Peter is CEO of Service Management Art. Before he formed Service Management Art he worked for Hewlett-Packard and Pink Elephant (North America and Europe). Since 1990 he has been involved in ITIL either as a consultant or a trainer for different customers in Europe, North America and South East Asia. Peter is currentlylocated in Calgary, Alberta, Canada.
Peter’s consulting area of expertise is IT Service Management (ITSM) with a focus on implementation strategies, organizational design and management of change. Since 1990 Peter has implemented ITSM in different kinds of organizations and in that capacity has helped executive IT Management from several large companies in deciding the strategy for process implementation, developing the related organizational structures, developing management information, developing training and communication strategies and managing the internal change processes.
Peter is currently working on his ITIL v3 Master.
As Business Development Director of the Marval Group, Don Page known as “The Godfather of ITIL”, Don has been responsible for the design and implementation of some of Europe’s largest Service and Support operations. His straight talking, pragmatic and innovative approach has made him a world-renowned and respected industry figure.
Don has been responsible for co-authoring several major service management publications.
Strong IT Service Management and consultancy skills based on the ITIL framework, and ISO/IEC20000 standard. ITIL Expert and accredited trainer for ITIL Foundation and Managers’ Bridge certificates.
Key competencies include sound presentation and training skills for ITSM Process, Tool and Service improvement, plus facilitating and leading workshops.
Customer-focused, highly enthusiastic, self motivated and consistently high grade responses from training feedback reviews.
Over 15 years experience in IT training, ITSM industry contributor.
– Proven track record of successful delivery of technical, theory and practical training courses and workshops.
– Qualified to ITIL Expert level, plus ISO/IEC 20000 Consultant.
– Accredited trainer for ITIL Foundation and Managers’ Bridge certificates.
– Actively supporting UK and International resellers in educating the existing and new users in Best Practice Process, Procedures and Service Management Software.
– Most recent position has been in a role dedicated to customer alignment to ITIL processes. Daily contact with ITIL process-related issues.
A self-described “relationship geek,” Phil Gerbyshak has given thousands of people the keys to engaging business relationships. A public speaker and published author, Phil has enjoyed great success carrying the message of his Action Plan for a happy life to readers and audiences in every corner of the map.
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).
President of Communicating IT Inc. & ThinkITSM Expert Coach, Michael is an accomplished information technology consultant with more than ten years of experience in IT Service Management.
Michael has a unique and varied background that contributes to his passion for delivery. After graduating from a Military University with a combined major in computer and space science, he received his commission as an Air Force officer and completed a 9-year career as an Air Traffic Controller. Michael performed many roles including chief evaluator for his fellow controllers and project officer where he managed large, highly complex operations for NATO and NORAD.
These roles contributed to his laser-like focus on details, necessary where every decision has critical consequences. To date, Michael has completed numerous IT consulting engagements with both small business and enterprise-sized organizations and is known for his ability to deliver, regardless of the size or complexity of the initiative.
Tim Dewey has been an active part of the service and support industry for over 15 years. Tim has been responsible for the Education and Certification business for the former STI Knowledge, and was their business unit head for sourcing solutions for over nine years. His leadership and insight positioned the company’s sourcing solutions in the upper right hand quadrant for Gartner’s Help desk Outsourcing Services three times this decade. He is now President and CEO of B Virtual Inc., the leader in Virtual workforce solutions for the service and support industry. B Virtual provides customers the solutions they require to deliver a continuously high level of service and support, remotely.
Stroma is an information technology company and Mark is the partner responsible for the ITSM division. Mark is an experienced ITIL/ISO practitioner and has worked in all aspects of the field delivering both consulting and training to customers globally. He has acted as a project manager over the last nine years helping over 25 customers implement ITIL/ISO best practices. Mark’s professional focus at Stroma is to deliver strategic and tactical services to private and public sector clients that enable them to see real improvements in service while gaining efficiencies in delivery. He is driven to make organizations better service providers through continuous improvements.
Jill Donahue Hba, MAded, author of PERSUASION Rx: How to Influence Ethically, is fascinated with behaviour change. Through her keynotes, workshops and distance education courses, she brings the ah-ha’s on how to influence others your boss, your team, your colleagues… even your spouse! Says the president of that last conference at which Jill presented “The evaluations show that you were by far, the best presenter at the conference. The delegates want to hear more!”
HÃ©lÃ¨ne is a Professional Coach and Facilitator. She has enjoyed training sales people and their leaders with one on one coaching, and as a classroom facilitator with small and large groups. Creating environments where people bring their best is HÃ©lÃ¨ne’s passion.
HÃ©lÃ¨ne is privileged to have worked with clients in a variety of fields including pharmaceuticals, media, financial services and manufacturing.