2014 itSMF LEADit National Conference - Speakers Aaron Leung General Manager, Managed Network & Integrated Services Practice, Telstra

Aaron’s background is in technical sales and presales engineering. He

was previously the National Business Development lead for Managed

Services in Telstra’s Enterprise & Government division. Focusing on

End User and Managed Customer Experience within Australia’s largest

Telco, Aaron has been an advocate of customer focus and centricity as

core to enhancing Telstra’s growing Services business. Within his

current role he is focused on adopting a practice approach to

developing an industry leading capability for Professional Services and

Network Service Management, and to evolve the business to be able

to deliver an exceptional Managed Service “experience” for business,

enterprise and government customers.

Angela Bletas Problem Manager, Monash University Angela Bletas is the IT Problem Manager at eSolutions, Monash University, working in the Service Management Office. Angela has been assisting in implementing ITIL at Monash University since 2010 when she was the Manager at the Student Service Desk. She moved to the Service Management Office in 2011 to assist in developing and implementing the problem management process, and she was promoted into the Problem Manager role.. Angela has completed a number of ITIL courses including Service Operations and Service Strategy. She has recently taken on the process owner role of Continual Service Improvement.

Anthony Orr Director Office of CTO, BMC Software

Anthony Orr is director for the Office of the CTO and a member of the Thought Leadership Council at BMC Software. He has worked for BMC for more than 15 years in various managerial, consulting, marketing, and technical positions and has more than 30 years of IT experience. Throughout his career he has been responsible for strategy, architecture, implementation, and management of numerous service management disciplines and processes. Anthony is a frequent speaker on best practices at industry events and BMC customer forums. He has authored numerous white papers, podcasts, and blog posts, is one of the authors of the ITIL v3 2011 publications and is a senior examiner with responsibilities for the ITIL v3 certification examinations. Anthony is currently a board member of itSMF Houston Local Interest Group.

Anup Shrestha PhD Candidate, University of Southern Queensland

Undertaking his PhD in the area of ITSM process assessment, Anup is working with international standard experts, academia and ITSM practitioners in a university research on developing an online process assessment approach based on the ISO/IEC 15504 standard. After working in the IT industry for over seven years in roles ranging from application programmer to IT project manager, Anup joined the ITSM research team at the University of Southern Queensland in early 2012. Besides presentations and publications in the academic outlets, Anup has presented at itSMF and ACS events in the past and published articles in the itSMF publications.

Aprill Allen Chief Avian Officer, Knowledge Bird Aprill Allen is a survivor of 13 years in IT support and network operations. She's not bitter at all, but she did come out the other side with passion for bringing better knowledge management practices to IT teams everywhere. Certified with ITILv3 Foundation and Knowledge Centred Support principles, Aprill blogs at knowledgebird.com and has presented her award-winning white paper, A Simple Guide to Creating a Knowledge Base, to IT conferences internationally. As the Knowledge Bird, she has been featured on the ITSM Review, the ITSM Weekly podcast and is a regular contributor to the Zendesk blog.

Ben O'Neill Deputy Director ICT, Infrastructure Delivery, RMIT University Ben is a technology infrastructure specialist with 19 years of enterprise experience. His experience is based on more than a decade in the banking sector with challenging international infrastructure and leadership assignments. The recent move to the education sector has provided Ben with the platform to continue to apply his innovative and entrepreneurial infrastructure outlook by connecting with technology thought leaders, cutting edge researchers and connected teachers. He has comprehensive experience, at both the hands-on and managerial level and is currently focused on the areas of Openflow for the access network, Moonshot for HPC and applying DEVOps and Kanban methods to accelerate delivery.

Bradley Busch Board Secretary and Director, itSMF Australia

Bradley has over fifteen years' experience in Service Management, technology consulting and six years in IT Risk Management and Information Security. In his current role he is the Governance Manager for Enterprise Digital and Online services in a major financial institution. Bradley is a current Board Member and Secretary of the itSMF Australia where he has made significant contributions to the governance of the organisation. Together with a team from ISACA and the itSMF, Bradley was a guiding force in the production of the IT Strategy and Governance in Australia whitepaper which is the first major collaborative effort on research between the two organisations.

Carlos Nunes Head of IT Service Management, Harvey Norman Carlos has a well-rounded competency profile spanning over 28 years centred on IT Service Management which includes experience in strategic leadership, consulting and training, business development, account management, supplier management and project management. He has worked primarily with medium to large organisations in multiple countries and has a proven track record implementing, managing and improving ITSM processes and functions. He has vast experience in providing business support and delivering innovative solutions and has shared his experience at many IT Service Management related events and training in Australia, New Zealand, Singapore, Malaysia, China, UK and Africa. Carlos holds numerous qualifications including MBA, BCom Computer Science, ITIL Expert/ITIL Master, CobiT, Prince 2 and Six Sigma Green Belt.

Chris Madden ITSM Manager, Sydney Water Chris Madden is Sydney Water's ITSM Manager reporting to the Manager of Operational Services and responsible for ITSM process governance, ITSM specialists and teams such as the Service Desk. Chris has worked broadly across IT operations, development, testing, architecture and consulting and is an ITIL V3 Expert. Chris was part of the team that built Service Activation at Sydney Water (winner of the 2008 itSMF Innovation of the Year award). Since then he has worked developing the Sydney Water ITSM practice including several significant process and tools refresh projects and the extension of the original Service Activation concept.

Christopher Smith Director, Managed Network and Integrated Services Practice, Telstra Chris Smith has been active in the telecommunications industry for

over 20 years. As Director of Telstra’s Managed Network and

Integrated Services Practice, he is responsible for bringing to market a

broad portfolio of consulting and professional services and for the

development of the Managed Network Services centre of excellence.

Chris is strongly focused on how enhanced service provider integration

can improve business outcomes for our customers, particularly in

multi-sourced environments. His team strives for service delivery

excellence, while helping ensure customer’s access to IT systems and

applications, regardless of the location of their infrastructure or end

users.

Clive Smith Managing Director, Xtraction Solutions Starting as a trainee computer operator at Hertford County Council on an NCR century machine in 1979, Clive has witnessed significant change in IT over the years. He spent a bulk of his IT years at the ANZ Bank, working through Operations, Systems Programming, Mainframe Automation, Systems Management and Service Delivery. After 20 years it was time to branch out, founding Hagrid Solutions, a Service Management company establishing and consulting in Service Management solutions for blue ribbon companies, like Tabcorp, Westfield, IAG Insurance, Sensis and NAB. Here he created the software product known as Xtraction Solutions to provide a better reporting product to his clients. He now heads the development and distribution of Xtraction.

Craig Lindley Global Enterprise Services, Telstra

Service Management Practice Owner and Global Enterprise Services with Telstra, Craig is experienced in service delivery, problem, incident, change and configuration management. Craig specialises in developing and defining service management framework process sets and tools. Currently Craig is responsible for providing deep domain service management expertise, thought leadership and direction to deliver a high quality service management experience for Telstra enterprise customers.

Craig Smith Agile Coach, Unbound DNA Craig Smith has been a software developer and Agile practitioner, coach and trainers for over fifteen years working with many of Australia’s leading organisations. He is a co-organiser of the Agile Brisbane Meetup Group, advisor of Agile Australia, co-presenter of The Agile Revolution podcast and an Agile Editor for InfoQ. Craig has presented at numerous conferences including Agile 20xx, Agile Australia, Scrum Australia, Atlassian Summit, YOW! West as well as numerous other conferences and meetups. Craig specialises in all facets of Agile training, executive coaching and technical excellence by helping teams move quality to the left.

Damian Fasciani Technology Services Manager, REA Group

Damian's technology experience extends back to 2000. Having studied a business degree in Information Systems, Damian built a broad technical set of skills across networking, infrastructure, storage, desktop, virtualization, database management and cloud. Having started his career in helpdesk/networking, Damian then consulted globally for 6 years providing technology solutions across the banking, construction, IT, and government sectors. From 2006 Damian migrated into IT Management focusing on building high performance, self-motivating teams building capability around technology implementations, technical pre sales, process frameworks, customer service philosophies, while focusing strongly on staff development and training. Damian is the proud father of two children, a social media enthusiast, fitness guru, movie buff, and sports ninja.

Darren Dove GR8 Service Management

Darren has 12 years’ experience in the IT industry covering roles in service management, training, consulting, project management and organisational change. His interests include increasing organisational skills for all staff and contributors to change.

Dave O'Reardon Managing Director, Silversix

Dave O'Reardon is the Managing Director of Silversix, a management consultancy dedicated to helping organisations measure and improve customer satisfaction with IT. He has worked in the industry for 25 years and has been employed by organisations such as IBM, Accenture and Pacific Brands in the UK, Europe and Asia Pacific. He has over a decade of experience leading and consulting to continual service improvement programs. Dave is an accomplished consultant, presenter and writer. He was awarded 'Best New Speaker' at the LEADit conference in 2011 and received the 'Best Whitepaper' award in 2012.

David Chambers Configuration Management, University of Melbourne

David has consulted to many clients on the benefits of configuration management in the context of broader business strategy, and his knowledge of implementation techniques and methodologies ensure CMDB/CMS designs and deployments are robust and benefits are realised. David's deep experience across multiple operational roles has influenced his approach to service management, developing an intrinsic awareness of how to demonstrate real business value through configuration management. He is currently Configuration Manager for the University of Melbourne and an active member of the ITSM community.

David Krieg Customer Engagement Manager, Kinetic IT

David Krieg came to his Customer Engagement Management role in IT from a successful 20 year background in education. He’s ITIL background goes back to 2001 when he attained his Foundation Certificate. Now an ITIL Expert he works with many government departments and organisations from a range of industry sectors across the Asia Pacific region. Cricket is yet another interest of David's relevant to the gathering, processing and acceptance of feedback. A cricket player for many years, he has recently taken up umpiring and progressed through the WACA grade ranks to be umpiring high levels of district competition.

Dinsha Palkhiwala Principal, Competency Catalyst Dinsha is an ACS Fellow and an ICT professional with more than 35 years of extensive experience in organisations like Qantas, Telstra, TCS, Unisys and DMR Consulting Group. Dinsha has worked with CIOs and Directors to deliver successful outcomes in all phases of the ICT life cycle. Dinsha is passionate about developing next generation of ICT professionals and is focusing on assisting CIOs and ICT organisations to enrich and harness their organisation human and intellectual resources through active coaching and mentoring. As part of this effort, Dinsha has developed and delivers training for Service Transition Project Managers.

Ed Cortis Head of Solution Delivery, Bankwest Ed Cortis is the Head of Solution Delivery at Bankwest, leading a team of 300 colleagues, involving a mix of business analysts, testers and developers, where he is currently focused on changing the way they deliver to their customers. Ed has over 10 years of executive level IT management and leadership experience in small and large organisations, including previous roles with Lonely Planet and General Motors. He is passionate about the importance that culture, engagement and positive psychology play in the modern workplace. Ed's previous successes include integrating Agile software development with world-class ITIL operations within Lonely Planet.

Geoff Robinson Deputy Commissioner, Australian Taxation Office

At the Deputy Commissioner/First Assistant Commissioner level Geoff

has been responsible for providing accountability and governance for

all ICT service delivery and assuring the availability and reliability of IT

services. Geoff manages the relationships, performance and contracts

of external Service Providers and implements stabile and mature

enterprise service management centre strategy while managing the

infrastructure capacity with the ATO forward work program. Prior to

the ATO, Geoff held senior positions in Small Business, PTax, INB, CSA,

Sales Tax Withholding and Indirect Tax and Revenue Collection and

Corporate Services. Geoff has also served as a national Board Member

and Service Committee member for Lifeline Australia.

Graham Kennedy Professional Services Director, Assessment Portal Graham is an IT professional veteran of over 40 years, and is currently

the Professional Services Director for the Assessment Portal. Having

come from an Operations and IT Service Management consulting and

training background, he is one of the founders and principal designers

and developers of the Assessment Portal, having helped develop their

original ITIL and ISO20000 assessment cartridges. These were

designed to take a new pragmatic and practical approach to assessing

ITIL based IT Service Management processes providing a

commoditised approach to ITSM consultancy. He is also the principal

designer and developer of a Training Effectiveness assessment

cartridge.

Harold Petersen Director Advisory, UXC Consulting Harold has more than 25 years industry experience, lived and worked in Asia, Australia, New Zealand, Europe, Africa and supported customers in every vertical sector. He combines deep COBIT5, ITIL, P3O, PMBoK, MSP and PRINCE2 knowledge with extensive practical experience in ICT Governance, ITSM, PMO, Project and Outsourcing Management across a variety of advisory, organisational design and transformation management assignments. Harold was national council member for itSMF Australia and Singapore. He is currently itSMFI-IEB director, a regular speaker at itSMF, PMI and ISACA events in Australia, Asia and Africa and a qualified ITIL Master. He is married, has two daughters and lives in Canberra, Australia.

Ian Baxter Service Delivery Manager, Asciano Limited

Ian has worked in the IT industry for 16 years, almost exclusively in the areas of service desk, service delivery and general IT management. Across two companies he has managed approximately 100 service delivery and service desk staff across the America's, EMEA and Asia pacific in two very different industries, and as part of the IS leadership team provides input and direction to strategy, use of technology and the growth of the IS group. He is a firm believer that even with the best processes and technology in the world, change cannot happen without effective leadership, relationships and engagement.

Ian Jones ITSM Team Leader, Suncorp Business Services Ian Jones is the IT Service Management Team Leader for the Suncorp Group. Suncorp is a leading regional bank and the largest general insurance company in Australia. In this role, Ian leads the major incident, problem, change and configuration management services across Australia and New Zealand. With over 15 years ITSM industry experience, Ian has been successful in consulting, training, IT operations and team leadership. He holds a Masters in Business Administration, and is certified as an ITIL V3 Expert & Agile project manager. Ian won the Chairman's Prize at Leadit 2012 and presented at numerous conferences including TFT13.

James Finister SIAM Consultancy Lead UK & Europe, Tata Consultancy Services As Tata Consultancy Services SIAM Consultancy Lead for UK & Europe, James and his team have architected some of the world's biggest SIAM deals. He is an internationally acknowledged authority on ITSM with experience spanning well over twenty years. He has been actively involved in the development of both ITIL and of ISO standards but remains firmly rooted in the world of real life service delivery.

James Flanagan Global Enterprise Services, Telstra Service Management Practice Owner, Global Enterprise Services Telstra, James is focused on building strong IT Service Management Processes which deliver value for money to the Telstra Enterprise and Government customer base. James has extensive experience in working with organisations that have organically built their Service Management Processes over a number of years and found them diverse and inefficient. Through his experience, James works to standardise and optimise the processes within the organisation.

Jason Gray Head of Service Integrity, Bankwest Jason Gray is currently the Head of Service Integrity at Bankwest. He has over 20 years of experience in IT in development, operations, consulting and service management roles across government, mining and finance industries. Jason's latest challenge is to ensure reliability of services across Bankwest using Lean Service Management as Bankwest introduces Agile, DEVOps and Continuous Delivery techniques to increase the speed of delivering value to its customers. He is an ITIL Expert v2011 and has an ICAgile Professional Certification. Jason has recently presented at the Perth DEVOps Meetups discussing common ground with ITIL and DevOps.

Jason Lunghusen Client Computing Deputy Director, RMIT University As the Client Computing Deputy Director at RMIT University, Jason Lunghusen is responsible for leading the Client Computing team, managing and delivering services for three key client-facing domains at RMIT; desktop, printing & audiovisual. With over 15 years of User Computing space experience, Jason is skilled in the management of all aspects of IT support to ensure a high quality user experience and is focused on delivering critical projects by implementing innovative technology solutions. Jason graduated in 1996 at RMIT with a Bachelor of Applied Science and Medical Radiations; he completed his Masters of Business Administration in 2010.

Jason McCartney Motivational Speaker

Jason McCartney became a national hero in the wake of the Bali Bombings in 2002 and epitomises the Australian fighting spirit. His story is one of humanity overcoming adversity. Jason, a young Australian with an exceptional talent to play Australian Rules Football, was thrust into the hearts and minds of all Australians through his courageous fight-back from horrible burns he suffered in Bali. Few will forget his triumphant return to AFL football on the evening of June 6, 2003. He helped in scoring the winning goal, but his ultimate glory was a victory over terrorism and a ‘win’ for all those who survived Bali. Jason was awarded an OAM in October 2003.

John Hagley Client & Operations Support Manager, QSuper

After starting his IT career in the military, John's career has taken him through the retail, mining, construction, manufacturing and finance industries. Having faced many challenges in these roles, he has made understanding his client's needs the heart of his approach. As a result he has developed a reputation for delivering solutions that best match his client's needs. In his current role at QSuper John is responsible for all of the client facing services and hardware. QSuper has completed a yearlong uplift of its service desk and companion teams, achieving exceptional growth in client satisfaction ratings.

Karen Ferris Director, Macanta Consulting

Karen Ferris is an internationally acclaimed service management

professional with a reputation for providing both strategic and

practical advice, assistance and insights for organisations in their

implementation and maintenance of efficient and effective Service

Management. She has worked as a Service Management practitioner,

trainer, consultant and manager since 1994. In 2011, Karen authored

the acclaimed itSMF publication ‘Balanced Diversity – A Portfolio

Approach to Organisational Change’ introducing a new and innovative

framework for ensuring that service management changes become

embedded into the fabric of the organisation.

Kassandra (Kass) Singh Program Director, Australian Taxation Office Kass Singh is the Program Director for the Lockheed Martin engagement

with the ATO. Charged with ensuring the mission success for the Enterprise

Services Management Centre and the End User Technology Services

contracts, Kass has been instrumental in closing out on the transition

strategy to move the ATO away from a legacy IT services model to the

streamlined Service Integration model employed today. Kassandra has

excelled in the IT Service Management industry for the past 15 years, with

a heavy focus on the creation of a number of Service Desks, Level 2/3

Engineering Management Teams and the set up and management of

corporate enterprise Data Centres and Hosted Infrastructure Services.

Kathryn Howard itSMF Australia

Kathryn Howard is an IT professional with over 25 years' experience in IT service delivery and service management. She has experience providing policy/process assessment, change programs and service improvement initiatives in many prominent Australian financial institutions (including Macquarie Bank, St.George Bank) major telecommunications providers (AAPT, Alphawest) plus government agencies including Australian Securities and Investment Commission (ASIC). As an international speaker, she has presented for the itSMF US and UK, the itSMFNZ National Conference and often for itSMF Australia. She has also spoken at PINK13(Las Vegas), SITS13 (London) and the CACS Oceania conference in Wellington 2012. Kathryn is also a certified ITIL trainer and a current Board Member of itSMF Australia.

Kevin Smith Vice President and General Manager Cloud Business, FrontRange Kevin Smith is responsible for FrontRange's Cloud Business Unit, including all strategy, go to market and customer success activities for the growing portfolio of FrontRange Cloud applications. Kevin has a deep understanding of the service management market, having previously been responsible for product management, product marketing and corporate marketing for all FrontRange product lines. Kevin brings over 25 years of technical, management, and executive leadership experience in technology and software businesses. Kevin holds a Bachelor of Science in Chemical Engineering from Texas A&M University and a Master of Science in Computer Science from the University of Houston.

Korrine Jones Director, OD Consulting

Specialising in leadership and team development for virtual and

dispersed teams, Korrine has a passion for optimising the productivity

and performance of virtual, dispersed and remote teams. She delivers

outstanding keynote addresses, facilitates team development

processes and delivers dynamic leadership and management training

throughout Australia and internationally. Believing that individuals

and teams have the power to make an enormous difference, she

ignites the passion in people to do what it takes to achieve high levels

of performance. To complement her experience, Korrine holds an

MBA, Coaching Certification and is a Certified Professional of the

Australian Human Resources Institute.

Leslee Piper ITSM Tools Team, Department of Immigration & Border Protection As Manager of the ITSM Tools Team, Service and Configuration Management Section, Leslee has been with the Department of Immigration for almost a decade and has seen the implementation of numerous service management tools and processes in that time. She is a Departmental SME from all things service management and as such has worked on various major implementations. Leslee has been working in the service management fields for more than 20 years and is passionate about service management and its implementation and function in a government department. Leslee is ITIL Certified and has three cats.

Malcolm Fry Cherwell and ITSM Ambassador, Cherwell Malcolm Fry is a recognized IT industry luminary with more than forty years of experience in IT. He’s authored many best-selling books, articles, and papers on IT service management, including; Building an ITIL-based Service Management Department (2009) and ITIL Lite (2011). Malcolm has a new book being published in late May 2014 based on his Good Day Bad Day metrics system. In 2009, Malcolm was awarded the coveted Ron Muns Lifetime Achievement Award for his work in the service management space. Recently Malcolm was officially recognized as an IT Industry Legend.

Mansoor Styer Incident and Problem Management, Deloitte Incident and Problem Manager at Deloitte, Mansoor's experience spans across cultural and geographic boundaries in the area of people and process management. With strong roots in Service Desk Management, Mansoor developed his understanding through formal and informal channels such as Leadership Development Programs and Post Graduate study in IT Management at UTS. Mansoor's newest challenge takes him on yet another journey of opportunity to not only add value to the business through processes but also through accessing invaluable tacit knowledge.

Margaret Jones Australia Post Margaret Jones is the Head of Service Management at Australia Post, supporting the information, digital and technology strategy that is enabling Australia Post’s digital future. Margaret has extensive experience in service management and other IT operational roles and takes a pragmatic approach to service management. Australia Post is using its service management processes and toolsets beyond traditional ITSM functions to support business processes and improve the customer experience.

Mark Sammut Redcore

Mark has over 11 years’ experience managing and directing teams across the IT service management, identity management and cyber security space. He has worked within organisations and alongside organisations as a services provider. In his current role as manager of the cyber security practice for Redcore, his main focus is on delivering a range of cyber security consulting services, to customers assisting them in securing access to their digital application (social and mobile) services, traditional application services and information. Mark has the team focused on how these services can be delivered through a secure channel and be supported and managed utilising the ITSM framework.

Mark Smalley IT Paradigmologist, ASL BiSL Foundation Mark Smalley is a self-employed IT Management Consultant, specialized in application management and business information management. He is based in the Netherlands and affiliated with the not-for-profit ASL BiSL Foundation, APMG-International, GamingWorks and Pink Elephant NL. Mark is a founding member of the SM Congress and the Taking Service Forward initiative. He is also known as the IT Paradigmologist and has reached out to thousands of IT professionals at more than 50 events on 4 continents.

Michael Billimoria Director of Certifications and Qualifications, itSMF Australia inc Michael Billimoria is the National ITSM Practice Lead for UXC Consulting and Director of Certification and Qualifications at itSMF Australia. He is a skilled professional with a proven track record of successfully delivering ITSM projects that have realised tangible business benefits in complex environments. He has a strong people and business process focus which has allowed him to influence and then lead change in highly political environments across large numbers of cross-functional teams. With a background in successful customer service delivery, Michael is recognised for his ability to lead and motivate teams through change through the use of strong presentation, facilitation skills, and an ability to quickly understand team dynamics.

Michelle Pearce Service Transition Manager, QSuper Michelle Pearce has more than 15 years' experience in the IT industry leading small, medium and large teams. She has worked in the IT outsourcing, finance and government sectors and been responsible for delivering a wide range of IT services and their supporting processes. With strong experience across service operations, service level management and ITSCM, she has specialised in all facets of service transition over the past four years. Her focus is on implementing practical and pragmatic policies, processes and procedures to support the business, whilst creating a culture of continuous improvement and strong staff engagement.

Dr Neil Fraser Director of Strategic Planning & Information, Macquarie University As director of Strategic Planning and Information at Macquarie University, Dr Neil Fraser serves the community with both actionable insights and a strategic planning capability to remain at the forefront of academic and research excellence in Australia. He also teaches Analytics as part of the MGSM programs and has helped establish degree programs in Data Science at the postgraduate level and in Business Analytics at the undergraduate level. Prior to coming back to higher education Dr Neil Fraser worked over a period of 15 years in the business intelligence and analytics industry and has held senior executive roles Vodafone Australia , Vodafone New Zealand , Singtel Optus and Hutchison 3G Australia. In 2011 he won a global award for Location Intelligence with Ventana Research.

Nigel Dalton Chief Information Officer, REA Group Nigel has more than 25 years of IT and customer related experience across government, multi-nationals and four start-ups. He is a passionate lean and agile leader with experience applying systems thinking principles beyond IT and product development in the USA, Australia and New Zealand. In 2007 he joined travel publisher Lonely Planet as General Manager of Information Technology, becoming Deputy Director of Digital (web and mobile businesses) in 2010. During his time at Lonely Planet, Nigel transformed the IT group over two years into a world-class agile team, leading the transformation of

the digital business during the 2008 global financial crisis. In his current role as CIO of REA Group Australia, Nigel is responsible for the technology dimensions of the development and operation of the REA-Group's market-leading mobile and web property sites.

Paras Shah Consultant, Vital Interacts

Paras has over fifteen years' experience in business and technology consulting. He has offered consulting and advisory services to a wide range of commercial, public sector, educational and not-for-profit organisations to solve business and technology problems in areas such as business and IT strategy alignment, risk management, governance, management systems, security, business continuity, and business improvements. Some of his recent involvements include: ISACA Framework Committee Member (2012-current), Vice President, ISACA Sydney Chapter (2012-current), Member of Standards Australia's Quality Management Committee 'QR-008', Member of Standards Australia's Security Techniques Sub-committee 'IT-012-4' and Principal Author of the IT Risk Management Whitepaper 2013 published by the ISACA Sydney and Melbourne Chapters jointly.

Paul Jay Head of Innovation, Service Quality

Paul Jay brings 15 years of experience in IT Operations and IT Service Management to Service Quality, and is tasked with the role of aligning Cherwell with the latest ITSM processes. With formal qualifications in ITIL (ITIL Expert), Knowledge Management (KCS), IT Governance, Project Management and Training, Paul has worked with organisations including AMP, ServiceFirst IT, News LTD, ABC Broadcasting, Coffey, Telstra, and Lionco. Paul is an award winning practitioner renowned for both innovative and practical approaches to business improvements through operational excellence, process excellence and customer centricity. Paul has a wealth of experience implementing many ITSM and CRM Toolsets, ensuring that Tools improve efficiency and effectiveness that enable businesses to achieve their goals.

Paul Thomason Solution Consultant, ServiceNow

Paul has worked for over 20 years focused on ICT and specifically IT

Service Management. In this time he has undertaken varied roles

including advisor, practitioner, manager and teacher. Paul has worked

both with and for global organisations across Europe, ANZ and Korea.

In this time he has delivered over 30 enterprise ITSM projects and

many other initiatives. He is qualified as an ITILv3 Expert and certified

trainer. Currently, Paul is once again making a difference by helping to

lead the charge with one of the world’s most innovative and

successful SaaS based ITSM platforms.

Paul Wilkinson Director, GamingWorks Paul has been actively involved in ITSM for more than 20 years. He is the co-author of the ITIL publication ‘Planning to Implement IT Service Management’ and was a member of the ITIL advisory group for 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 the co-author and cartoonist for the itSMF 'Worst practice' publication ‘IT Service Management from Hell’, and is co-author of the ABC of ICT publications.

Peter Doherty Regional Manager Solution Consulting ANZ, ServiceNow

Peter Doherty is an ITIL V2 Master (Distinction) / ITIL V3 Expert, a contributing author to the ITILV3Service Operations Book and a Solutions Consultant Manager for ServiceNow. Peter has extensive Service Management experience across Asia Pacific and has quite a following as the 'ITIL Ninja'. He is a widely published on the subjects of Service Catalog, Service Management, IT Asset Management, Cultural and Organisational Change Management, and is a frequently requested speaker at forums worldwide. He is one of the foremost proponents of Service Portfolio Management, concentrating on driving IT to be more business relevant, focus on delivering value and meeting business needs.

Peter Hepworth Chief Executive Officer, Axelos Peter Hepworth is a globally experienced Executive with an exceptional track record in the FMCG, technology and entertainment sectors having worked across high growth emerging markets whilst living in the UK, USA and France. With over 25 years’ experience spanning sales, marketing, I.T., supply chain and finance, Peter has held senior international positions at L’Oreal, Sara Lee Corporation and Activision Blizzard, home of the hugely successful gaming franchise Call of Duty®, most recently running the UK & Ireland business as Managing Director. Peter is an economics graduate, chartered accountant, M.B.A. from Cranfield and A.M.P. from INSEAD.

Peter Nikoletatos Information Technology Directorate (Acting), University of New England

Peter Nikoletatos has more than 25 years’ experience in the Information and Communication Technology industry in both Australia and overseas. Over the years, he has held several senior appointments including CIO roles at The Australian National University, Curtin University, and the University of Newcastle and more recently a short term consultancy at the University of New England. Peter holds a Fellowship with the Australian Institute of Project Managers, is a member of the Australian Institute of Company Directors, the Australian Institute of Management and the Australian Computer Society. Peter has a particular interest in ICT strategy and its relationship to research, teaching and learning. He has worked closely with many of the leading global vendors to help shape ICT strategy.

Rachel Seaniger Senior Consultant, UXC Consulting Rachel is an ITIL Expert and ISO 20000 Practitioner. She has had over 15 years’ experience in IT with a focus on ITSM. Rachel has been an ITSM Consultant for 3 years, prior to that she spent many years in the Qld Public Service in predominately ITSM roles.

Ralph Gray IT Management Consultant and Trainer

Ralph Gray is an IT Management Consultant and Trainer with 40 years’ experience in IT. He covers four main portfolios - ITIL, ISO/IEC 20000, COBIT and PRINCE2. However, rather than treating these as isolated frameworks, Ralph usually looks for ways to integrate them together, achieving maximum value for clients. As a consultant and trainer over the last decade, Ralph's work has taken him to all parts of Australia and internationally including the UK, NZ, Europe, Asia and the Americas. He has been a speaker at itSMF events in Australia, NZ, Japan, South Korea and UK.

Rinske Geerlings Business Continuity Management Consultant, Business As Usual Rinske is an internationally known consultant, speaker and certified Business Continuity Management Trainer. She has worked with BBC, Toll, Shell, Lonely Planet, Boeing, Fijitsu, St George Bank, NIB, ASIC, various Government Departments and hundreds of other organisations around the globe. Rinske has presented in front of over 10,000 conference delegates worldwide, on topics like ‘How to get buy-in for BCM at all levels of the organisation’, ‘How to develop BCPs that don't collect dust on the shelf’ and ‘How to run eye-opening BCP tests/rehearsals that keep everyone engaged’. Rinske is also an immediate past Director on the itSMF Australia Board.

Rob England The IT Skeptic, Two Hills Rob England is a familiar face at LEADit conferences. He is an independent IT management consultant and commentator, based in Wellington, New Zealand. Rob is an internationally-recognised thought leader in IT Service Management and a published author of seven books and many articles, best known for his controversial blog and alter-ego, the IT Skeptic. Rob is an acknowledged contributor to ITIL (2011 Service Strategy book). For seven years, Rob was the newsletter editor for itSMFnz. Rob was awarded the inaugural New Zealand IT Service Management Champion award for 2010 by itSMFnz. He speaks regularly at international conferences.

Robert Stroud VP Innovation & Strategy, CA Technologies

Robert Stroud is VP of Innovation and Strategy at CA Technologies. He is dedicated to the development of industry trends, strategy and communication of industry best practices. Rob is a strong advocate for the governance, security, risk and assurance communities working closely with the community to author, develop and communicate standards and best practices. Rob also advises organizations on their strategies to ensure they drive maximum business value from their investments in IT-enabled business governance. Rob has contributed to multiple industry standards and frameworks and is a frequent author, social media luminary and sort after keynote speaker.

Dr Rodney Jarman Lecturer, Curtin University

Dr Rod Jarman is a Lecturer at the School of Information Systems at Curtin University. He lectures in IS/IT Management. He has been in the IT industry since 1985 and prior to Curtin worked implementing systems and resurrecting failed implementations in organisations including Centrelink, Matilda Bay Brewing Company and Toms Tyres. His PhD is in virtual team work where he studied how to assess and improve their performance. It is from this research into team environments that he started to investigate the idea of why 'the right things do not get done'. He has been researching psychopathy in IT for the last two years.

Sandra Hinchcliffe Quality Manager, Thales Australia

Sandra is a confident senior manager, capable influencer and

negotiator with 20 years’ knowledge and expertise in Compliance,

Assurance and Integrated Management Systems in IT Outsourcing,

Finance, Minerals and Mining, Government and Facilities Management.

Sandra enjoys building diverse quality frameworks, and has a passion

for training internal auditors as well as engaging with staff on tips how

to embrace internal auditors for improvement opportunities.

‘Knowledge is power’ says Sandra, and all you have to do is understand

how to ‘Plan, Do, Check and Act’. Quality needs to become ‘business

as usual’ for each team member. Sandra was awarded the 2013 itSMF

White Paper of the Year for 'Embrace Your Auditor, in Seven Easy

Steps’.

Sean Mathieson Executive GM, Emerging Solutions & Strategic Opportunities, UXC Sean Mathieson was appointed to the role of General Manager Emerging Solutions & Strategic in January 2104. In this role Sean is responsible for UXC’s overall solution strategy and roadmap as well as acquiring and managing strategic client, alliance and partner relationships. Sean has many years of experience in the strategic positioning and delivery of multiple enterprise technology solutions and has deep knowledge and understanding of the ICT market both current and future. Prior to UXC, Sean has held senior executive roles at Oakton, Siebel/Oracle, Ariba and SAP. Sean has a Bachelor of Science from Monash University.

Shane Johnson Principal Consultant ITSM, The ITSM Hub Shane has over 20 years of IT management experience, gained in military, government, and private enterprise both in Australia and internationally. He specialises in IT service management using the ITIL framework, and related frameworks/standards such as COBIT and ISO/IEC 20000. In addition to conducting ITIL training and delivering ITIL-based consulting services, Shane is a frequent speaker at IT Service Management conferences in Australia, New Zealand, and North America. He has undertaken product research and development in the ITIL framework and authored several articles on IT Governance, Service Management Standards, and ITIL Version 3 for industry publications. Shane has qualifications as an ITIL Expert, ITIL Version 3.

Simon Roller Managing Director, Adaps Consulting

Simon Roller's career started in the UK, where he worked in IT Operations and Data Centre management for Fortune 100 companies. On moving to Australia, Simon joined Hewlett Packard and continued to provide consulting services in IT Best Practice and Data Centre automation. Simon held a variety of country, regional and global roles during his time at Hewlett Packard, including business management, marketing and strategy. Simon holds an ITIL v3 Expert Certification, is a distinguished professional in service management, Certified Information Systems Security Professional (CISSP), a Certified Information Systems Auditor (CISA), Certified in the Governance Enterprise IT (CGEIT), a Charted IT Professional, Fellow of the BCS, an Accredited SFIA consultant and a member of the SFIA Council, itSMF, ISACA.

Steven Papaleo Identity and Access Management Practice Lead, Redcore Group

Steven has over eleven years' experience in the Identity and Access Management arena and leads the Identity and Access Management practice for Redcore. Steven has extensive experience in all aspects of Identity and Access Management, including strategy and roadmap development, business case development, requirements definition, architecture, design, implementation, on-going support and maintenance, and project management, and has worked with all of the key vendors. Steven also has an in-depth understanding of IT Security principles and is able to apply this to provide a holistic view of Identity and Access Management within the larger security context.

Stuart Rance IT Service Management Consultant, Optimal Service Management

Stuart is a consultant, trainer and author who helps clients use service management to create business value for themselves and their customers. He is a regular speaker at itSMF and other events, a senior ITIL examiner, a Chartered Fellow of BCS (FBCS CITP), a Fellow in Service Management at prISM (FSM), and a Certified Information Systems Security Professional (CISSP). Stuart is the author of ITIL Service Transition, 2011 edition, and co-author of the ITIL V3 Glossary. He has written many service management pocket guides for itSMF and for the official ITIL portfolio.

Suresh GP Global Delivery Leader, Hewlett Packard Suresh GP has more than 13 years’ experience and has a wealth of

experience in different facets of ITSM, IT Governance, Program

Management & ISO Standards. Over the years, he has performed

diversified roles that included ITSM Consultant/Solution Architect/

Program Manager/Business Consultant and Architecture & Standards

Governance Manager. Suresh is a certified ITIL V3 Expert, CGEIT,

PMP, ISO 20000 Practitioner and ISO/IEC 20000 & 27001 Lead

Auditor, a regular blogger and speaker in National &International

Forums. Suresh was awarded the ITSM Contributor of the Year 2013

by itSMF Singapore. He is the host for ITSM India Podcast and serves

as Board of Director at itSMF India