David Buckley

Director, Fresh Tracks Digital Consulting

David has over 20 years’ experience working in the IT industry in technical, management and advisory roles in both the UK and Australia. He is currently a Director of Fresh Tracks Digital Consulting which is based in Canberra and Brisbane.

He has worked for large and small organisations and IT service providers in a variety of industry sectors including Government, banking & finance, aviation and retail where his recent roles have included:

  • Establishing Service Architecture & Design frameworks and systems
  • SIAM Operating Model design
  • SIAM transformation planning and management
  • Design and implementation of lifecycle Asset Management solutions
  • Implementing Agile, value focused Service Improvement capabilities

David holds a 1st Class (Hons) degree in Computer Science from the Open University (UK) and certifications in ITIL, Service Integration & Management (SIAM), ServiceNow (CSA, ITSM-CIS), Scaled Agile Framework (SAFe) PRINCE2, and DevOps (DOI). David is also an accredited SIAM foundation trainer.

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Renee Brown

nbn

Renee Brown is what you get when you mix a creative leader and passionate advocate of IT Service Management, with an experienced IT and Operations executive!  With over 20 years IT and Operations experience, Renee currently heads the IT Service Management practice teams within nbn Co as the IT department transforms into DevSecOps . Renee’s team includes experts across many IT Service Management capabilities who are continuously looking at ways to improve Customer and User Experience, facilitate decision making, increase availability of IT systems and create value. Renee was the program lead for nbn’s ITOM and ITSM implementation and she remains the Service Owner for nbn’s ITSM system, ensuring the continued success and development of the ITSM platform in meeting the needs of nbn.

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Supratik Dey

Lead Service Management & ServiceNow Practice, Infosys

A Strategic leader with 18+ years of work experience in Service Management transformation, Solution design and architecture, Program Management. 

Lead the Service Management & ServiceNow Practice for Infosys.   25+ Service Management Program implementation experience across the globe.  Strategic advisor to client leaders and facilitates customer success.  Involved in Strategic Planning to transform the Service Management capability (process, technology and people) and define strategic road maps based on client’s digital transformation objectives.  Articulate the Business case.

Experience in managing large enterprise Service Management transformation/ implementing programs.  Experience in Solution design of various Service Management tools including ServiceNow, Remedy, and HPSM.

Supratik passed his master’s in Business Administration and BE in E&C.  He is also certified in ITIL 4 Managing Professional, ITIL V3 Expert and Prince2 Agile.  

Simon Dorst

Manager, Service Management Services, Kinetic IT

With a combined experience of over 50 years in service management, Michelle and Simon are well known in the industry.

They are Lead Architects for the Scopism Service Integration and Management Professional Body of Knowledge (BoK) and founder members of the SIAM BoK architect team, as well as Subject Matter Experts for both EXIN and BCS in developing the accreditation around this.

Both have been an active committee members of various service management groups for many years, including the itSMF. They shared the award of itSMF Australia Thought Leader of the Year in 2018 and were both Service Management Champion of the Year (Michelle in 2017, Simon in 2018).

Both have been awarded HDIs Top 25 Thought Leaders in Technical Support and Service Management. Simon in 2019 and Michelle in 2020.

They are both passionate about service management and keen to share their knowledge.

Rinske Geerlings

MD and Principal Consultant, Business As Usual

Risk Consultant of the Year 2017 Australasia (RMIA)
Outstanding Security Consultant of the Year 2019 Finalist (OSPAs)

Rinske is an internationally known consultant, speaker and certified Business Continuity, Information Security & Risk Management trainer.

She has consulted to organisations such as 15 Central Banks, the Department of Prime Minister & Cabinet, state/local Government and 100s of corporates and SMEs.  She draws on more than 20 years’ experience gained during roles across Australia, New Zealand, Asia, Africa, South America and Europe.

Rinske has been changing the way organisations ‘plan for the unexpected’. Her facilitation skills enable organisations to simplify their processes. She applies a fresh, energetic, fun, practical, user-friendly and innovative approach to BCM, Security, Risk and DR… topics often perceived as dull and cumbersome.

In her spare time she is lead singer in the Latin/Jazz band SophieG Music, and contributes to the global charity Playing For Change, which provides music education to children in disadvantaged regions.

Sue Jauncey

Founder/Director, Appellon

Sue Jauncey is the founder of Appellon and a registered psychologist who has over 25 years of experience measuring behavioural and performance outputs for organisations such as the Royal Australian Navy, National Health Service, England and Northern Territory Health. Sue’s passion is to support en masse, individuals who want to live better, healthier, wiser lives and organisations that seek to promote collective achievement, connection and performance innovation. Sue, in partnership, has grown the company from a small boutique consulting business to a global organisation.

Sue has significant experience working with Boards, Executive teams, and organisations across public, private, not-for-profit and government. She also wrote the first Board Review Program for the Australian Institute of Company Directors and was a marker of the AICD examination process and authored nationally and internationally on topics relating to how behavioural outputs determine organisational integrity, performance and success.

Katrina Macdermid

Director, 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 & CIO’s. Katrina holds the revered qualification of ITIL Master (making her only the 3rd ITIL Master in Australia).  Katrina is a contributing author of the new version of ITIL and has also been selected by AXELOS to be an ITIL Global Ambassador.  Katrina’s unique framework of incorporating Human Centred Design (putting the customer at the heart of everything) with the ITIL framework provides a unique perspective and differentiator for IT organisations.

Using Human Centred Design techniques, Katrina challenges traditional support models and outdated IT metrics. Typically, starting afresh, end user’s needs, desires, limitations and environment are the inputs in the design of support models and the creation of relevant IT metrics. Katrina’s framework puts the customer at the heart of all ITIL support processes and metrics, ultimately holding IT organizations in better stead in demonstrating their contribution to an organizations business outcomes.

SESSION: Human centered ITIL service design (mix well for the perfect customer (& organisation) outcome)

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Michelle Major-Goldsmith

Manager, Service Management Services, Kinetic IT

With a combined experience of over 50 years in service management, Michelle and Simon are well known in the industry.

They are Lead Architects for the Scopism Service Integration and Management Professional Body of Knowledge (BoK) and founder members of the SIAM BoK architect team, as well as Subject Matter Experts for both EXIN and BCS in developing the accreditation around this.

Both have been an active committee members of various service management groups for many years, including the itSMF. They shared the award of itSMF Australia Thought Leader of the Year in 2018 and were both Service Management Champion of the Year (Michelle in 2017, Simon in 2018).

Both have been awarded HDIs Top 25 Thought Leaders in Technical Support and Service Management. Simon in 2019 and Michelle in 2020.

They are both passionate about service management and keen to share their knowledge.

Brett Moffett

Solutions Architect, Cireson

Brett Moffett is a solutions architect for Cireson in Asia Pacific. With over 20 years of IT 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 good service management practices and getting the most out of Microsoft tools people already own. He has designed and implemented System Center and Cireson products 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.

Brett has spoken at the itSMF Australia Conference in 2017 and the itSMF New Zealand Conference 2018 as well as frequently co-host for the Adelaide and Canberra Microsoft ITPro Communities.

Twitter: @BrettMoff
LinkedIn: https://www.linkedin.com/in/brett-moffett-79097480/
YouTube: https://www.youtube.com/channel/UC8Nrt2jhbrRaRa1IHYHsW9w
Blog: https://systemcenternoise.wordpress.com/

SESSION: Building an end-user self-service catalog

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Tony Parsons

Director of Digital Service Management, Unisys 

Tony Parsons is the global Director of Digital Service Management for Unisys within Global Delivery Services.  With over 25 years of client delivery experience with major global information technology organisations, Tony specialises in Digital Service Management (DSM), including Service Integration and Management (SIAM), Service Management Maturity Assessments, and Service Intelligence Analytics, to address a critical market demand within the Next Generation digital services marketplace.

Tony has completed an Executive MBA with Distinction at the University of Technology, Sydney and holds a Ph.D in Service Management (Event Management) at the University of Technology, Sydney.  He also holds a M.Sc in Computer Science from UTS, and an B.Sc(Hons) in Computer Science from Coventry University (UK).  Tony has contributed to over two dozen technical publications and holds two US patents in this field.  Tony holds a CEng and CITP, and is a Senior Member of ACS as well as a Member of BCS.

Harold Petersen

Fresh Tracks Digital Consulting

Harold Petersen is a management consultant and transformation manager with over 30 years of experience, specialising in Digital Strategy, DevOps, SIAM, ESM, ITSM, ICT Governance and Project, Programme, Portfolio Management.

He has lived and worked in South East Asia, Australia, Europe and Africa.

Recent roles include:

Digital Transformation Assurance, DevOps implementation, training & coaching, SIAM Operating Model design and implementation.

Harold holds the ITIL Master, Agile Service Manager, DevOps Leader and MSP Advanced Practitioner certificates. He was itSMF national council member in Australia and Singapore and itSMFI-IEB director. He is a regular speaker at itSMF, PMI and ISACA.

Harold works for Fresh Tracks Digital Consulting.

He and his family live in Canberra, Australia.

 

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James Tomlinson

IT Operations Management (ITOM) and Major Incident Management (MIM) Practice Manager, nbn

James Tomlinson is the IT Operations Management (ITOM) and Major Incident Management (MIM) Practice Manager at nbn. He is passionate about empowering users with technology to deliver value and amazing customer experiences . Before Joining nbn in 2014, James worked in a variety of Government and Financial organisations where he held a variety of operational and service management positions.

 

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Carolyn Walker

ASG Group 

Carolyn is an experience Service Management leader who has spent the last 15+ year working in IT Managed Services. With experience in providing IT Managed Services across a broad customer range from Government, Financial, Resources and Commercial customers, there is not much that she hasn’t seen. Working through various different roles from Process Lead, CSI and Quality Manager, to running a Service Management Office, Carolyn has had experience is building ITIL Practices from the ground up.

After first being introduced to ITIL in 2006 Carolyn continued on the ITIL Governance path and achieved her ITIL V3 Expert certification, and more recently gained her ITIL4 Managing Professional Certification.

With a passion for Continual Service Improvement and Knowledge capture and sharing, Carolyn is currently leading a team of ITSM specialists as the National ITSM Lead at ASG Group.

 

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Tracey Ward

Talking Genders Pty Ltd

Tracey is a successful business veteran and has over 20 years of experience, coaching the power skills of communication, presenting and leadership.

Firstly, as an executive coach and facilitator in leading corporates such as Macquarie Bank, KPMG, AMP, and Telstra through to the practical end of town with Australian Quarantine & Inspection Services, Salmat and Toll Logistics. Secondly, empowering working women to lead their best lives through an online coaching program called ‘Quantum Leap Leadership’.

Tracey is the author and co-author of two books: “Being Perfectly Imperfect” and ‘The Art of Conversation’

Academically, Tracey has two degrees, one in Psychology and the other in Civil Engineering, an interesting combination to say the least.

Outside of work and study Tracey has found a new passion and pastime the Ocean, if she is not swimming in it, she is looking for ways to help its protection.

 

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