Shan Altmann

Shan Altmann Photo
Shan has been connected to the ICT industry since 1999, working in a variety of roles in both the private and public sector in Australia and the UK. With a background in ITSM practice, assurance, risk and quality management, Shan supports the ever evolving alignment and maturation of ITSM processes and practices with formal and informal frameworks to help organisations achieve strategic and operational objectives. She is also the itSMFA QLD State Branch Events Coordinator and Secretary.

Bradley Busch

Bradley Busch Photo
Bradley has been involved with the itSMFA since 2002 and has contributed to the NSW Committee as a committee member, Special Interest Group co-ordinator and now represents NSW on the Board of Management in the role of Secretary. He is a regular attendee and presenter at Branch Seminars and the itSMF National Conference in Australia. When ITIL V3 was released in 2006, Bradley was one of the industry reviewers of the Service Operation book.

Over the past 18 years Bradley has built a career as a Service Management professional and is currently working in a Governance, Risk and Compliance role for an Australian Financial institution.

Kathryn Heaton

Kathryn Heaton Photo
Kathryn is the founder and owner of LeapSheep, whose focus is on Business Building, Leadership, Capability & Collaboration

Her involvement in the Service Management industry has included roles at HP, Origin Energy and SA Water. Kathryn is a specialist in helping organisations to understand how Service Management can work for them. Having worked in the Information Technology space for 20 years Kathryn fully understands the differences between the way “IT” and “business” people think.

Elected as Chair of itSMFA in 2011, Kathryn continues in this role again in 2014 and also has responsibility as National Events Director which includes the National conference. These National Events provide Service Management professionals with a forum at which they can gain information, increase their knowledge and share experiences.

Sandra Hinchcliffe

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 itSMFA White Paper of the Year for ‘Embrace Your Auditor, in Seven Easy Steps”.

Kathryn Howard

Kathryn Howard Photo
Kathryn Howard is an IT professional with 30 years’ experience in IT service delivery and service management. Understanding the ongoing need for IT to reinvent itself in order to meet the needs of constantly changing business models, she is passionate about helping organisations achieve good governance of quality value service.

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).

An international speaker, she has presented at itSMFUS, UK, NZ and often for itSMF Australia. She has also spoken for the CACS Oceania conference. Kathryn is also a certified ITIL trainer.

She is an active member of itSMF Australia, serving as a national board member and on the Australian national conference organising committee. She is committed to the evolution of the customer service experience through meaningful IT/business dialogue in conjunction with the adoption of governance standards and frameworks (ISO20000, ITIL, COBIT). She also believes evolving social media channels are key to delivering successful end-to-end customer service able to support and enhance business objectives.

Garry Long

Garry Long Photo
Currently ITSM Solution Architect at Optus, Garry is a highly proficient IT professional. He has eighteen years’ IT experience across IT Service Management, IT Project Management and IT Operations Management. Recent experience includes the establishment of life-cycle strategic Service Management Programs at Gold Coast City Council and Queensland Department of Natural Resources & Water. Garry is highly skilled in the alignment of Service Management Tools to Business and Service Management processes – particularly Incident, Problem, Change and Configuration/Asset Management. This experience is utilised with various toolsets and is transferable to any ITIL aligned Service Management Product.

Garry manages two itSMFA portfolios: Treasurer and Awards Director. As Treasurer, he is responsible for the overall financial management of the Forum. He is also responsible for financial strategy in conjunction with the General Manager and the Board. As Awards Director, he is responsible for creation and management of the itSMF Awards, which are a genuine indicator of quality in ITSM implementation and Project Management.