John has extensive experience in IT and the IT education marketplace. John began his career at Nabisco Brands in IT then established and ran his own multi-site IT education & consulting business in Canada and the United States. John has served on CompTIA’s A+ and Network+ Advisory councils and is ITIL certified. John graduated from the Richard Ivey School of Business, University of Western Ontario. HBA ”˜83
Julie Reaume has over a decade of experience overseeing the completion of projects from the kick-off meeting to the final deliverable – ensuring projects are executed on time and on budget. Julie’s background in Project Management includes overseeing the successful completion of eLearning projects for Fortune 500 companies in various sectors. With a dedication to client service, Julie has coordinated all development, video, audio, and technical aspects of projects and has managed both in-house teams and contract resources.
Cathy is an IT Process Consultant with Allstate Insurance Company. She has held various positions within the company the past 25 years, including Project Manager, Systems Architect, Database Engineer, Transaction Management Technician, Systems Programmer, Application Programmer and Systems trainer.
These positions have touched on all aspects of ITIL processes in both formal and informal methods. Cathy received her ITIL® Service Manager certification in May 2004 and ITIL Expert in 2009 and is a member of Allstate’s IT Service Management team.
Cathy has previously presented at the Pink Elephant Americas in Mexico City, Pink Asia12 in Kuala Lumpur and Singapore, IT Service Management Conferences 10,11, 12, 13, 14, 15 and 16 as well as the Pink Elephant Governance Symposium. Cathy has also participated in International webinars hosted by Thought Rock and BrightTalk.
Cathy was the recipient of the 2006 ITIL Practitioner of the year award as well as a member of the “Project of the Year” award for 2007 and received the 2012 Case Study of the year.
Cathy holds additional certifications, such as ITIL IPSR, IPAD, IPRC, IPPI, ITIL Version 3 Foundations, ITIL V3 Service Transition, and CSI; CobiT Essentials, and Oracle Network Specialist and Oracle Certified DBA. Cathy received her Distinguished Professional in Service Management from the priSM Institute in 2010.
Cathy also gives back to the profession by volunteering in various work groups and is the President of the Chicago itSMF Local Interest Group and holds the Chair of priSM.
Peter McGarahan is the founder and president of McGarahan & Associates. Pete served as the Chairman of the IT Infrastructure Management Association, a sister organization to HDI, and currently serves as a Business Service Management Expert for BSMReview.com.
A world-renowned expert and motivational speaker, Pete can speak from experience on service/support industry trends and directions, real-life experiences / practical results, support best practices and the importance of business alignment. His peers, customers and the support community globally recognize Pete for his great story telling ability approached with humility, humor and take-aways. He has addressed audiences throughout North America, United Kingdom, Poland, The Netherlands, Hong Kong, Singapore and India.
Mike Hoevenaars is a Management Consultant with over 30 years of experience. This has been gained during periods of rapid growth and change, including IT Service Management, all aspects of Governance, Strategic Planning, and numerous projects large and small. Mike is a leader with demonstrated ability to turn strategy and vision into results, with a progressive approach to process improvement and next level growth.
He is currently consulting for JEMI helping Management Teams turn their strategy and vision into results leveraging best practices of ITIL. Prior to consulting, Mike was a National Manager at Toyota where he was accountable for a $10 Million IT and Business portfolio of projects, and championed project management best practices across the organization.
Mike specializes in best practices in project management, including governance, risk, and organizational change management.
Roy Atkinson is president of HDI of Northern New England, serving Vermont, New Hampshire and Maine. As an IT professional, one of his primary goals is to provide Customer Service excellence at every step of every interaction. As a consequence of his frequent writing on the topic of Customer Service, Roy has become a co-host of the weekly “CustServ Chat” on Twitter, which has attracted participants from Australia to Europe. Frequent “twitterers” in the chat are Customer Service practitioners, authors, business school faculty, and others. Roy is also the co-author of the e-book Customer Service 101, with Leslie Knight.
Roy worked with the committee who brought the HDI Global Manager of the Year Award into being. He serves on the HDI Northeast Regional Leadership Council, and was one of the judges for the 2010 Global Team Excellence Awards. Roy was a co-author of the HDI Social Media Whitepaper in 2009. Roy is an HDI Certified Support Center Manager, a veteran member of HDI’s Conference Faculty, and has also spoken at the New England Support Symposium 2010, local chapter meetings, user group meetings and events such as the HDI Northeast Regional Summit. He has also presented at the Toastmasters Leadership Institute (2010), and has been interviewed for Computerworld.com, Meet the Tweets, and ServiceSphere.com
Alan Calder is a leading author on information security and IT governance issues. He is chief executive of IT Governance Limited, the one”stop”shop for books, tools, training and consultancy on Governance, Risk Management and Compliance. He is also Chairman of the Board of Directors of CEME, a public-private sector skills partnership.
Alan is an international authority on ISO27001 (formerly BS7799), the international security standard, about which he wrote with colleague Steve Watkins the definitive compliance guide, ”˜IT Governance: A Manager’s Guide to Data Security and BS7799/ISO17799‘. This work is based on his experience of leading the world’s first successful implementation of BS7799 (with the 4th edition published in May 2008) and is the basis for the UK Open University’s postgraduate course on information security.
Other books written by Alan include ”˜The Case for ISO27001‘, ”˜Nine Steps to Success – An ISO 27001 Implementation Overview‘, ”˜Risk Assessment for Asset Owners‘, ”˜IT Governance – Guidelines for Directors‘, ”˜IT Governance Today – a Practitioner’s Handbook‘ and ”˜IT Regulatory Compliance in the UK‘.
Alan is a frequent media commentator on information security and IT governance issues, and has contributed articles and expert comment to a wide range of trade, national and online news outlets.
Alan was previously CEO of Wide Learning, a supplier of e”learning; of Focus Central London, a training and enterprise council; and of Business Link London City Partners, a government agency focused on helping growing businesses to develop. He was a member of the Information Age Competitiveness Working Group of the UK Government’s Department for Trade & Industry, and was until recently a member of the DNV Certification Services Certification Committee, which certifies compliance with international standards including ISO27001.
Patrick Bolger joined Hornbill in 1998 as Sales & Marketing Director and assumed the role of Chief Marketing Officer in 2008. In 2010, Patrick was appointed Chief Evangelist. Patrick is dedicated to the communicating industry best practices, working closely with customers, industry organizations, and IT luminaries to identify and promote IT best practices.
Patrick is involved with a number of strategic partnerships and groups that influence the Service Management industry, including the Service Desk Institute (SDI), Help Desk Institute (HDI), Federation Against Software Theft (FAST), Service Futures Group and the IT Service Management Forum (itSMF).
Patrick helps ensure that Hornbill’s solutions adhere to industry best practices. He is a popular speaker at international events and contributes opinion and editorial pieces to a number of industry publications.
Before joining Hornbill, Patrick was Technical Services Director for Integrated Digital Systems (IDS), where he was responsible for systems integration and technical consulting. Prior to this, Patrick was a director of Digitel, a specialist consulting organisation. An industry veteran, Patrick has significant practical industry experience and is a recognized industry thought leader and a popular speaker on the international circuit.
Jayne Groll, co-founder and President of ITSM Academy, Inc. is an ITIL Expertâ„¢ and ITIL® Service Manager, with Distinction. She holds her ISO/IEC 20000 Foundation and Consultant Certificates, as well as Certifications in ITIL® Practitioner, ITIL® V3 Intermediate, Certified Process Design Engineer (CPDE)â„¢ and Microsoft ® Operations Framework (MOF). With over 20 years of experience is an accomplished and popular speaker and has presented at numerous regional and national conferences, including itSMF USA’s National conference. She has authored several white papers and is one of the contributing subject matter experts to the recently released HDI IT Service Management Process Guide, Implementing Service and Support Management Processes: A Practical Guide.
Julia Chapelle, is the Director of Loyalist Certification Services (LCS); an ITIL® Examination institute providing examination services in related ITSM products globally. Her leadership and commitment to the ITSM community is apparent in the growth of LCS and her continual effort to support the integrity of ITIL® in the market place. Julia’s extensive knowledge and friendly demeanour make her a popular speaker and advisor at itSMF events.