists clients resolve many of their operational and business challenges.

Wayne has presented at many service management related conferences over the past few years, and continues to demonstrate a strong capability to manage change initiatives across the enterprise. He has a strong focus on people, process and communication.

As well as holding the ITIL Managers Certificate, Wayne also has a Masters Degree in Business and Technology form UNSW. He has attended many of the past itSMF conferences as a delegate and is keen to share information with you all throughout the conference. At an operational level, he has led and been involved as a key stakeholder in many service/project transitions during the past few years.

 

Scrivin, Jon

Jon Scrivin is currently the I.S. Process Manager for The Warehouse Group, New Zealand's largest retail company.  For the last 6 years Jon has been instrumental in the adoption of the ITIL framework. Using Service Management best practice as a guide, Jon has responsibility for all Service Management processes, as well as management of the Service Management Toolset used to support these processes.

A passionate advocate of technology based solutions, Jon has helped make The Warehouse's Information Services department a world-class service delivery organisation where Customer Satisfaction based on robust, reliable systems, efficient problem reduction, and quality incident resolution has continued to grow year on year.

Sheedy, Tim

 

Based in Sydney, Australia, Tim serves CIOs. He helps clients better manage their IT departments and ensure IT is delivering the solutions required by the business. His research focuses on the key IT challenges for CIOs and IT departments in Asia Pacific, as well as providing insights into the technologies that will deliver significant business value over the next few years. He also assists clients with the design of IT organizations, IT governance and processes and IT/business alignment.

Tim also works with members of The CIO Group in the Forrester Leadership Boards in Asia Pacific. In this role, he writes CIO-targeted research, answers or facilitates answers for individual members' business and technology inquiries, and facilitates CIO Group member exchanges and peer-to-peer discussions.

Tim comes to Forrester with more than 10 years of IT analyst experience with ICT vendors and IT research providers. Most recently, he was the research director of IT solutions at IDC in Australia, where he assisted IT vendors in designing solutions to better fit market requirements and assisted user clients with their strategies to improve the effectiveness of their IT functions. In this role, he developed a reputation as a respected and sought-after industry analyst and an entertaining and informative public speaker on many of the key trends in the IT market.

Spiteri, Joseph

Over the span of 20+ years Joseph has occupied a number of roles associated with IT Service Management in Europe and Australia. He held a Principal Consultant role in the IT Governance Unit of the Maltese Government. In that role Joseph has been responsible for the development of an IT Service Management Programme and several Proof of Concept projects introducing Automation of Network and System Management.

Since arriving in Australia in 2006, Joseph has expanded on his ITSM knowledge by achieving the highest ITIL® Expert Qualification and is also a leading specialist in ISO/IEC 20000 Auditor & Consulting arenas. Joseph has held important roles in a few high profile organizational transformation projects, always accountable for coaching and mentoring internal resources in the establishment of a Service Catalogue. Joseph is Dowling Consulting go to man on Service Catalogue matters. Other then this Joseph equally excels in the role of Service Improvement Manager and as a Trainer. His passion, fresh approach and ability to connect and relate across to CxOs and also to Technologists Heads, makes our Joseph an invaluable asset and experience.

 

Stocks, Rowena

Rowena Stocks is General Manager, Organisational Capability at Kinetic IT, overseeing the human aspects of this very people-centric organisation including human resources, recruitment, workforce planning, learning and development, business process and service management. Championing a highly skilled and motivated workforce, she is instrumental in guiding the rich and unique culture of Kinetic IT and holds an ITIL v3 Expert certification.

Prior to her current role, Rowena was the Vice President, Human Resources (Global) with Orchestream Ltd, a software development company headquartered in London. Rowena successfully built and managed Orchestream's global human resource management operation during its growth from 32 people in the UK to over 500 people spanning 6 countries and 4 continents.

Rowena was a management consultant with boutique firm Diagnios and the National Human Resource Manager with Cecil Bros Pty Ltd, one of Australia's leading retail footwear chains employing over 1000 employees across 100 sites within Australia.

 

Stroud, Robert

Robert Stroud serves as a vice president and the Service Management, Cloud Computing and Governance Evangelist at CA Technologies. Robert also serves as an International vice president of ISACA and was the former chair of the COBIT Steering Committee and is part of the Framework committee. Robert also serves on the itSMF International Board as Treasurer and Director Audit, Standards and Compliance, the itSMF ISO liaisons to multiple working groups, an author, blogger and highly regarded public speaker. Stroud is dedicated to the development and communication of industry best practices and acts as a strong advocate for the customer - working closely with users, industry organizations, government agencies, and IT luminaries to develop and communicate IT best practices. He is a mentor to many organizations, advising them on their implementations to ensure they drive maximum business value throughout the process. An industry veteran, Stroud has significant practical industry experience and is a recognized industry thought leader, speaker and leader. A global authority on governance with multiple contributions to industry knowledge in multiple publications including COBIT 4.0, 4.1 and COBIT 5, Guidance for Basel II and also a former chair of COBIT Steering Committee. Stroud, considered an global authority in service management with his experience, knowledge and leadership. He has provided strong leadership with the ITIL Update Project Board, ITIL v3 Advisory Group, ITIL v3 mentor and reviewer and the itSMF movement in the US and Internationally and has contributed to several titles on ITSM.

 

Tay, Lemuel

Lemuel Tay. - Lem has worked in Queensland Government for 15 years in departments including Queensland Health, Housing & Communities, Justice & Attorney-General, and Queensland Police.

He has performed a variety of IT roles including application development, organisational change management, training and development, project office (PMO) and project management. He has also worked overseas previously in a private sector role for an IT training company.

Lem currently manages the continual service improvement team of the technology support arm of Queensland Police. He also manages the annual customer, project and staff satisfaction surveys. The Queensland Police Service currently employs close to 15,000 employees, many of whom rely heavily on 24/7 IT Systems. His role in gauging the satisfaction levels of these users is therefore an important aspect in the metrics and measurement of the IT department.

Lem firmly believes that the perceptions of customers on the products and services offered by IT departments is of great importance and is sometimes an element that is overlooked in ITIL implementations. His presentations on this topic at the Queensland chapter of itSMF have been very well received and he has been described as an engaging and dynamic speaker.

  

Van Hove, Suzanne

Suzanne Van Hove, Ed.D. - Dr. Suzanne Van Hove has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. Dr. Van Hove has worked in public and private education, higher education, and as a curriculum designer/technical writer for the Information Technology field. Suzanne is an accredited v2/v3 IT Service Management tutor and has provided standard and customer-specific education, process maturity assessments (based on v2/v3 ITIL®, ISO/IEC 20000, CobiT), and process design and implementation workshops.

Currently, Dr. Van Hove is a member of itSMF USA Board of Directors and is active in the Academic Special Interest Group, working specifically with higher education IT/IS students and their professional development. Her current project is a live, Service Management case competition between Master Degree students at Fusion11. Lastly, Dr. Van Hove is the global Program Manager for the international roll-out of priSM, the credentialing scheme for Service Management professionals.

 

 Walduck, Andrew

Andrew is the CIO in the Corporate Division at Tabcorp and is responsible for:

- Technology Shared Services

Infrastructure, network (LAN/WAN), desktop, and corporate applications. Includes the
management of the large Infrastructure Outsource and Network Outsource arrangements.

- Service Management

Service Desk, Tools, Processes, Standards and Policy.

- Program Office Services

Corporate Program of Work, Delivery Methodology, Tools, Processes, Standards and Policy.

- Technology Governance, Standards and Policy

Member of Board Technology Committee, Chair of IT Executive Committee, Executive owner of Enterprise Architecture Standards and Policy, and Security Architecture Standards and Policy.

Andrew operates across the Corporate and Divisional technology teams and works with Tabcorp's Divisional CIO's to drive Corporate Technology Strategy and support the delivery of the Divisional Technology Strategies.

Prior to joining Tabcorp, Andrew's career spanned the professional services industry as a Partner at Accenture and earlier at IBM. He specialises in architecting, delivering and managing large scale technology transformation programs, driving business change through enabling technology, and growing talented teams that deliver results.

Andrew has extensive experience in outsourcing, onshore/offshore delivery models, SOA architectures, virtualisation and in managing diverse teams. He is a successful leader, having been selected for Accenture's Global Leadership Development Program for senior leaders, and receiving leadership feedback that placed him in the top percentile when compared to his peers.

 

Walsh, Jenny

Jenny has worked in the IT Service Management arena for the past 9 years in various WA government agencies including the Department of Housing and Works, the Department of Environment and Conservation, WA Police and the Department of the Premier and Cabinet. Jenny has introduced Change Management, Service Level Management and IT Security Management and reviewed the IT Service Continuity Management, Problem Management, Service Desk and Incident Management processes for some of these agencies.

Jenny became an ITIL Master (V2) in 2005 and an ITIL Expert (V3) in 2008. She has been a committee member of the WA Branch of itSMF Australia for 5 years and has been the WA Branch Secretary for the past 3 years. Jenny was a founding member of the Whole of Government IT Service Management (WoGITSM) forum in WA in 2005, was the Chairperson for 3 years and is currently the Secretary of this forum.

 

Whyman, Scott

Mr Whyman has responsibility for leadership, sales and operations for the Unisys outsourcing and infrastructure services business across Asia Pacific.

He joined Unisys in 1995 as Australian Sales General Manager and was then promoted to General Manager Asia Pacific Commercial, Media and eBusiness Practices, responsible for leading large services engagements with major listed companies. He was appointed as Vice President and General Manager Asia South in 2002 and in 2008 his role expanded to cover Greater China. In January 2010 he was promoted to his current role.

Prior to Unisys, he was Managing Director of a private Australian technology services firm and was Chief Marketing Officer of an Australian Consolidated Press division. He has also held executive roles with fast moving consumer goods manufacturers. 

 

Wilkinson, Paul

Paul has been working in the IT Industry for more than 25 years fulfilling a wide variety of roles from Computer Operator, to Systems manager to IT Services manager. Paul has been actively involved in ITSM for more than 15 years as both an Senior consultant, Service development manager and as ITIL developer. He was a project team leader for the original BITE (Business IT Excellence) ITIL process-modeling initiative instigated by the CCTA (now known as the OGC).

Paul was co-author of the ITIL publication "Planning to Implement IT Service Management" and has been a quality reviewer on a number of ITIL publications. He 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' ITIL simulation game. He was also co-author and cartoonist for the itSMF 'Worst practice' publication "IT Service management from Hell".

He sits on the Board of the Singapore American Chamber of Commerce and is a member of the US-ASEAN Business Council.

 

Willis, Murray

Murray is the current Chair of the WoGITSM group. This is part of an ongoing commitment to the improvement of ITSM within WA Government. In 2005 Murray began his involvement with the WoGITSM from its inception; was accepted as a itSMF Council of Membership and began his participation with the itSMF state chapter. Murray has completed the ITIL Manager's Course and Service Support accreditation.

Murray has been the Service Level Manager (SLM) Support for the Department of Education, WA since 2004. He is responsible for all IT support processes, the alignment of services through outsourced providers to the Department's customers' requirements; establishing a SLM process; ensuring that quality of service and that a continuous service improvement culture exists. His credibility in this role is enhanced from his previous responsibility as Change Manager and a wide and varied background in the teaching and public services.

 

 Wood, Fiona

Professor Fiona Wood is a plastic and reconstructive surgeon currently Director of the Burns Service of Western Australia at both Royal Perth and Princess Margaret Hospitals. She is Chair and co-founder of the McComb Research Foundation, co-founder and director of clinical cell culture now Avita medical as well as being a mother of six.

Fiona's research through the McComb Foundation involves collaborative research projects ranging from the multidisciplinary team approach to the treatment of burn injury, nano technology, bioinformatics, data linkage and neuron-physiology. The ultimate aim is scarless healing to ensure the quality of the outcome is worth the pain of survival.