Karen Ferris is an internationally acclaimed speaker with a reputation for providing both strategic and practical advice and insights for organisations in their implementation and maintenance of efficient and effective Service Management. Karen has the ability to share her experience and knowledge with every audience, and individual within that audience, so everyone is empowered with the ability to make a difference within their organisation.
Karen has been delivering presentations since 1999 and has been acclaimed as “inspiring”, “thought provoking”, “insightful”, and “providing practical and useable guidance”.
She has worked as a Service Management practitioner, trainer, consultant and manager since 1994 and has assisted organisations across a breadth and range of industries in their service management initiatives.
Awarded the inaugural Service Management Champion accolade by the IT Service Management Forum (itSMF) Australia in 2007, she was also awarded the Presidents Prize for best speaker at the Australian National Conference in 2005.
She holds many accreditations including ITIL Expert (Version 3) and ISO/IEC 20000 Consultant and is a Fellow of priSM (Professional Recognition for IT Service Management). Karen is a Director on the itSMF Australia National Board with the portfolio of publications. She is a member of the itSMF International Editorial Advisory Taskforce (EAT) working on the establishment of an international service management library. She was a member of the ITIL Advisory Group, which oversaw the creation of ITIL Version 3 and the Lead Assessor for the Continual Service Improvement publication.
Karen is the creator of the world-leading eco-ITSM service. The objective of the eco-ITSM service, offered by Macanta Consulting Pty Ltd, www.macanta.com.au is to provide organisations with a measure of the sustainability of Service Management processes, activities and functions. The intent is that sustainability will be built into each process, activity and function across every stage of the service lifecycle from Service Strategy, though Service Design, Service Transition, Service Operation and into Continual Service Improvement. The outcome will be that sustainability practices will be embedded into business as usual across the organisation with everyone who executes Service Management processes contributing to the reduction of the carbon footprint of not only IT but also the business. Please click here for further information www.eco-itsm.com.au.
She is a contributing author to the recent itSMF publication “Greening Service Management”. She has been contributing to service management publications since 2000 and other recent contributions include Service Management Global Best Practice (2007); Implementing Metrics for IT Service Management (2007); IT Service Management A Pocket Guide (2007); Continual Service Improvement (2007); Service Operation (2007); Service Agreements A Management Guide (2006); Frameworks for IT Management (2006); Six Sigma for IT Management (2006).