Aprill Allen

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Aprill Allen is a knowledge management consultant and freelance writer. With 13 years’ experience in IT support, she has a passion for bringing better knowledge management practices to IT teams, everywhere. Aprill has presented her award-winning white paper A Simple Guide to Creating a Knowledge Base internationally, and her work can be seen at the ITSM Review and on the Zendesk blog. You can find her at knowledgebird.com.

Janet Holling

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Janet Holling is a senior manager in IT at Bupa Australia holding the role of Operational Services Manager, and a service and customer focused professional and service management practitioner with over twenty years experience in service industries. She gets her kicks leading effective teams, driving operational improvements and delighting customers. She’s accountable for the management of end to end services, including service reporting, availability, incident and problem management, service improvement, change, configuration, release and service transition. I am the membership coordinator for the ITSMFA Vic branch, a committee member for three years.

Kevin Byrne

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Kevin Byrne has over 25 years IT experience globally including Europe, the Middle East, Australia and Asia-Pacific. For the last 13 years Kevin’s focus has been on ITSM. He is passionate about assisting IT organisations to become customer centric and service oriented. Significant track record of success on large scale implementations including Remedy at a large financial institution (Lucid IT Project of the Year 2010) and ServiceNow at a managed services provider. Skilled at crafting outcomes by drawing on multiple best practice frameworks and standards including COBIT, PRINCE2, ITIL and ISO/IEC 20000. Kevin is also a highly regarded trainer having trained hundreds of people in ITIL and PRINCE2.

Lisa Findlater

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Lisa Findlater has worked in the IT industry for over 20 years, holding a number of different roles starting in service desk, and progressing to development and application support roles. Lisa has held management level roles within IT for over 10 years, with a specific focus on service management for the last 3. Lisa completed the ITIL V2 Service Managers Course in 2009 and went on to achieve ITIL V3 Expert in 2011. In her current role as SDM at SJGHC her focus has been on a major process improvement project driven by a contract with WA Health to operate the Midland Public Hospital.