Matthew Burrows - Principal Consultant, BSMimpact

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Matthew currently serves on the SFIA Council, is Chair of the itSMF International Ethics Review Board, and contributes to the service management industry and the development of best practice – including as Design Authority for SFIA V6.

He is an ISO/IEC 20000 qualified consultant and auditor, and SFIA Accredited Consultant, specialising in implementing pragmatic business service management solutions rather than just theoretical consulting. He has considerable practical and operational experience of Service Management.

Matthew’s authoring credits include SFIA (Skills Framework for the Information Age), Service Management, Portfolio and Programme Management methodologies, white papers, books, articles and publications.

Aileen Cater-Steel - Professor of Information Systems, USQ

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Aileen Cater-Steel’s research interests include IT Service Management, IT Governance, e-learning, and research supervision. She has led two Australian Research Council Linkage projects in the area of IT Service Management. She is responsible for the Memorandum of Understanding between itSMF Australia and USQ. Aileen’s work has been published in many international academic journals. She has presented at many international conferences and published three edited books including one on IT Governance and Service Management. Prior to her academic career, Aileen held senior IT positions in organisations in the public and private sectors.

Rob England - The IT Skeptic

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Rob England AKA the IT Skeptic, an IT consultant and commentator. Although he works around the ITIL industry, he is self-employed and explores other non-ITIL ventures. He has twenty years experience mapping business requirements to IT solutions, ten of them in service management. He has written many articles and papers, and several books. He is active in the itSMF (the professional body for ITIL) and a member of ACM, ISACA and the NZ Computer Society. He is also a paid-up Skeptic. He has been around. He lives with his son in a small house in a small village in a small country far away.

André Snoxall - Chief Information Officer, NSW Health

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André Snoxall has worked in ICT roles since 1977 when he commenced his career as a Trainee Computer Operator with the, then, Telecom Australia. After achieving his formal tertiary qualifications at Charles Sturt University Wagga Wagga in 1991 André struck out as a professional working as a computer programmer, application support officer, and systems analyst before settling into a career as a manager which has spanned the mining, higher education, e-commerce and health sectors.

The past 16 years have seen André working in CIO and other change-leadership roles in New Zealand, the UK, Qatar and Australia. He brings to the conference a unique experience and a CIOs perspective on service, service management and the evolution of ICT.

Glenn King - Chief Executive Officer, Service NSW

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Mr Glenn King started his role of establishing and leading Service NSW in November 2012. Glenn is passionate about putting the customer at the heart of everything he does and has demonstrated his ability to deliver award-winning results in customer service, employee engagement and financial performance.

Glenn has an extensive background in customer service, distribution, operations, economics, business, employee development and organisational change. He is an experienced executive, having worked in finance, banking and not-for-profit sectors domestically and internationally.

Erin Casteel - Managing Director, Veridity Pty Ltd

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Erin Casteel is the Chair of the group within ISO responsible for the ISO/IEC 20000 series, managing the program of work through development to publication. ISO/IEC 20000 is the International Standard for Service Management. The ISO/IEC 20000 series today comprises 10 parts and includes requirements and guidance to support the full service lifecycle to deliver business value and work effectively with a shared vision. ISO/IEC 20000 is now being updated for the 3rd time with a focus on Service Integration, governance and management across a supply chain, cloud services, the needs of very small organisations and Benefits Realisation.

Erin is also Managing Director and Principal Consultant of Veridity, helping Australian and international organisations design, implement, run and improve ICT Governance and Service Management, leading to greater efficiency, profitability and productivity.

Claire Brereton - Principal, Brereton Consulting

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Claire is an independent consultant who focusses on ICT Governance and strategy. Over her career, she has worked for a major vendor, private industry, not for profits and government, giving her a broad perspective to draw on. She aims to create value through the alignment of ICT strategy and delivery priorities with business. Currently, she is consulting in the Health sector whilst building a new career as a non executive director. She is an advocate for standardisation to enable businesses to differentiate themselves and to help customers to make informed choices. As an Australian representative to ISO, she participates in development and review of global standards on Corporate Governance of IT and Service Management standards for small business.