All Speakers

/All Speakers
All Speakers2018-07-11T10:28:16+00:00

Akshay Anand

Product Ambassador, ITSM, AXELOS Global Best Practice

Akshay Anand is a Product Ambassador at AXELOS®, working on the development of new guidance and research within the IT Service Management (ITSM) portfolio. He previously advised Fortune 100 clients on how to improve their ITSM capabilities, implemented toolsets such as Remedy and ServiceNow, and headed up global ITSM activities at Macmillan Publishing. He has spoken at numerous conferences, including Knowledge and DevOps Enterprise Summit, presenting case studies and thought leadership on ITIL, ITSM and Information Lifecycle Management (ILM).

More recently, Akshay has focused on bringing together Agile development teams and ITSM professionals to address challenges posed by emerging technologies and market shifts, for example the consumerisation of IT, and the rise of mobile and cloud computing. Akshay is one of the co-Lead Architects of the upcoming ITIL Update.

He has worked in many countries around the world, including India, USA, and UK. He infrequently tweets as @bloreboy, about ITIL, DevOps, food, and heavy metal.

SESSION: Making sense of ITSM with cynefin

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Greg Baker

CTO, Daisee

Greg Baker is the CTO at Daisee, an AI startup with offices in Sydney and Melbourne. He is the author of “A Better Practices Guide for Populating a CMDB” and 5 other technical books.

Previously working as a consultant, his clients include a who’s-who of startups, multinationals, governments and charities in Australia and overseas. He has worked with and advised ITIL and ITSM projects at DHS, Federal Parliament, Hewlett-Packard, Optus and Novartis.

SESSION: What happens when you apply AI techniques to service management?

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Julie Burke

Service Management Platform Manager, Suncorp

Julie Burke is a Service Management specialist, and thrives on defining & embedding Service Management core competencies from the ground up. Originally from the UK, since joining Suncorp Julie has established and now runs the Service Management Office within the Chief Data & Transformation Office. In this role, Julie has been introducing & maturing Service Management practices into a highly agile workplace that delivers data analytics across the Suncorp business.

SESSION: Service management in Suncorp’s agile chief data and transformation office [with Stijn De Lathouwers]

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Shane Chagpar

Global Technical Lead, Kepner-Tregoe

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 returns to itSMF this year to bring his expertise, insights, and charming Canadian wit to talk about problem management and how it needs to adapt in a world of integrated cloud services.

SESSION: Rain, rain, go away – how problem management must adapt in a world of integrated cloud services

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David Conroy

Manager – IT Customer Experience, SA Power Networks

David Conroy has a passion for culture, whether it is workplace, pop or cheese. His experience includes working in a hardware store, as a business analyst and as a manager of eight hostels in the north of Scotland. In his current role as the Manager IT Customer Experience and Cloud Services at SA Power Networks, David has a vision to change the culture of his team.

What do Shark Thank, The Voice and Terminator 2 have in common? Come “choose your own adventure” and hear about real world experiments and how cultural change is less confronting and way more fun with the addition of a little pop culture.

SESSION: Leading cultural change through pop culture

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Stijn De Lathouwers

Executive Manager – Operations, Platform and Service Management, Suncorp

Stijn De Lathouwers is a Customer Technologist with successful track record of combining data, marketing, customer experience and IT functions. At Suncorp, as Executive Manager – Operations, Platforms and Service Management he is responsible within its Chief Data and Transformation Office for developing and keeping Suncorp Group’s data services and systems running. Belgian born, rooted in data and with a passion for customer centric solution he is helping Suncorp become a data driven organisation.

SESSION: Service management in Suncorp’s agile chief data and transformation office

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Simon Dorst

Manager, Service Management Services, Kinetic IT

Together Michelle and Simon have more than half-a-century of international experience. They were the Lead Architects for the Scopism Service Integration and Management Professional Body of Knowledge (BoK) and founder members of the SIAM Foundation BoK architect team. They have contributed to the VeriSM publication, and co-authored the VeriSM pocket guide.

They individually and cooperatively frequently blog on all things service management. Together they were the runners-up for last year’s itSMF Thought Leader of the Year, when Michelle was awarded the ‘Service Management Champion of the Year.

SESSION: VeriSM™ – the new kid in town! [with Michelle Major-Goldsmith]

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Rob England

IT management consultant, trainer, and commentator

Rob England is an independent IT management consultant, trainer, and commentator based in Wellington, New Zealand. Rob is an internationally-recognised thought leader in DevOps and IT Service Management (ITSM) and a published author of seven books and many articles. He is best known for his controversial blog and alter-ego, the IT Skeptic. He speaks regularly at international conferences.

Rob is an acknowledged contributor to The DevOps Handbook, and to ITIL (2011 Service Strategy book), and a lead author of VeriSM. Rob was awarded the inaugural New Zealand IT Service Management Champion award for 2010 by itSMFnz, and made a Life Member in 2017.

Rob labels himself a “DevOps anticryptoequinologist”. (He’s interested in DevOps for horses not unicorns).

SESSION: Panel discussion – What happens when best practice isn’t?

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Dave Favelle

CEO, ValueFlow

Dave has been an ITSM Consultant for over 20 years.  As a member of the Global ITIL CAB he has dived deep into the detail of ITSM and has been involved in ITSM implementation in many of Australia’s Tier 1 organisations.  More recently as an Operating Model consultant, Dave has been integrating DevOps, IT4IT, ITSM and Agile (in various forms).  He recently keynoted for The Open Group on Digital Operating Model and how all the frameworks work together to deliver the various portfolios of IT work.  Dave was recently appointed Regional Ambassador for the IT4IT standard.

SESSION:DevOps, ITSM and agile: finding the balance

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Karen Ferris

Director, Macanta Consulting

Karen Ferris is an organisational change and service management rebel with a cause. She is an author, consultant, speaker, facilitator, coach and mentor.

In 2014, itSMF Australia awarded Karen with the Lifetime Achievement Award as recognition of her contribution to the industry. In January 2018, HDI named Karen as one of the top 25 thought leaders in service management for the second year running, and in 2017 Sunview Software named her one of 20 best ITSM thought leaders.

Karen has a passion for the people side of change and building a resilient workforce in a world of constant change.

SESSION: Why people change has to be everyone’s business – Game on!

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Chris Fowles

Principal Consultant, Vibrato

Chris is a technology evangelist with a background in automation engineering, infrastructure and application architecture, systems operations, and organisational change.

He is passionate about driving organisation change to help build engaged and cohesive teams, delivering technology innovations at the rapid pace required by today’s marketplace.

SESSION: Maintaining situational awareness in the modern operations control tower

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Rinske Geerlings

MD and Principal Consultant, Business As Usual

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

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.

Her firm, Business As Usual (BAU), since 2006, has successfully competed against the Big Four to work with prestigious clients including 9 Central Banks, APEC, BBC, Toll, Shell, Boeing, Fuji Xerox, Fujitsu, NIB Health Funds, Toga, ASIC, Departments of Defence/Immigration/Health/ Industry/Education/Foreign Affairs and 100s of other organisations worldwide.

She draws on more than 20 years’ experience in Business Continuity Management (BCM), Risk, IT Management, Disaster Recovery (DR) and Information Security – gained during roles in Financial Services, Consulting and Training 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 achieve their own results and simplifying their processes. She applies a fresh, energetic, fun, practical, easy-to-apply, innovative approach to BCM, Security, Risk and DR… topics often perceived as dull and cumbersome.

Rinske is often sourced as an expert speaker on BCM/DR/Risk/Security challenges.

Her alter ego includes being lead singer and manager of SophieG Music, which is involved in major music projects – including those contributing to the global charity Playing For Change, which provides music education to children in disadvantaged regions.

SESSION: “Back to pen and paper” – How to test your readiness for a cyber-attack

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Ralph Gray

Principal, Golden Pelican IT Consulting

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. However, rather than treating these as isolated frameworks, Ralph usually looks for ways to integrate them together, achieving maximum value for clients.

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.

SESSION: Get fit for major incidents

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Michael Hall

Problem Management Expert, Real-World IT

Michael has over 25 years of experience, developing teams and implementing Service Management. He founded Problem Management as a global function at Deutsche Bank and has since delivered improvements in problem management and problem solving for multiple organisations, large and small.

He uses a proven approach to deliver measurable results for customers, establishing and enhancing a structured methodology, focusing on the right problems and finding real root causes and complete solutions.

His book, Problem Management, An implementation guide for the real world, was published in November 2014 by BCS and is available through Amazon.

SESSION: Problem management — Easy to do, hard to start

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Rodney Haywood

Head of Architecture, Amazon Web Services

As the head of Architecture for Amazon Web Services in Australia and New Zealand, Rodney Haywood evangelizes the significant benefits of the transition to the AWS cloud from the customer’s real world perspective.

Rodney manages a team at AWS which creates architectural best practices and provides key insights into how customers can use the cloud for business transformation, providing guidance and expertise from enterprises to small-to-medium businesses and leading edge start-ups. This involves not only identifying the success factors to make cloud adoption easier but how to avoid missteps in cloud adoption.

Rodney is passionate about his customers and how the AWS cloud is changing business models, and more widely, how we live and work as a society. Drawing on his 20 years’ experience in IT Rodney is also interested in how people obtain the skills required for today’s innovative workforce – and how we develop the next generation of technical specialists.

SESSION: Doing service management at Amazon speed and scale. Preparing to catch the wave

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Rocky Heckman

Technology Surfer – Public Speaker – Visionary

Starting off in aviation mechanics and electronics Rocky has been involved with technology across a myriad of industries and applications. From hardware soldering to software security, cloud and the world beyond Virtual Reality he’s seen it all. Rocky has spent the last 25 years surfing the leading edge of technology and using his passion for spreading the word to the masses to make customers and partners he’s worked with prepared for what’s next through consulting, speaking at conferences, and writing. From designing complex multi-faceted systems to designing tabletop board games, there’s stories and experience for just about any occasion.

SESSION: Effective communications

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Matina Jewell

Ambassador, Australian Peacekeepers and Peacemakers Veterans’

During her 15 year military career, best-selling author Matina Jewell tracked down warlords, worked with the US Navy SEALs, fast roped out of helicopters onto ships, and represented Australia as a peacekeeper with the United Nations in Syria and Lebanon where she found herself thrown into the middle of a devastating war. Matina’s lessons of resilience and leadership have transformed some of the biggest companies and her message of courage continues to empower leaders from all walks of life. Her story has audiences on their feet time and time again.

With enthralling footage, stories of hardship and valuable learning from her many life-threatening missions, Matina will take you on a journey that will effect long lasting positive change in your leaders, teams and organizations for years to come

SESSION: Leadership resilience in times of change

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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 Masters (making her only the 3rd ITIL Master in Australia). Additionally, Katrina has recently been selected by AXELOS to be an ITIL Global Ambassador for the new upcoming version of ITIL. 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 Capability, Kinetic IT

Together Michelle and Simon have more than half-a-century of international experience. They were the Lead Architects for the Scopism Service Integration and Management Professional Body of Knowledge (BoK) and founder members of the SIAM Foundation BoK architect team. They have contributed to the VeriSM publication, and co-authored the VeriSM pocket guide.

They individually and cooperatively frequently blog on all things service management. Together they were the runners-up for last year’s itSMF Thought Leader of the Year, when Michelle was awarded the ‘Service Management Champion of the Year.

SESSION: VeriSM™ – the new kid in town! [with Simon Dorst]

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Peter McKenzie

Principal Consultant, Sintegral

Peter McKenzie – Peter has over 25 years experience delivering strategic, technical and operational solutions. Working for companies and clients ranging from SME to Fortune 100 he has successfully managed transition and transformation associated with outsourcing and service improvement. He has experience working from the client side as well as the supplier side. In 2005 he was assigned by IBM to design a solution for General Motors “Third Generation Outsourcing” Service Integrator contract, one of the largest single outsourcing transitions.

Peter is an author of “SIAM: Principles and Practices for Service Integration and Management” and the SIAM Professional BOK.

SESSION: Power-up your team for service management

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Christine McNamara

Managing Director, Optimus Australia 

Christine has grown up in the Australian IT industry, first as an employee, then as a contractor and now as a business owner and platform developer for ITSM/SIAM.

Christine has had the opportunity since 1987 to be involved in key business transformation initiatives and a number of medium and large outsourcing, in-sourcing and selective sourcing deals. As the industry has changed and ITSM has evolved, Christine has been in a position to establish ITSM/SIAM as a practice inside large complex organisations, several MSPs and within a number of Shared Service organizations.

Christine enjoys delving into the complexities of people, culture and data analysis and dealing with challenges associated with helping customers solve business problems.

SESSION: People, culture and data

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Michael Milford

Major Capability Division, Department of Home Affairs

Mike Milford was appointed to the position of First Assistant Secretary, Major Capability Division in the Department of Immigration and Border Protection in August 2015. The Major Capability Division (MCD) is responsible for the design, coordination and project management of all new major capabilities for what is now the Department of Home Affairs.

MCD’s Sourcing and Vendor Management (S&VM) Branch provides specific expertise in undertaking sourcing and procurement activities, management of contracts, use of panels of providers and developing strategic partnerships with industry. The Strategy, Architecture and Innovation (SA&I) Branch produces strategic-level documents and blueprints that guide the Department in its use of technology and related capabilities. SA&I also lead the development of enterprise and technology architecture, and has a team dedicated to innovation and exploring emerging technologies.

The Business Engagement and Portfolio Management Office (BE&PMO) Branch is the enterprise planning and coordination function for both MCD and ICTD. BE&PMO works closely with the S&VM and SA&I Branches (as well as the Department’s ICTD delivery areas), to plan and develop a programme of work that enables Strategy 2020 goals and objectives. Finally, MCD’s Operational Capability Branch is responsible for providing the Department and the Australian Border Force with the operational capabilities that it requires to control the border (SmartGates, CCTV cameras, secure communications etc).

Prior to this appointment Mike was the Head of ICT Operations (HICTO) in the Chief Information Officer Group (CIOG) at Defence as a Major General in the Army. In this role he held overall responsibility for delivery of the Defence Single Information Environment as a global end to end information and communications capability, including the provision of satellite communications, electromagnetic spectrum and networks to support military operations and Departmental administration.

While posted to CIOG, Mike was also the Director General Information and Communications Technology Policy and Plans from 2008 and then went on to fill the role of Chief Technology Officer responsible for strategic guidance and technical direction for the architecture, design and purchase of ICT products and services in Defence. He retired from the Army in March 2015.

He is a Distinguished Academic Graduate of the National Defense University Washington and in 2006 he was made a Member of the Order of Australia in the Australia Day Honours list for his work in command and as Director of Personnel – Army. Mike is married to Jenni and they have three children, Rachel, Christopher, and Emily. Mike is an avid reader and fisherman.

SESSION: ITSM in home affairs

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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

SESSION: Building an end-user self-service catalog

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Adam Murray

Agile Transformation Lead, Dimension Data

Adam has spent the bulk of his work life in the IT industry. With experience in Operations Management, Process Design and implementation, Service Design, Development and Delivery, Project Management and Product Management. More recently the company Adam currently works for decided to take on an Agile transformation. Something that Adam dived in to as a change from waterfall methods of service development. His is currently an Agile Coach, Certified Scrum Master and SAFe Program Consultant and enjoying every bit of it.

In his spare time Adam enjoys coaching Basketball and AFL junior sports teams and gets in some occasional cycling and running.

SESSION: Navigating the pitfalls of people change whilst transitioning to agile at scale

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Carmen Nunez

Customer Success Manager, Haventec

Carmen is the Customer Success Manager at Haventec, an Australian owned and operated startup focussing on Cyber Security. In a security company customer success and cyber security are so entwined that she also manages the Information Security Management System (ISMS). Her last role also combined managed services and information security responsibilities.

The importance of fully embedding information security practices into business-as-usual managed services activities naturally brings various frameworks such as PCI, ISO 27001 and ITIL together. Carmen was fortunate to experience implementing and leading one organisation to achieving ISO 27001 certification in February 2017. She is now a qualified ISMS Lead Auditor and a Provisional Auditor with IRCA and her most recent experience has been achieving PCI DSS v3.2 compliance for Haventec.

SESSION: Startup to scale up: Becoming PCI compliant

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David O'Reardon

CEO, Silversix

Dave is the founder of Silversix and

Over the years, the itSMF has awarded Dave with Best Speaker, Best Whitepaper and Innovation of the Year for his work on using customer feedback to create customer-centric cultures and drive service improvement. He doesn’t have any ITIL certifications, has never written a book and, before CABs were a thing, he accidentally deleted his employers’ entire General Ledger. He does however know a thing or two about how feedback can be used to create amazing transformations in corporate IT teams.

SESSION: Performance reviews suck. What to do instead

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Gary Percival

Senior Consultant, SM4ALL Services

Gary has worked in IT for 40 years. In finance, government, logistics, training, insurance and more. Witnessing a huge leap forward in technology, but a pendulum procession regarding service provision. Starting with application development and operations (DevOps) for an accounting department, through the swing to technology-focus, and returning to customer value and agility.

In 15+ companies, managing multi-million dollar projects, Gary knows the key success is value for the customer.

An ITIL Master (v2) and Expert (V3), with PMI based project delivery, Gary is now providing his experience and knowledge to non-IT organisations through Enterprise Service Management consulting.

SESSION: Enterprise, the next generation

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Harold Petersen

Practice Director and Principal Consultant, Servicevalue Pty Ltd

Harold Petersen is a management consultant and transformation manager with over 25 years of experience, specialising Digital Strategy, DevOps, SIAM, 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
  • SIAM Operating Model design and implementation

Harold is DASA* Ambassador in Australia and holds the ITIL Master certificate. He was itSMF national council member Australia and Singapore and itSMFI-IEB director. He is a regular speaker at itSMF, PMI and ISACA.

Harold and his family live in Canberra, Australia.

SESSION: Digital strategy underpinned by ITSM

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Duncan Troup

Service Management Specialist, Tingle Tree Group

Duncan is an innovative business leader with experience in general management, consulting, service delivery, organisational development and program delivery. His passion for managing the conflict between service excellence and cost leadership has enabled him to consistently deliver simultaneous improvements in staff engagement levels, service sentiment and cost to serve.

Prior to founding Tingle Tree in 2015 Duncan held GM and Director level roles at Medibank and RMIT. He is degree-qualified in the disciplines of Ergonomics (Product and Service Design), Business Administration and Technology and is a Graduate and Member of the AICD.

SESSION: 3 ways to supercharge service 

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