He has been a company director for 20 years in the health and well-being industry where he designed and delivered staff development programs for hundreds organizations.

Prior to that he worked for five years in a cardiac rehabilitation program where he wrote the internationally distributed book “Better Blood Pressure”.

He has diverse experience working with people at all levels of business, cardiac patients, young offenders, elite athletes and remote island communities.

Rob founded Its Time Foundation that installs solar power in remote Pacific island schools so, those kids can have a modern education.  He also founded the Plastic Free Oceans platform.

Rob’s focus is simply to encourage people to take a brief time out in their busy lives to consider their most important asset – themselves.  And to get you thinking about sustainable actions that you can do so you have a long and high quality life.

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Kellie is a global leader working in Hong Kong and the Unites States delivering strategic business solutions to organisations.  This is achieved through a unique mix of transformational, technical, process. change management and technology leadership capabilities delivered in multinational organisations.

Kellie has pioneered Robotic Process Automation and Artificial Intelligence initiatives and is a trusted advisor in the changes happening and impacts on companies.

Her background in Lean Six Sigma and Agile skills to optimise business processes through “systems thinking” and her many years leading technology transformations has her now leading the charge on the 4^th Industrial Revolution.

Kellie has a Bachelor of Science degree from Florida, USA and is a Six Sigma Master Black Belt and Lean Consultant.

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Globally recognised as the Knowledge Bird, Aprill Allen is a knowledge management consultant, certified Knowledge Centered Service^Ⓡ trainer, and creator of Keys to a Kickass Knowledge Base. She is a past director of ITSMF Australia and has been a contributing author to several industry publications.

As an angel investor and advisor, Aprill helps CEOs of growing startups establish the processes they need to push through the growing pains of scaling their customer support and service functions. For service management teams in complex environments with competing demands, Aprill brings her pragmatic approach to improving outcomes with knowledge management.

Her 14 years’ experience in customer support took her from dial-up modems at One.Tel to broadband network operations for Optus, and then batch operations and IT support for the Police Bank. Each frustrating and stressful experience further motivating her to promote better knowledge management for everyone—from scale-ups to large-scale enterprises.

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Breed Barrett of Macanta Consulting has been involved in the Service Management Industry for the last 22 years. She served on the Board of itSMF in 2006 and 2007. In addition, she contributed to the Victorian branch committee over her time in the industry.

Breed is now focussing on her other interests as an author and transitions counsellor, having been immersed in giving guidance for 30 years. Her first book has been inspired by her own experience in dealing with negative thoughts and by learning to understand and work through them.

“Choose a Better You” offers a means of self-empowerment through understanding how and why we feel and react the way we do to life’s challenges. Through words, Breed encourages you to look deeper, acknowledge and accept these aspects of our self. She believes, through understanding, we can grow and consciously choose to move forward for the better.

In “Choose a Better You”, Breed presents you with words that provoke a range of emotions. With sage advice and poignant quotes, this book is sure to support you on your journey through life.  https://www.danucelticmystery.com/choose-a-better-you

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Ben Bassos is a partner at enterprise IT specialists Pipefish and has over 18 years experience across a range of diverse organisations, including mining, government, higher education and gambling entertainment.

Over the last 9 years Ben has worked on the ServiceNow platform and has developed a wealth of knowledge running agile sprint teams in his role as a scrum master.

Ben has fine-tuned his agile process to deliver a high volume of work each sprint, exceeding industry benchmarks in productivity (100% planned stories released to production), quality (<5% defect rate during defect warranty period) and customer satisfaction (>95% CSAT).

Ben is deeply passionate about technology, innovation and digital transformation and prides himself on delivering solutions which return measurable value to the business.

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As a value focused Service Management Consultant, Tristan believes in keeping things simple and in the power of effective relationship and continual improvement. He thrives on developing effective communication, building relationships and getting everyone on the same page to drive results for the customer.

He has experience across a range of industries including higher education, telecommunications, managed services, manufacturing, insurance and entertainment; and a broad experience covering most aspects of ITSM, with interests including skills management, Service Desk, effective process design, Business Relationship Management, Knowledge Management, Customer Experience Management and Operating Models and Organisational Change.

Tristan’s background and experience provide him with an insight into the demands and needs of customers and the responses (successful and otherwise) of service providers to these needs.
After 25 years in service delivery and service management roles, he has some experience, some bits of paper and some war stories he’s usually willing to share over a glass of Shiraz.

After seven years as President of the New Zealand chapter of itSMF, Tristan stepped down in 2016 and is now a life member of itSMFnz.

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Darren Bourke is a Service Delivery Manager at eSolutions, Monash University and is currently the Service Owner for all services delivered under Digital Transformation (including Monash’s Web and CRM platforms, and the enterprise Student Management System).  His current passion is improving vendor management and promoting the need for improved Business Continuity. Previously within Monash University, Darren was the Manager of a large Desktop Delivery team and was Project Manager for the Desktop Services Transformation Programme. Early in his career, Darren was a Behavioural Zoologist and a Medical Researcher studying Parkinson’s Disease.

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Julie Burke is a Service Management & operations specialist, and thrives on defining & embedding Service Management competencies from the ground up. Originally from the UK, since joining Suncorp Julie has established and now runs the Service Management Office & Platform Support within the Chief Data & Transformation Office. In this role, Julie has recently delivered a multi-million project to establish a new fully managed support service that’s built on a ITIL foundation whilst still supporting Suncorp’s highly agile workplace. Through the delivery of this project, Julie has also established the first AI automated support solution of its kind within Suncorp.

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Alan is an IT Service Management professional with over 30 years’ experience in the industry, having worked for market-leading ITSM organisations and been fortunate to travel the world, from Manchester to Moscow and beyond, consulting, implementing, training and now selling the world’s best of breed ITSM software. Alan is also ITIL v3 certified to Expert level and is a certified ITIL trainer.

Alan originally hails from Scotland and has been an Australian citizen for over 8 years. He is a keen golfer and watcher of any and every sport. Alan is known to enjoy the occasionally post show beverage or two.

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Shane Chagpar is a Senior Engagement Manager and Global Technical Lead at Kepner-Tregoe. With more than 20 years of professional experience in all things IT, including developing over 2,700 managers and conducting over 200 workshops focused on solving the “unsolvable”, Shane is an industry expert in solving wicked problems. Shane invites you to “be his guest” this year as he returns to itSMF this year to bring his expertise, insights, and charming Canadian wit to talk about what you can do to improve your customer experience, from ho-hum, to world-class!

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Mark co-founded inGenious AI to enable organisations to create a customer experience based on conversational language, as it’s the most natural interface for humans to use and understand. The inGenious AI chatbot CMS platform enables simple, familiar interactions via voice or text that people enjoy connecting with, and will change the way great customer service is perceived.

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As lead consultant at CATALYNK Limited, Beth is a Certified Knowledge-Centered Service (KCS®) and Intelligent Swarming trainer, authorised by The KCS Academy and the Consortium for Service Innovation. She offers training, facilitation and project leadership in knowledge management informed by Knowledge Centered Service (KCS®) and Prosci® Change Management methods.
Her work includes knowledge maturity assessment, strategy and approach,training and coaching teams in the adoption of new ways of working with knowledge, profiling and intelligent matching. In this presentation she’ll present the approach needed to move to Intelligent Swarming, often called ‘collaboration on steroids’ and provide examples of its use to dramatically improve customer service and support experience.

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Paul’s ICT career started as a Mainframe operator in 1981 through IT management to ITSM consultancy with some video and outside broadcast in between. Paul arrived in Australia in 2001 off the back of the first ITIL wave and decided to stay! Specialised in process assessments and co-founded Assessment Portal in 2007. Merged with UK business in 2015 to become the CEO of SkillsTx, now specialising in digital skills management.

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With over 25 years’ service management experience, Simon Dorst is well known in the industry.

He was a Lead Architect for the Scopism Service Integration and Management Professional Body of Knowledge (BoK) and a founder member of the SIAM Foundation BoK architect team, as well as a Subject Matter Expert for both EXIN and BCS in developing the accreditation around this. The team was awarded Thought Leaders of the Year at the Professional Service Management Awards by the itSMF UK (in 2017).

Simon has been an active committee member of various service management groups and forums for many years, including the itSMF in WA. He shared the award of ITSM Thought Leader of the Year (with Michelle Major-Goldsmith) and was named the Service Management Champion of the Year in 2018.

He is passionate about service management and keen to share his knowledge.

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Rose is the ITIL and DevOps Lead Instructor at DDLS. Since 2004, Rose has been 100% dedicated to IT Service Management consulting and education and has successfully delivered ITIL related training to thousands of people in Australia, NZ, Singapore and Hong Kong, including corporate executives, business and technical managers, technical specialists, service desk staff and business (non-technical) staff from a variety of industries at small and large organisations. Rose has worked in the implementation and improvements of ITIL processes in a variety of industries in large and medium organisations in Australia.

Rose has also been recognised for her contribution to the IT Service Management community in Australia while volunteering to the itSMF Victoria Chapter, for leading the Victoria Chapter as Chairperson for 3 years and as a Director at the itSMF Australia National Board. She has been a member of the Victoria Chapter management committee since 2007 and is still contributing in the promotion and further develop of ITIL and other ITSM related practices. Rose often presents at conferences, seminars and meetups and other events. She also produces articles published online and takes part on the revision of ITIL and DevOps publications.

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Vanessa is an exceptional customer focused Leader with over fifteen years’ experience in Service and Project Management.   Having worked across multiple projects and operational roles, she specialises in bringing all components together from business, technical and management to achieve a common goal.   Vanessa’s ambition to improve processes and simplify ways of working has seen her embed ITIL service management practices across the data analytics Reporting and Visualisation platform in Suncorp.   Vanessa is passionate about helping people, and improving how individuals and teams connect and communicate.  Through offering individual coaching, Vanessa has influenced and driven knowledge of best practice ITIL service management across her portfolio and the wider Suncorp domain.

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Karen is a self-professed service management and organisational change management rebel with a cause.

Acclaimed internationally as an author and speaker, with industry acknowledgement of her reputation as a Thought Leader, she provides both strategic and practical advice and insights to her audiences.

Her ability to share her experience and knowledge ensures that everyone is empowered to make a difference within their organisation.

In 2011, Karen authored the acclaimed 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.
This year saw the publication of Karen’s second book “Game On! Tactics to Win When Leading Change is Everyone’s Business”. In this book, Karen introduces us to the tactics needed to be resilient and successful – tactics that enable you and your organization to triumph in the face today’s challenges of constant change.

In 2014 itSMF Australia bestowed her with the Lifetime Achievement Award for her contribution to the industry.

For the last three years she has been voted one of the top 25 thought leaders in service management by HDI. In 2017 the Business Relationship Management Institute presented her with a Global Excellence Award and in 2018 Change Management Institute (CMI) awarded her the Rebel Award for “The person breaking all the rules to make things better for all”

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Rinske is a multi-award winning, internationally known and certified Business Continuity, Information Security & Risk Management consultant and trainer.

Rinske has been changing the way organisations ‘plan for the unexpected’. She applies a fresh, energetic, fun, practical, user-friendly, innovative approach to topics often perceived as dull and cumbersome.

She was awarded Alumnus of the Year 2012 of Delft University, Australian Business Woman of the Year 2010-13 by BPW, and Risk Consultant of the Year 2017 (Australasia) by RMIA.

She started her firm, Business As Usual, in 2006 and has successfully competed against the Big Four to work with prestigious clients including 13 Central Banks, APEC, BBC, Toll, Shell, Boeing, Fuji Xerox, Fujitsu, Rabobank, Cardtronics, Government Departments and 100s of other organisations worldwide.

Her alter ego includes being a jazz singer at SophieG Music. She also involved in major music projects contributing to the global charity Playing For Change, which provides music education to children in disadvantaged regions.

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Wayne Gerard is the co-founder and CEO of RedEye.

RedEye is a leading global enterprise software as a service company that develops solutions for organisations and design, build and operate critical infrastructure and large capital assets. RedEye’s clients manage over $200b worth of infrastructure using RedEye solutions.

Wayne is a member of a number of industry bodies, academic and government advisory boards, he’s an advocate for innovation and the development of local startup ecosystems that accelerate the potential and competitiveness of capital-intensive industries.

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Ralph Gray is an IT Management Consultant and Trainer, with over 40 years’ experience in IT. He is now semi-retired.
He covers four main portfolios – ITIL, ISO/IEC 20000, COBIT and PRINCE2.
Much of his work as a consultant has been in the field of improvement through the use of audit and assessment, advising management and governing bodies.
As a consultant and trainer for more than a decade, Ralph’s work has taken him to all parts of Australia and internationally – to UK, Europe, NZ, Asia and the Americas.
He has been a regular contributor to itSMF in Australia for more than 15 years and has been a speaker at itSMF events in UK, NZ, Japan and South Korea.

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Greg Hinwood is a service improvement specialist working with international organisations to align internal IT processes to the needs of their colleagues.  He specialises in transforming colleague services by establishing new service models in front line support, overseeing the design and deployment of new service catalogue items and redesigning IT processes.  He has written and operated Incident, Problem and Change Management processes as well as Service Transition and colleague onboarding.

Greg is currently the head of service delivery for Aon (Asia Pacific) serving over 6,000 colleagues and works with counterparts in other regions to provide process improvements in colleague technology services globally.  Previously he has worked at IBM and CSC in Australia and Verizon in the US.

Greg lives in Sydney and is a member of the New South Wales itSMF committee.

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Head – SIAM & CFS

Larsen & Toubro Infotech (LTI)

Sumit Jha is an author, a thought leader and an expert in IT strategy, SIAM, ITSM and Transformation. He heads SIAM & CFS function for L&T Infotech and has been instrumental in setting-up and managing the Service Management practice in multiple organizations. Being a visionary and a powerful strategist, he has developed strategies for the creation of next generation service management offerings and go-to-market strategies. He has worked as a consultant for various customers in the Banking & Finance, Telecom, Media, Manufacturing, Healthcare and Energy & Utilities sector across the globe, and has helped define and evolve their organizational policies for service management and shape their IT strategy.

Sumit has co-authored one of the world’s first book on SIAM, ‘Making SIAM work: Adopting Service Integration and Management for Your Business’ (first Book on SIAM). He is also an author for ’Tackling Roadblocks During IT Implementation’.

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Ian is a pragmatic architect of digital and ICT organisations and as a management consultant, he provides trusted advice on IT strategy, operating models and service management. Ian is a Brisbane-based Associate Director with KPMG Australia and has worked in ICT for over 20 years.

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Sakshee Kohli is a highly experienced and dynamic IT Executive with a deep passion for delivering “Business Value”. At Tech Mahindra, as Head of Delivery for Suncorp engagement, she is responsible for excellence in service delivery and to build executive level relationships, while developing and maintaining trust which enables her to identify customer needs and challenges and propose solutions and service offerings to address those needs. Focusing on the future of IT Service Management, Sakshee is an evangelist in service management automation and simplification of service delivery wherever possible. Originally from India and now based in Melbourne, Sakshee has embedded a culture change within the partnering to Suncorp’s Chief Data & Transformation Office that challenges the norm and encourages innovation.

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Kenny Little has worked in the IT industry for more than 20 years; with 15 of those entirely focused in IT Service Management, Cloud Management and IT Business Management. In particular, he has formed detailed views about the continued necessity for ITSM but also how it needs to successfully adapt to the new pace of digital business and opportunities that new technologies bring. Kenny is now the Director for Alemba Asia Pacific.

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The Director of KayJayEm Services, Katrina Macdermid is rapidly becoming globally identified as a Human Centred ITIL Service Design expert; presenting her unique concepts both locally and internationally to IT Professionals, Executives & CIOs.

Most recently, Katrina is now an author of ITIL 4 and author of 2 white papers. Additionally, Katrina has been appointed as an Advisor to a Board representing over 180 Airlines.

KayJayEm Services unique framework: Human Centred ITIL Service Design challenges traditional support models and IT metrics typically used to determine how well (or not so well) an IT department is performing.

The framework integrates the needs of users, their needs, environment, motivations and perhaps most importantly, their desire to use IT services and shifts the focus from features and functions to a focus on customers and customer outcomes.

Katrina is an ITIL Ambassador and expert in the integration and creation of her framework; Human Centred ITIL Service Design. A qualified ITIL Master – the 3rd person in Australia and 34th globally – and Human Centred Design Consultant, Katrina has a solid background and history of managing large transformation projects valued up to $2 billion with some of the largest national and international globally recognised organisations.

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Glenn Mackenzie has over 30 years of experience in the aviation industry, starting in the late ’80’s as a pilot for both the Australian Army and RAAF where he flew and instructed on both fixed and rotary wing aircraft operationally for a period of 11 years. This was followed by a further 11 years as an airline pilot for Qantas Airways flying long haul on the Boeing 747 and short haul on the Boeing 737. During his time with Airservices he has primarily been involved in management roles in the air traffic control operational environment. In his role as Air Traffic Management Service Manager he is responsible for the leadership, management and operational efficiency of the North East domain encompassing airspace and control towers from north of Sydney to Cairns. He is currently leading Airservices’ Digital Information Program, partnering with Deloitte and McLaren Applied Technologies to transform operational decision making through the development of a ‘Digital Twin’ of Australia’s air traffic network.

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With over 25 years’ service management experience, Michelle is well known in the industry.

She was a Lead Architect for the Scopism Service Integration and Management Professional Body of Knowledge (BoK) and a founder member of the SIAM Foundation BoK architect team, as well as a Subject Matter Expert for both EXIN and BCS in developing the accreditation around this. The team was awarded Thought Leaders of the Year at the Professional Service Management Awards by the itSMF UK (in 2017).

Michelle has been an active committee member of various service management groups and forums for many years, including the itSMF in WA. Last year (2018) she shared the award of ITSM Thought Leader of the Year (with Simon Dorst) and was named the Service Management Champion of the Year in 2017.

She is passionate about service management and keen to share his knowledge.

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Christine McNamara has joined BMC to lead the Helix Australia/New Zealand Business. With over 3 decades of consulting experience, Christine has worked with many Technology leaders, developing and delivering their Technology Strategy, engaging with the Business to ensure the realisation of the business benefits through the real-time monitoring of critical business functions.

Christine has worked across a range of industries: Finance, Banking, Transport, Retail, Telco, Government and Managed / Professional Services organisations.

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Steve Mitchell is the Incident & Request Process Owner (+ Technology Major Incident Manager) at eSolutions, Monash University. He also has a second live in job for the University as a College Head (responsible adult for 200 teenagers/students 10+years). His current passion is restoring services as quickly as possible and investing in data driven decisions – especially as it relates to the Problem Management – the prevention of major incidents (only a little bit of self interest there). Earlier in his life, Steve had a passion for running large computer gaming events and building large scale computer networks as the Network Operations Manager for the University. Currently investing in his three kids and is a Scout leader and volunteer for NDIS programs in his spare time.

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With over 20 years of experience in a range of industries, Brett is all too aware of the many challenges with IT support and associated ITSM tools. Having held most support roles, Brett’s passion now lies in promoting the System Center platform. He has designed and implemented System Center and Cireson to customers in both Australia and globally. Joining the thought leaders in System Center Service Management and Asset Management, Brett is a frequent blogger and contributor to the Cireson Community and other online forums. He also hosts monthly Adelaide and Canberra Microsoft IT Pro Communities, as well as webcasts on technical or business process topics.

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Lee is an experienced technology leader with over 20 years’ in the utilities sector. With a background across Strategy, Program and Project delivery, Business Relationship Management and Business Analysis, Lee currently heads Technology Operations for the Water Corporation of WA, accountable across IT Infrastructure, IT Service Delivery and Service Integration

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Harold Petersen is a management consultant with over 25 years of experience, specialising in areas of Digital Strategy, DevOps, SIAM, ITSM, ICT Governance, Information Security Governance and Project, Programme, Portfolio Management.

He has lived and worked in Asia Pacific, Australia, New Zealand, Europe and Africa.

Recent roles include:

DevOps Lead, DevOps and Agile Coach, P3M Audits, Digital Transformation Assurance, Digital Strategic Blueprint design, DevOps accreditation training, DevOps Simulation (Gamingworks ‘Phoenix Project’), DevOps assessment and implementation, SIAM Operating Model Design, SIAM transformation planning and management, Project, Programme and Portfolio Management health checks, audits and assurance.

Harold holds the ITIL Master certificate and has been a DevOps, ITIL, COBIT, MSP, P3O, PRINCE2 and PRINCE2 agile accredited trainer and implementer since 1994. He was itSMF Australia and itSMF Singapore national council member and itSMFI-IEB director and is a regular speaker at itSMF, PMI and ISACA.

Harold is married, has two daughters and lives in Canberra.

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Ashok Prajapati is currently a technical Presales Solutions Consultant for the IT Operations Management portfolio within Micro Focus. Ashok moved to Australia in 2011 from London, UK and worked with Hewlett Packard Enterprise software division before the merger with Micro Focus in 2017.

Ashok has been in lead technical roles in systems management and operations in the U.K and Australia for over 15 years now, working for some of the largest companies in their industry sectors including  Bank of America, Barclays Bank, IBM, Marks & Spencer and Westpac here in Australia recently. He has also previously worked in professional services for both HP in Australia and major consultancies in the UK. Now working as a Presales Solutions Consultant working with some of the largest companies in Australia, helping customers transform IT Operations into analytics-driven, intrinsically automated, and increasingly collaborative environments, making IT smarter and more responsive. Ashok lives with his family in Sydney.

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As a Manager, Brad builds and leads teams that deliver outstanding services while improving the way we provide them.  As a Consultant, he focused on addressing the dilemma in the need to cut costs whilst improving customer sentiment and service performance.  Senior Consultant with Dialog Information Technology, Chair of the itSMF Committee (Victoria).

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Rachel has been in the ITSM industry for over 20 years currently working in aviation industry as a Business Relationship Manager.  A role which she finds both challenging and rewarding.

Rachel has spent a number of years as an ITSM Consultant and particularly enjoyed facilitating ITSM training nationally and internationally.  She has qualifications and training accreditations across many of the ITSM frameworks and is particularly passionate about organisations integrating frameworks to ultimately improve delivery of value to customers.

Being a Queenslander she is very excited to have the National Conference back in Brisbane this year and reckons it is going to be the best one yet!

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