All of our virtual mentors are respected industry experts. Service users have the chance to enter into a longer term commercial relationship with their mentor, but this is outside the scope of the ITSM Zone service.
Aprill Allen is a battle-scarred survivor of 13 years in IT support and operations. She’s not bitter at all, but she did come out the other side with passion for bringing better knowledge management practices to IT teams everywhere.
Certified with ITILv3 Foundation and Knowledge Centred Support principles, Aprill blogs at knowledgebird.com and has presented her award-winning white paper, A Simple Guide to Creating a Knowledge Base, to IT conferences internationally.
As the Knowledge Bird, she has been featured on the ITSM Review, the ITSM Weekly podcast and has been a regular contributor to the Zendesk blog.
Knowledge management, enterprise social networks, KCS
Alain is an subject matter expert in the domains of Governance of Enterprise IT (GEIT) and IT service management (ITSM).
He regularly acts as an IT governance and transformation senior manager within international firms all around the world, to assist them in the implementation of GEIT and ITSM.
He is also an accredited trainer with many years of experience delivering training and certification in ITIL (Foundation, Intermediate and MALC), ISO/IEC 20000, ISO/IEC 2700x, COBIT 5 (Foundation, Implementation and Assessor), and PRINCE2. Alain is internationally known as a speaker in these disciplines.
COBIT, ITIL, RESILIA, ISO 20000, ISO 27001, PRINCE2, Lean IT
America, Europe, Africa
Andrea is an ITIL, Prince2 and Green IT qualified Senior Consultant with a strong practical background and passion for Service Integration and Management, Business Relationship Management, Service Desks and people side of IT.
Andrea started her IT career in 2002 working in a multilingual IT help desk in Budapest, Hungary from where her journey to Service Management began.
In Andrea’s own words she is a practitioner of best practices with a chameleon like skill of being able to adapt to and understand a wide variety of customers and clients.
Andrea has worked in different industries in internal and outsourced roles working with the likes of TCS, EDS, BBC, Deutsche Bank and Macmillan Cancer Support.
She is currently employed by ISG (Information Service Group) specialising in SIAM (Service Management and Integration).
She is an active speaker in the UK and globally, as well as a contributor in various industry magazines and blogs.
SIAM, ITIL, BRM, Service Desk
UK and any US and APAC timezone with maximum 5 hours difference
Barclay Rae has over 20 years’ experience as a mentor and consultant in all aspects of ITSM, and 30 years in IT.
His focus is on providing practical solutions to help practitioners and orgnaisations to be successful with Service Management.
Supporting people working in ITSM
Management mentoring around ITSM roles
ITSM implementation advice and steering
ITSM market knowledge and guidance – procurement and implementation
General Management support
ITSM/ITIL, Service Desk, Service Catalogue, Metrics, CSI
UK/Europe and all timezones in relation to that e.g. US early
English, Some French, German and Danish
Basab is an ITSM evangelist holding ITIL Expert credentials along with PMP credentials and runs various international programs and projects to its effect.
– Helped organizations achieve ROV of ITSM process & tool implementation and its sustenance, globally.
– Designed end-to-end ITIL Processes and aligned Enterprise tools to achieve certification of ISO 20000 certification
– Provided expert solutions to Change, SLM, Problem Management and CMDB / Configuration Management
Basab successfully leads and mentors organizations to achieve adaptation of ITSM processes and bring in the cultural transformation to sustain it.
ITIL Process design and ISO 20000 implementation. Lean, DevOps and Agile Project Management. Team building, Mentoring, Content and Branding.
GMT / UTC 8:00 AM to 4:00 PM
English, Bengali, Hindi
Professional ITSM consultant, author, entrepreneur. Several years’ experience as independent consultant. Long-time member of itSMF UK and BCS. Regional chairman, itSMF UK and regular conference presenter. Veteran of several best practice implementations, tools, people, process.
ITIL, ISO 20000, LEAN, Six Sigma, general business management (e.g. MBA), CPD and professional practice
Any, but based in GMT London
Damian has helped transform the service operations of a number of leading UK organisations. His operational, technical and service background enable him to discuss the whole lifecycle of a customer’s IT journey/experience.
Currently running the service operation for a Top 10 Global SI, his skills and passion for customer service have helped transform the Service Desk, Service Management practice and IT functions within the organisation. Recognised in the industry as a service innovator, speaker and consultant on ITSM and Customer Service.
Damian recently took his team to the final of the Service Desk awards and winning, which was a major achievement
Leading winning teams, Customer excellence, User Experience, Operational model definition, ITIL, ITSM, Service Desk, IT Customer Culture, Team transformation.
UK 09:00 > 16:30
Daniel has 30+years leading IT Service, Operations, Applications, Data Centre and service partners in the management of technology enabling business processes and functions. He has a decade of consulting and coaching leadership teams across the EU and UK in developing their people, processes and use of technology to deliver technology services better, faster, and safer. Daniel specializes in IT Service Management (ITIL, COBIT,etc.), is a Lean and DevOPS enthusiast, certified trainer, coach and speaker. He is an ex-ITIL trainer and examiner, and the BCS Event coordinator Service Management Specialist Group. Daniel is also chair of itSMF UK’s London and South East regional group.
ITIL, process measurement, governance, lean, COBIT, continuity-disaster recovery, leadership, TOM, OBASHI, DevOPS culture, SIAM, career/role hunting guidance
Any between 0730 to 2100 UK
English, Texan, Basic French
Earl has 20+ years of experience in various IT roles including Field Services management, Data Center management, Service Desk management, and ITSM while working for manufacturing, healthcare and higher education organizations. He also is a ghost writer for Quick Content, Limited, providing articles and blogs on various ITSM and practitioner topics
He has served as the president of the HDI Virtual Chapter, Track Chair for two HDI conferences and the Communication officer for the Kentucky chapter of HIMSS. He frequently is a presenter at industry conferences.
Earl holds two intermediate ITIL certification and is working toward ITIL Expert. In addition, Earl hold Knowledge Center Support foundation, ISO/IEC 20000 foundation, Microsoft Authorized Instructor, Certified trainer for Technology and Certified Software Manager.
Earl’s passion is building strong service management practitioners.
ITIL, LEAN IT, Value Stream Mapping, After Action Review/Problem Management
Most US time zones EST, CST, MST, PST
Fergus is co-author of The OBASHI Methodology. He has designed and architected OBASHI’s suite of products and developed OBASHI’s business and marketing strategy
He currently advises the Financial Stability Board, under the auspices of the G20, on the Operation, Governance and design of a system to enhance global financial stability.
Fergus has decades of knowledge and experience in project managing the mapping and modelling the flow of critical operational and governance information and data.
Fergus has managed projects in the Government, Policing, Oil & Gas, Utilities, Financial, Retail, Manufacturing, Automotive and Travel industries.
The mapping and modelling of business environments, systems and data flows and the relationship and dependencies between the people, process and technology assets that support them – All things OBASHI
Helen has been a service management consultant and trainer for the last 15 years, and working in IT since 1984. Her clients include BBC, Maersk, Bank of England, UK local and central government and other blue chip organisations.
As a consultant, she specialises in implementing service management best practice with a pragmatic and customer focussed approach, taking the business needs and requirements and adapting the ITIL approach to suit.
When training she brings humour and interest into the classroom, using real life examples and anecdotes from her experience.
She is co-author of the “ITIL Foundation Exam Study Guide (ISBN-10: 1119942756)”
ITIL continual service improvement programmes; ISO 20K; Organisational strategy; Organisational change; Knowledge management; Process engineering; Improvement programme / project management
UK / Europe – 08:00 – 22:00 GMT
And whatever fits in those hours worldwide
Ivor has been doing Service Management for 40 years, IT for less than that. He helped write ITIL and ISO20000, and has been teaching ITIL for 25 years. Ivor is interested in seeing service management as bigger than IT, using a range of frameworks to support each other, people and culture issues and – especially – the challenge of customer awareness and involvement.
After all that time, Ivor is keen to give something back, maybe helping others avoid some of the mistakes I made.
ITSM/ITIL, Customer awareness and understanding. Broader service management
I am available usually 10:00-18:00 UK time but available outside those hours with planning
James is an ITIL accredited Service Manager with over 20 years in IT and over 10 years experience managing, mentoring and leading IT support teams across many varied sectors. He is focussed on delivering pragmatic solutions that meet the client’s requirements, using appropriate frameworks where suitable, considers the complete lifecycle from strategy to operations and back again and leads teams through improvements while considering the human aspect of all changes and ensuring that any impact is managed accordingly.
IT Service Management, IT Operations Management, Service Desk, IT Operations team and management mentoring, Service Catalogue, Process design, review and implementation.
New Zealand / Australia
John is an ITIL Expert with 20 years of experience of operating, teaching, assessing and implementing ITSM processes, techniques and technologies in a number of industries across the world. He is an ITIL Tutor and used his skills and experience to help organisations and individuals get the best out of ITIL and leave a lasting legacy of continual improvement by enabling individuals to realise their own potential.
ITIL, Service Management, Service Desk, Process Ownership, Process Compliance, Service Metrics and Measurements, Supplier Integration, Service Management Technology, SIAM
Karen Ferris is an internationally acclaimed service management professional with a reputation for providing both strategic and practical advice, assistance and insights for organisations in their implementation and maintenance of efficient and effective Service Management.
She has worked as a Service Management practitioner, trainer, consultant and manager since 1994.
In 2011, Karen authored the acclaimed itSMF publication ‘Balanced Diversity – A Portfolio Approach to Organisational Change’ introducing a new and innovative framework for ensuring that service management changes become embedded into the fabric of the organisation.
Karen is a Director of Macanta Consulting and an internationally sought after keynote speaker. She was awarded Presidents Prize for best speaker in 2005, Service Management champion in 2007 and Lifetime Achievement Award in 2014 by itSMF Australia.
ITIL, service management, organisational change
Kirstie Magowan came to IT Service Management from a background in journalism. She has worked in ITSM since 1999, initially as a service desk manager.
Kirstie has been consulting since 2004 and has worked with organisations in New Zealand, Australia and the UK to improve their ITSM capability. Kirstie has a passion for knowledge management, seeing this as a cornerstone to providing good IT service.
She believes in breaking down silos and removing the barriers between IT and the business, allowing IT to be a business enabler and innovator.
ITIL, process design, communication, knowledge management, Service Desk
New Zealand time zone, and others by arrangement
Liz has worked in IT since 1979, and in service management since 1986. For many years she specialised in implementing greenfield service desks for clients in central government, the financial sector, transport and the health service. She also implemented improvement programmes for existing, failing service desks.
Having achieved a distinction in the ITIL V2 managers’ exam, Liz joined the examiners panel for that qualification. She has been a service management consultant for about 20 years and trainer in ITIL and ISO/IEC 20000 for the last 11 years. Liz has provided this training in Europe, the USA, Australasia, India, The Philippines, Hong Kong and South Africa. She co-authored the best-selling ITIL Foundation Exam Study Guide (ISBN-10: 1119942756); a follow-up volume for the ITIL Intermediate courses is currently in production.
Liz’s clients include: The UK government (Cabinet Office, Foreign and Commonwealth Office Services), local government, the NHS, News International, Macmillans, Matthew Clark, Railtrack, Hewlett Packard, Ernst and Young etc.
As a tutor, Liz uses humour, and real-life and non-IT examples to challenge the students’ preconceptions. As a consultant, she aims to facilitate rather than merely instruct, encouraging the client to focus on their business requirements and how these should be addressed, using best practice guidance such as ITIL in a pragmatic way, rather than encouraging rigid adherence.
In addition to delivering training, Liz has written many training courses for other providers.
ITIL continual service improvement programmes; ISO 20K; Service desk implementation and improvement programmes, Process engineering
UK / Europe – 08:00 – 22:00 GMT
And whatever fits in those hours worldwide
In over twenty years in IT Service Management Mark has become internationally renowned as a leading expert in the field as a consultant, author and speaker. He has built up a reputation as a dynamic and thought provoking speaker, presenting at conferences in the US, Asia, Middle East and Africa as well as throughout Europe, Mark has proven his passion for putting people first in the ITSM People-Process-Technology approach.
Mark has worked with a wide range of organisations and has helped them to develop IT service management strategies from installation of Service Desks to delivery of business continuity plans.
ITIL, process maturity assessments, service level agreements, service catalogues, service desk, incident management, change management.
UK anytime between 09.00 and 22.30 (with sufficient notice!)
Mark Edmead is an IT Transformation consultant and trainer. Over the past 28 years, Mark has provided IT transformation and business improvement services that align information technology with business goals to drive bottom line performance and growth.
Mark’s focus is on change management, process improvement, enterprise architecture, technology road mapping, strategic IT planning, IT organization analysis, IT portfolio management, and IT governance. Mark is a Certified COBIT 5 Assessor, TOGAF 9.1 Certified, Certified Baldrige Internal Assessor, Business Relationship Management Professional (BRMP), Certified Information systems Security Professional (CISSP), Certified Information Systems Auditor (CISA), and member of the Malcolm Baldrige National Quality Award Board of Examiners.
Mark has developed and delivered courses for the SANS Institute, MIS Institute and the University of California San Diego, the Institute of Internal Auditors (IIA), Technology Training Corporation and Learning Tree International. He is also an adjunct professor at Keller Graduate School of Management. Mark has delivered numerous international workshops to locations including United Arab Emirates, Kuwait, Japan, Hong Kong, Taiwan, Singapore, Malaysia, Switzerland, Germany, Chile, Mexico and Scotland. Past clients include: BMW, Catholic Health Services, AARP, United Nations, Kaiser Permanente, Saudi Aramco, and U.S. Department of Defense. Mark is a master trainer, facilitator, and storyteller and has a very energetic and entertaining style that keep audience attention from start to finish.
IT Governance, COBIT Certified Assessor, BRMP, Lean IT Foundation, DevOps, Enterprise Architecture (TOGAF)
Varies – check for availability
Michelle has been in the service management industry for over twenty years across virtually all continents.
She was formerly Training Director at UK service management company Sysop and Head of Service Desks at RAC Motoring Services. Today, she is based in Western Australia, working as a Service Management Trainer and Consultant.
Michelle is also the chair of the ATO Advisory Council (AAC) and AXELOS’ Working Group and, as such, is instrumental in shaping the accredited training of AXELOS’ best practices. She is extensively published within the Service Management arena.
ITIL and all aspects of service management, specific interest in implementing service management, organisational change, service desk, strategy, SIAM
Operating in Perth, WA – AWST.
Available from 08:00 -20:00 (other than by exception/request)
Mohamad has 13+ years of experience in the IT field. He is a technically sophisticated and business-savvy management professional with a pioneering career reflecting strong leadership qualifications coupled with “hands-on” Information Systems and Mobility. Mohamad maintains focus on achieving bottom-line results while formulating and implementing advanced technology and business solutions to meet a diversity of needs. He has a superior record of delivering simultaneous large-scale, mission critical multi-million dollars projects on time and under budget.
ITIL, ISO 20,000, OBASHI, COBIT, IT Asset Management, Process Engineering, IT Governance, IT Strategy, IT Service Management
Saturday to Thursday
9:00 AM GMT+3 to 9:00 PM GMT+3
Nicklas is a passionate, experienced and much appreciated ITSM magician with 20 years in the field. Former member of the ITIL Expert panel in Northern Europe, much appreciated and highly valued ITIL teacher that prides himself with always making things work in practice. He is an ISO 20000 Lead Implementer and certified in most project governance models.
Nicklas is an experienced and much appreciated ITSM/ITIL mentor/coach with many transformation projects and programs, in most business areas across our beautiful planet. Awarded with the itSMF project of the year, conference speaker and popular ITSM blogger, he is an acknowledged producer of ITIL course material.
ITSM/ITIL process implementation/improvement programs, ITSM coaching & mentoring and training (accredited ITIL teacher)
BRST (Brasil) 08-18 but also available outside these hours with some planning
English, Portuguese and Swedish
Patricia combines the perfect skills to be your Virtual Mentor: she is a certified coach and at the same time a respected ITIL Expert with 30 years experience in IT environments (as a consultant, trainer, ITIL examiner, regular speaker at itSMF conferences, winner of both the itSMF UK and itSMF International white paper awards in 2013).
She will challenge you to think ‘out of the box’ in order to open new avenues for your professional development and to realise your full potential.
Her coalface experience, her sound background and her enthusiasm are at your fingertips!
Read Patricia’s full profile here.
ITSM strategy, process implementation and improvement, organisation diagnosis and development, Change Management (cultural and organisational dimensions), young IT managers career development, human dimension of performance in IT environments…
From GMT-9 to GMT+7 and more if you accept an appointment outside working hours
Paul is co-author of The OBASHI Methodology. He has designed, architected and programmed OBASHI’s suite of products.
He currently advises the Financial Stability Board, under the auspices of the G20, on the Operation, Governance and design of a system to enhance global financial stability.
At BP, Paul was recognised as a world expert advising projects across the globe.
Part of Robbie William’s management team, he became web-master of RobbieWilliams.com – the most hit site in the UK – and architected the EMI ticketing system.
Paul has experience in the Oil & Gas, Utilities, Manufacturing, Automotive, Financial, Entertainment and Travel industries.
Robert has over 20 years’ of proven experience and a Europe-wide range of outstanding credentials. Robert has acquired considerable expertise in IT Strategy, IT Assessment, IT Transformation and Service Management. Performance and results-driven Information Technology professional with extensive experience in technology alignment with business goals. Provides thought leadership in defining client IT requirements and strategies. Leads IT integrations and new technologies implementations in line with future organisational requirements. Implements Service Oriented Models, establishing best practices and ensuring continuous improvement.
In March 2014, Robert’s founded a European IT Consultancy company named Actoris. (www.actoris.eu)
ITIL, COBIT, IT Governance, IT Maturity Assessment, IT Transformation, Service Management
French (mother tongue), English, Dutch
Randy has over 25 years of extensive hands-on IT Service Management experience gained from many clients around the world. He was the lead author for the ITIL 2011 Service Operation book.
He was a Global Head of Service Management for a worldwide media company with 176 operating centres around the globe. He recently led a major IT Service Management transformation project for a large government agency crossing implementation of management technologies, process, organizational and governance changes that was awarded a national ITIL project of the year award from itSMF.
Randy is also the author of several popular ITIL books: Implementing ITSM, Measuring ITSM, Servicing ITSM and Architecting ITSM. Randy has implemented IT solutions for one client that went on to win a Malcolm Baldrige award for the quality of their IT services. He carries ITIL Expert, ISO20000 and PMP certifications.
ITIL/ITSM Transformation, Organizational Change, all ITIL processes, ITSM tools implementation and architecture.
Mostly U.S. – EST, CST,MST and PST
After working in an operational capacity in several key service management roles, Ryan decided to turn things around a bit to take his mantra of ‘making things simple’ to work with implementation teams. Using this experience he started Blackfriar Consulting in 2014, where as a consultant, he has been able to help several organizations achieve their goals. He continues to share within the service management community through his own blog.
As a Certified ITIL Expert and well-rounded service management practitioner, Ryan believes that working in iterative moves with your business will enable you to become a better business partner.
ITIL, Service Management Implementation, Continual Service Improvement and Measurement.
Mostly Canada/US – EST, CST,MST and PST
Simon has over 20 years international experience in IT Service Management using the PRINCE2, COBIT and ITIL methodologies. He is experienced in the development and delivery of various Service and Project Management consulting and training assignments
An ITIL Service Manager, Expert, Practitioner, PRINCE2 Practitioner and active in the itSMF Australia, Simon is also known under his alias of the ITILZealot.
He is a pragmatic thinker, who is always looking for the most effective and efficient way of conducting business. Combining a technical background, service orientation, industry best practices, analytical mind and his knowledge of and experience in IT Service Management, he is exceptionally qualified to advice organisations on improving their (IT Service) management processes.
IT service management, ITIL, SIAM, PRINCE2, Education
8 ‘til 8 AWST (GMT+8)
Actively engaged in the ITSM community sharing 20+ years of experience, Simone is a globally recognised expert, consultant, trainer and speaker at industry conferences involved in evolving best practice standards.
Her approach is a practical balance of people connected, knowledge shared, possibilities discovered and potential realised. In a variety of industries, she is experienced in process re-engineering systems across business units and critical people management aspects at strategic, tactical and operational level.
Simone engages you in a depth of knowledge, collaboration and sense of humour that is thought provoking, interesting and relevant. She improve’s people’s capability through helping them eliminate barriers or get creative within them.
Read more about Simone here
ITSM, ITIL, Customer Experience Management, Knowledge Management – Knowledge Centred Support (KCS), Support Centre/Service Desk Management, SFIA, Organisational Culture and Change Management, HR Training & Development
France/Europe and all timezones in relation to that e.g. USA (mornings), Australia (evenings). Special arrangement time scheduling available.
Steve has 30 plus years Service Management experience in operations, consulting and training.
An ITIL V2 manager and ITIL V3 expert, ISO 20000 Consultant and Auditor, Steve runs his own ITIL/Service Management training & consultancy company.
An author and contributor to many ITIL books, active member of the itSMF community and a regular presenter, Steve has many years of management experience in a range of organisations. He is recently and currently active in ISO20000 implementation and in giving accredited ITIL training. He is also a Qualified NLP coach.
ITIL / Service Management / ISO 20000
GMT plus / minus 6 (Any, times by agreement)
Steve has a 25 year pedigree in Service Management. He has performed operational roles, delivered ITIL training, authored ITSM publications and delivered complex consulting engagements for the world’s most challenging organisations. He led the ITSM consulting team at KPMG UK for 7 years, and having left them 2 years ago, he now runs his own consulting organisation, Syniad IT.
Steve is practically minded and offers his mentees a no-nonsense, straight talking approach, based on his real-world experience.
ITSM, process maturity, operating model development, ITSM tooling strategy, Service Integration & Management (SIAM), IT organisation design including role definition, role levelling, IT organisation design
GMT 09:00 – 17:00 Monday to Friday
Stuart is a consultant, trainer and author with an international reputation as an expert in IT service management and information security management. He has worked with a wide variety of clients in many countries, helping them create value for themselves and their customers. He is a Chartered Fellow of BCS (FBCS CITP), and a Certified Information Systems Security Professional (CISSP).
Stuart is the author of many ITSM publications including ITIL Service Transition, 2011 edition. He is also lead author of the Axelos Resilia® cyber resilience publication (due for publication June 2015). He has been an ITIL examiner for many years and is chief examiner for the AXELOS Resilia exams.
Stuart is well known for his ITSM blogs, many of which can be found here.
IT Service Management (all areas)
Information Security Management (mainly people, process and management system)
UK time zone, from 08:30 until 20:30
Suresh GP, M-Tech is currently the Founder & Managing Director at TaUB Solutions. He has over 14 Years of IT experience with 8 years at Hewlett Packard (HP).
He has wealth of experience in different facets of IT Service Management, IT Governance, Project & Program Management and ISO Standards. Over the years, he has performed diversified roles that included ITSM Consultant/Solution Architect/ Program Manager/Business Consultant and Architecture & Standards Governance Manager. With ideal blend of experience in Infrastructure Management domain and Managed Services, he continues to be a trusted advisor for Clients World Wide.
To complement his extensive experience, he has earned wide range of certifications that include ITIL V3 Expert, CGEIT, PMP, ISO 20000 Practitioner and ISO/IEC 20000 & 27001 Lead Auditor.
He is a regular blogger and speaker in National &International Forums like itSMF Australia, SITS, itSMF UK, itSMF NZ. Suresh runs the ITSM Weekly Asia Podcast covering Indian ITSM practitioners and senior executives on Market trends, challenges and best practices. He also serves as Board of Director at itSMF India and served earlier as Executive Council member of itSMF Singapore Chapter
ITSM, IT Governance, Project & Program Management, Information Security, Business Continuity Management and ISO Standards ( ISO/IEC 20000, 27001, 22301)
Asian Time Zone ( Singapore, India and UAE)
English, Hindi, Tamil
Tristan has 25 years experience in service industries and approaching 20 in IT and ITSM.
Initially working in higher education he had a brief detour through telecommunications and has more recently been consulting for a managed service provider supporting clients in various industry sectors including insurance, manufacturing and energy.
He believes in keeping things simple, in the power of continual improvement and in the importance of people and organisational culture. He thrives on building relationships and getting everyone on the same page to drive results for the customer.
ITSM, process review and design, Service Desk, BRM, CSI, customer focus, change management, leadership, knowledge management
Australia, APAC and others by prior arrangement