Stream chairs

Jeff Bell started working in the IT industry in 1995 as a Help Desk Operator. In the following years, he has continued to learn and skill himself in many fields supporting his life role and assisting users to derive value out of the people they encounter, the process that they work under, and the technology that they work with.

Jeff’s first ITIL certification (V2) was in 2000. With this, he finally found a method that made sense of the IT environment he worked in and found support and guidance in the form of the itSMF membership. He studied Project Management to understand how services were transitioned into operations and Organisational Change Management to better understand why projects seemed to fail the users they were supporting. Jeff completed his Cert IV in Training and Development so he could train people in these wonderful practices and even studied Neuroscience to better understand those that he was training.

He now works in a very dynamic company helping people find the value of the technology they have chosen. Whether it is a software or hardware roll out – or to better understand their processes. The work brings together all his knowledge, skill and passion so that he can focus on value and adoption for our customers and their end users.

Service Management Fundamentals chair

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Kevin Byrne has over 25 years’ IT experience globally including Europe, the Middle East, Australia and Asia-Pacific. He has a significant track record of success on large scale ITSM implementations including Remedy at a large financial institution and ServiceNow at a managed services provider. He is skilled at crafting outcomes by drawing on multiple best practice frameworks and standards including COBIT, PRINCE2, Agile and ITIL. Kevin is also a highly regarded trainer having trained hundreds of people in ITIL and PRINCE2.

Supercharging Service Management stream chair

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Simon Dorst is Kinetic IT’s Manager for Education and Learning. ITIL trained in 1992, he has spent most of his career educating and advising people and organisations of its benefits and application, across the Netherlands, Singapore and Australia. To him, ITIL is nothing more (or less) than common sense, written down, and as such, it is undeniable, but also easily combined with other frameworks such as COBIT, MOF, DevOps, Agile, PRINCE2, OBASHI or in this case SIAM. Simon is a State Branch Chair for and frequent contributor to itSMF Australia. He goes by the pseudonym of the ITIL Zealot.

Advanced Service Management co-chair

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Michelle Major-Goldsmith is the Service Management Capability Manager with Kinetic IT. Her role is not to ‘just train’ but rather to educate, mentor and advise Kinetic IT staff and its customers in the principles of service management and the practical application of the many frameworks in various environments. Michelle has been in the industry for over twenty-five years and has worked across most continents. She was formerly Training Director at UK service management company Sysop and Head of Service Desks at RAC Motoring Services. In addition to her role with Kinetic IT, Michelle is also the a member of AXELOS’ Working Group and, as such, is instrumental in shaping the accredited training of AXELOS’ best practices. More latterly she has been involved as a Founder Member of the SIAM development team creating the Foundation Body of Knowledge working in conjunction with global industry professionals, BCS and EXIN to launch a new qualification.
Michelle is a committee member for the itSMF Western Australia branch.

Advanced Service Management co-chair

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Kellie Willits is an experienced IT Manager with extensive experience in service delivery and customer service excellence. She has been in the IT industry for 18 years, mainly in the government and utilities fields. Her experience lies predominantly in the sphere of operations management, service delivery based on ITIL frameworks, risk analysis and cultural change through business engagement. Kellie has also been a part of her local Emergency Services Unit where she found a passion for emergency management planning.

Culture, Community. Capability stream chair

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