Our Contributors

Claire Agutter is the lead tutor of ITSM Zone ,an organisation that specialises in best practice e-learning. Courses include ITIL, PRINCE2, BRM Professional, Certified Agile Service Manager and the DevOps Foundation.

Thomas Atkinson is a part of a young passionate team that loves everything related to technology. He believes Samsung Galaxy S9 is going to be Samsung’s next prodigy phone and wants to keep other technology enthusiasts updated with all the information, rumors and specifications. In his spare time, Thomas loves to research new technology and go for runs. For more information you can visit our website Please Note: we are not affiliated with Samsung and every piece of information on our website is just rumors, nothing official.

Charlie Betz has 20 years of IT practitioner experience, including 6 years at Wells Fargo as Senior Enterprise Architect/VP for IT Portfolio and Systems Management. His current research applies Lean thinking to the IT management problems of the largest enterprises. He is author of the recent 2nd edition of Architecture and Patterns for IT.

Jyoti Bharwani is a Content Manager at Space-O Technologies that is specialized blockchain app development company. She has a keen interest in writing about mobile apps development. In fact, she has also started writing about Augmented Reality and Blockchain Technology. In free time, she prefers reading non-fiction books and gyming

Sameer Bhatia is founder & CEO of ProProfs, a leading provider of online learning tools for building, testing, and applying knowledge. ProProfs Knowledge Base Software is used to create highly-searchable online FAQ’s to improve customer service and reduce tickets. It helps centralize access to organizational files, documents and how-to articles ensuring they can be accessed across multiple devices and platforms.
Sameer founded ProProfs based on the vision that knowledge should be freely available to people from all walks of life. The site hosts 1,000,000+ pieces of content in 90+ languages, and is a leading platform for online training and assessment with the world’s largest library of professional tests & quizzes. He has a Master’s degree in Computer Science from the University of Southern California (USC) and is an ed-tech industry veteran.

Tim Boudreau has over 30 years in the software industry holding a variety of sales, sales management, business strategy and Strategic Alliance roles across companies such as CA Inc, Compuware, IBM Tivoli, InstallShield and now Flexera. For the past eight years Tim has focused his efforts on building out Flexera’s Global Strategic Alliance organization which includes technology and joint sales programs with BMC, ServiceNow, IBM, VMware and Microsoft. He has also led Flexera’s efforts to build out a strong ecosystem of partners and affiliations in the Software License Management space to help customers achieve maximum results with their License Management programs. Those partnerships and affiliations include KPMG, Deloitte, Dell, Accenture, and many others.

Stefan Brahmer is a Partner in Sim4people ApS – a Danish startup that focuses on innovative skill development through simplified, hands-on training with a digital simulation featuring Lego® Mindstorms® robots – and nothing less than an ambition to change the way people learn how to troubleshoot in a systematic way.
Over 12 years experience as a consultant and solution architect for the world’s leading problem solving methodology provider – Kepner-Tregoe – have allowed Stefan to gain first-hand experience on what is required to build a high performance support organization and uncover the barriers to success.
Being a passionate expert in the field of (Major) incident- and Problem Management - Stefan is working with organizations worldwide and he is also a regular speaker at international conferences.

Author, Speaker, recognised technology advocate and authority - Batman Fan

Peter Brooks is an Author, Consultant and Trainer in Service Governance, based in Cape Town.
He has been an independent consultant for the past fifteen years, and, before that, worked for Hewlett-Packard, mainly in the UK, for twenty years.
He is currently a director of the itSMF SA and has previously been director of the itSMF International.

Justin Burniske serves as the Director, Enterprise Solutions at fusionSpan While at fusionSpan, he has lead and supported CRM analysis, selection, implementation, and operation for over 20 clients. Prior to joining fusionSpan, Justin implemented and oversaw a CRM for an education nonprofit. Justin graduated from the University of Maryland MBA program and combined with his life-long interest in technology he enjoys bridging the gap between people and technology. Also, he wants you to know he loves his family.

Carlos Casanova is an internationally known speaker, IT architect, leadership advisor, and co-author of The CMDB Imperative. He has over two decades of hands-on experience guiding CIOs and Sr. Leadership to achieve effective IT operations and improve ROI from infrastructure investments. His expansive experience enables him to quickly assess their true needs and achieve better business outcomes. He takes the complexity out of today's cluttered IT and business environments to simplify their goals in order to accelerate achievement and success.

Cheryl Chandola is the Director, Editing and Testing, ReadPlease.com
Cheryl conducts hands-on reviews and extensive testing of products as well as manages the editorial and testing teams at ReadPlease.com. In her spare time, she runs an ecommerce store and loves spending time with her daughter and dog, Blue.

John Clark is an IT Service Management Architect for Microsoft Enterprise Services in the United States. John is a strong advocate and advisor for helping Microsoft customers evolve from legacy ITSM operating models, to applying Modern Service Management approaches and principles which have evolved service management lessons learned internally and externally by Microsoft and its customers.

John has sold, participated in, lead, and completed a number of large, enterprise-wide IT Service Management transformation projects throughout his career of 25 years, as well as many more, smaller, incremental improvement projects aimed at increasing quality, providing business insights, and/or reducing cost and waste. John is currently co-authoring a TSO Publication on Service Desk 2.0 which highlights the evolving nature, role, and make-up of modern the IT Service Desk.

John has presented at numerous itSMF USA Fusion events, local Interest Group meetings and has been in leadership roles for the 3 time recognized Ohio Valley itSMF Local Interest Group.

Erna Clayton is a passionate writer who loves writing pieces on several topics related to software development and testing. In her free time, she loves reading novels, traveling and attending conferences.

Blake Davies is an IT writer and support professional who has contributed to a number of online media outlets. He is mostly focused on latest trends and solutions in data analysis and processing applicable to startups and SMBs.

Phyllis is an innovative and focused professional with more than 20 years of experience in Business/IT Strategy, Enterprise service management, governance, customer service and support, ITSM tool implementation, HR automation and team building.

After more than 20 years in the support industry, she is taking her thought leadership out to the community by focusing on writing and speaking. In addition to her activities as a blogger, she's a published author and her book “Service Management Online: Creating a Successful Service Request Catalog” is available through TSO.

She's also an experienced international speaker, having delivered keynotes and conference breakout sessions since her first speaking engagement in 1997.

You can follow Phyllis on Facebook, Linked In and Twitter or visit her website www.ez2bgr8.com.

Sergey Dureiko is an ITSM Consultant and Senior Software Developer at ScienceSoft, a software development and consulting company headquartered in McKinney, Texas. With 8+ years of experience, Sergei focuses on ITIL concepts and ITSM tools (ServiceNow and BMC Remedy platforms), with the last 5 years spent on ITSM tools integration practices. He holds a range of internationally-recognized certifications, including ITIL v3 Foundation, Certified ServiceNow System Administrator, and BMC Remedy AR System Skilled Professional Certificate.

Founder and General Manager of Concentric Circle Consulting, Robert S. Falkowitz has over thirty years experience in information technology and service management. He has provided consulting and training services to a wide variety of organizations, both private and public, commercial and non-profit. He is the author of IT Tools for the Business when the Business is IT and numerous articles. A frequently invited speaker, he is active in the service management movement internationally and is one of the original members of the Taking Service Forward initiative.

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

Malcolm Fry has more than 40 years of industry experience. This brings an unparalleled breadth of knowledge on IT business and technical issues and has made him a regular keynote speaker all over the world.
Malcolm has authored many publications on IT service and support. Some of my publications include A Step-by-Step Guide to Building a CMDB, How to Build a Service Management Department, and ITIL Lite a Road Map to Partial or Full ITIL Implementation.
Malcolm is also a member of the v3 Advisory Group and a mentor for the Service Operations book. In 2009 I was awarded the prestigious Ron Muns Lifetime Achievement Award for IT service and support and in 2014 the IT Industry Legend Award.

James is an ITIL accredited Service Management and IT Operations Management consultant with over 20 years in IT and over 10 years experience managing, mentoring and leading IT support teams in the UK,
India and New Zealand, across Outsource, Utilities, Media & Broadcast, Public Health and Tertiary Education environments.
Recent opportunities have allowed James to use his experience to assist organisations improve processes Service Desks and IT support teams, enabling continuous improvement whilst also delivering a stable operational environment.
James is also an accomplished people manager, varying from small local teams to large multi-national teams and is experienced in strategic thinking to drive improvements and change.

Paul Gleeson is the VP and Global Head of Service Management and Service Integration and Management (SIAM) at Unisys. He leads the global organization focused on consulting, platforms and management services helping clients transform their organizations to better compete in the new digital world. Paul’s expertise encompasses several key areas of today’s digital transformation, from core service management practice areas to using innovation to unlock value within an organization to the new areas of service governance and compliance driven by SIAM.

Olivia is the Community Marketing and DevOps Advocate at Inedo. She focuses on helping Inedo’s users embrace Agile and DevOps methodologies, and is passionate about finding the right solutions for individual and team issues. She is a frequent contributor to the Inedo blog, and often lends a hand on support chats. Olivia has been a communications professional for 8 years, and is a proud graduate of The Ohio State University. In her free time she hits the mountain bike trails nearby in the Cleveland Metroparks, and when she’s not tearing it up in the mud, she’s always on the hunt for Cleveland’s latest addition to their growing food scene. Go Bucks!

Nikunj Gundaniya, Product manager Digipay.guru, one of the leading digital wallet app development company USA, which provides mobile finance application development services. He is a visionary leader whose flamboyant management style has given profitable results for the company. He believes in the mantra of giving 100% to his work.

Adam Holtby is responsible for researching and developing Ovums™research on IT service management and enterprise mobility.
Adam is involved in the planning, coordination, and development of various ITSM and enterprise mobility research deliverables, including enterprise case studies, detailed technology audits and assessments, and insight papers developed to help practitioners in refining and developing their IT and digital transformation strategies.
Adam recognizes that people are ultimately the drivers of successful IT operation and transformation efforts. Throughout his professional career, understanding and applying practices that can help better enable people has been a constant value to Adam.

Matt Hooper is the ITSM Product Evangelist at LANDESK. He is an industry advocate for Service Management strategies and best practices around Enterprise Service Management. For over 20 years Matt has instituted methodologies for business intelligence and optimization. Leveraging technology to drive business outcomes, he has built an industry reputation for his highly effective approach to creating value through Service Management. Matt is active on Social Media known as @VigilantGuy, and co-hosts the weekly podcast: Hacking Business Technology. HackBizTech.com

Michael has been providing consulting and guidance in IT Operations, ITSM and SIAM to enterprise level organizations in many industries for more than 20 years, and has extensive background in data center and service desk operations, technical writing, mentoring, cause analysis and workflow improvement. He is known for bringing the view of a detective to these efforts, perspective he credits to education in crime scene investigation and over 10 years designing processes and performing risk management in the private security sector prior to his career in IT. A confirmed realist that believes no project can be truly successful unless all involved parties are grounded in reality, Michael is always prepared to paint ‘the elephant in the room’ bright yellow when appropriate….

Tom Leyden is vice president of corporate marketing at Excelero, a disruptor in software-defined block storage inspired by the tech giants’ shared-nothing architectures for web-scale applications. He has over 20 years of expertise in developing and marketing next-generation enterprise storage technologies.

Guillermo Lopez Moratinos is a Lean & Agile Coach experienced in guiding companies in their Liquid transformation. Guillermo is a regular speaker at conferences globally and an influencing writer in ITIL, Lean, Lean Six Sigma, Agile, Devops, ... Guillermo is certified in ITIL Expert, Lean IT, Lean Six Sigma Black Belt, Prince2, CobIT, ISO 20000,27001,22301 Auditor, CISA, CRISC

In 23 years working for the UK government, Ivor Macfarlane moved from forestry to ITSM via prison, stores and training. He has worked as a Service Management trainer, consultant and writer since going freelance in 1999 and then after a 7 year spell with IBM he is now independent again working through MacfPartners to deliver training and consultancy to customers.

He was an author for ITIL (versions 1,2 & 3), ISO20000 and ITSM library and an ITIL examiner since 1991. He is well known at ITSM events having presented at many around the world (39 countries so far) and is an active contributor to social media.

Kirstie Magowan is the managing editor of IT Chronicles. Kirstie is an experienced journalist and publisher who has been working in the IT Service Management industry since 1999. Kirstie is a regular speaker at industry conferences globally.

Michelle Major-Goldsmith is Lead Architect for the Service Integration and Management Professional Body of Knowledge and a founder member of the SIAM Foundation BoK architect team. In 2017 the team were awarded Thought Leaders of the Year by the itSMF UK. Michelle has been a committee member of various forums for many years including itSMF WA Branch and AXELOS global best practice working group. In 2010 she was awarded the UK itSMF Trainer of the Year award. In 2017 she was awarded the Service Management Champion of the Year by itSMF Australia and in 2018 shared the award of itSMF Thought Leader as well as being listed as one of the top 25 service management people to follow on Twitter.

Malini Jayaganesh is a Business Relationship Manager (BRM) who draws upon her varied professional experience (as business analyst, academic, writer, speaker and story-teller) to foster collaboration in complex organisations. Her multidisciplinary approach incorporates Lean, Agile and Design Thinking. Her contribution has been recognised with a Highly Commended Award for Service Excellence by the Department of Health & Human Services in Victoria, Australia. She is also affiliated with BRMI, as a member of their Global Council. Connect with Malini on LinkedIn & Twitter @MaliniJay9
Mark Smalley is an IT Management Consultant at Smalley.IT and is specialized in application management and business information management. He is affiliated with the non-profit ASL BiSL Foundation, APMG International, GamingWorks and AllThingsITSM. Mark is an inaugural member of the industry initiatives SMCongress and Taking Service Forward. Also known as The IT Paradigmologist, Mark has spoken to thousands of IT professionals at more than 100 events on 4 continents. Connect with Mark on LinkedIn and Twitter @marksmalley.

Stephen Mann is a well known name in the IT Service Management Industry. During his 24-year career, his roles have included IT consultancy, IT service management (ITSM), IT asset management (ITAM), innovation and creativity facilitation, IT research and analysis, project management, finance consultancy, internal audit, IT software product marketing, and now ghost writing content.

Dan has been building teams and coaching others to foster innovation and solve real-time problems. Dan also enjoys photography and traveling.

It seems that everyone these days believes in the power of technology to transform. Believing in the power of IT to transform is one thing, actually making it happen however, is an entirely different matter. The road to fulfilling IT’s potential to transform our organisations is more often a road to failure than it is a road to success. Just look at the statistics. Most pundits agree that 70+% of IT enabled change programmes fail.
As a lover of technology and a believer in technology’s potential to transform, Owen McCall finds statistics like this very frustrating. As a result he now dedicates his time to supporting organisations to implement better ways to deliver change and to fulfil on technology's transformative power.
Owen is a qualified accountant and was previously a partner in Deloitte Consulting where for several years he led Deloitte’s Australasian outsourcing business before returning to New Zealand to take up the position of CIO of The Warehouse Group. In addition to running his practice Owen is a regular blogger and contributor to CIO and iStart publications and is sought after as both an event speaker and judge of industry awards including CIO 100 and the NZ Hi Tech Awards.
For more information visit OwenMcCall.com

Dan McCarthy helps IT leaders assess and improve their organizations and processes. He writes atVerax about improving working life, processes, and efficiency, with some left-field perspectives from his Anthropology background. Currently working on the launch of Zeno assessment software. Dan has also been sighted lurking near pianos and guitars as if to play them.

Simon Dorst is Kinetic IT’s Manager for Education & Learning. ITIL trained in 1992, he has spent most of his career educating and advising people and organisations in the Netherlands, Singapore and Australia of its benefits and application. To him, ITIL is nothing more (or less) than common sense, written down, and as such, it is undeniable, but also easily combined with other frameworks such as COBIT, MOF, DEV OPS, AGILE, PRINCE2, OBASHI or in this case SIAM. Simon is the State Branch Chair for and frequent contributor to the itSMF Australia. His pseudonym of the ITIL Zealot is a well-known and respected voice in the global service management community.Michelle Major-Goldsmith is the Service Management Capability Manager with Kinetic IT. Her role is to educate, rather than ‘just train’, mentor and advise Kinetic IT staff and its customers in the principles of service management and the practical application of these principles in various environments. Michelle has been in the 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. In addition to her role with Kinetic IT, 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.

Simone Jo Moore is pushing boundaries and asking the tough questions of organisations with how they are designing and using their technology. Her work involves guiding the digital journey of organisations and individuals in adapting to Humanising IT. Blending business and technology approaches and frameworks to help us thrive in an ever-changing, dynamic world. Flourishing humans and exceptional experiences are a result of her active values - people connected, knowledge shared, possibilities discovered and potential realised.

A recognised Top 25 Industry Thought Leader, 2021 Women in DevOps list, WomenTech award nominee, Simone is the Editorial Director of 'The Era of HumanisingIT' docuseries, contributing author to VeriSM Unwrapped, Applied and ITIL4 High Velocity IT and other international certifications, DevOps Institute eBooks and a contributing reviewer for the European Commission and Cynefin based Field Guide on Managing complexity (and chaos) in times of crisis.

Simone takes things beyond technology by combining it with her HR, Organisational Change and complementary health background for a deep leadership experience shared through writing, consulting, training, workshops, conferences, podcasts and social media.

Steve Morgan is Director of Syniad IT, a consulting organisation specialising in ITSM and SIAM programmes, focussing on design, build, implementation and optimisation of highly effective IT operating models.
He is also chair of the UK itSMF SIAM Special Interest group, a role he has undertaken since the summer of 2015.
Steve has extensive experience of ITSM and SIAM, from his 15 years spent in retail banking as a practitioner, and his 15 years of consulting, both in niche organisations and at KPMG, where Steve lead the ITSM consulting capability.
Steve has worked across industry sectors, bringing his experience and pragmatic approach to variety of IT programmes.

Jonathan Munn is Zendesk's resident event evangelist for EMEA spreading the word on the importance of great customer service, whether internal or external, week-in week-out at both IT service management and customer service conferences. Prior to this, Jonathan has been a longtime contributor to the IT service management community, working at the Service Desk Institute and co-founding Conference in a Box and Keen a one-to-many training platform. Throughout his career, Jonathan has been at the coal face of customer service and a builder better customer experiences.

Dave helps internal shared service providers adopt Net Promoter® principles and use customer feedback to provide better service, enhance their reputation, and improve the performance of individuals and teams.
He's the founder and CEO of Silversix, the company behind CIOPulse,an award-winning internal customer experience management tool.
He can be reached at @silversix_dave and linkedin.com/in/daveoreardon

Anthony Orr has more than thirty years of experience working in various IT strategy, managerial, consulting, executive advisory, marketing, and technical positions. He is the ITSM best practice director at Samanage. Anthony is author of the ITIL v3 2011 publications and the ITIL MALC exam book, as well as a Sr. Examiner for the ITIL v2, v3 and Cyber-Resilience certification examinations. He has published numerous podcasts, videos, booklets, white papers and articles, including a white paper, Synergies between ITIL and DevOps, with AXELOS. Anthony has traveled to over 50 countries and lectured at universities around the world.

Greg Oxton is the CEO of the Consortium for Service Innovation.
In his 16 years at IBM, Greg held management positions in customer-service operations, planning, and support strategy development. Greg managed a major worldwide support reengineering effort at Tandem Computers and then became the Director of Global Support Planning for Tandem. Prior to joining the Consortium, he held the position of Sr. Director of Business Development at N.E.T. Greg's specialty is customer service strategy and organizational development. As a member of the Consortium while at Tandem and N.E.T., Greg participated in the Strategic Issues Working Group which defined the Multi-vendor Support Strategy. He joined the Consortium staff in July of 1996. In 2013, Greg was awarded the Ron Muns Lifetime Achievement Award for his leadership and contributions to the service and support industry.

John Prestridge is Chief Marketing Officer at EasyVista. An accomplished marketing and product strategist focused on customer needs, he helps drive product innovation and market development within the IT service management software industry to support the digital transformation of enterprise companies. He is a firm believer that ITSM 2.0 is the critical path for companies transitioning to the Digital Workplace. John brings broad expertise in the technologies shaping the future workplace, including service management, cloud computing, application virtualization, mobility, intelligent automation, and compliance. John has held sales and marketing leadership roles at SunView Software, Citrix Systems, and Sequoia Software (acquired by Citrix) to name a few. He has also led global ERP implementations, security architecture development, advanced technology adoption, and enterprise software development initiatives as a senior IT executive in the private sector.

Tracy Ragan is COO and Co-Founder of DeployHub. She is expert in configuration management and pipeline life cycle practices with a hyper focus on microservices and cloud native architecture. She currently serves as a board member of the Continuous Delivery Foundation (CDF) and the Executive Director of the Ortelius Open Source project for Microservice Management. Tracy is a recognized evangelist in microservices and the continuous delivery pipeline. She is the creator of the Continuous Delivery Foundation Interactive Landscape, a blog contributor for the CDF, recognized by TechBeacon as one of the top 100 DevOps visionaries and speaks at many DevOps events such as CNCF’s KubeCon and CloudBees DevOps World.

Harry is an project, business and service management consultant that has been working in the IT industry since 1997, currently working for CBO2 Consulting.
In his work within ITSM, Project and Governance, Harry always takes the customer's current and specific position with business models to establish and develop improved processes, business value and organizations.
He has experience in Business Consulting, Architecture within IT Service Management (ITSM), Management, Software Asset Management (SAM), Financial Management and Governance with extensive background in Project Management, Contract and Bid management, often being a mentor to the steering groups, IT managers and top management representatives.

Lilac has 20 years of experience with product marketing, strategy, and business development in the data protection, cloud and virtualization. She leads product marketing for Carbonite, and, in prior roles, led marketing for iland, a DRaaS provider; cloud and automation marketing at BMC Software; and a variety of other technology marketing and consulting roles. Lilac holds an MBA from MIT Sloan School of Management and a Computer Science degree from Pacific Lutheran University.

Andrew Schydlowsky is the founder and CEO of the Internet brand protection platform TrackStreet, which monitors the web for brands and manufacturers to ensure their MAP and other policies are being adhered to, and automatically responds to violations. A serial entrepreneur, Andrew is also the founder of Sticky, the leading online tool for adding customer-driven conversations to video and web pages, and he founded and ran the health and wellness e-tailer Performance Unlimited. The Pacific Business Times has recognized Andrew with a 40 Under 40 Award.

Marcel Shaw is a technology blogger focusing on ITSM, ITAM, and Endpoint Management at marcelshaw.com. Marcel has worked as technical consultant for more than 25 years for industry leading IT companies with a focus on United States government agencies. Marcel's experience also includes working as a legal expert witness for IT management. Marcel writes about industry technology trends and best practices. He incorporates his views and his many years of experience to provide unique technology advice for people that manage and support IT solutions.

Noam Shendar, COO of Zadara Storage, has more than 20 years of experience in storage and chip-level engineering, product development and business planning, and holds a patent on a digital television technology. He was formerly senior director of business planning and product management at LSI, leading a new product group in the Engenio storage unit (now a part of NetApp). Before that he was director of corporate strategy for LSI, a strategy director for MIPS Technologies, and VP of applications engineering for iBlast, an entertainment technology startup. Earlier he held research and engineering positions at Intel Corporation’s Microprocessor Products Group.)

Mark Smalley is an IT Management Consultant at Smalley.IT and is specialized in application management and business information management. He is affiliated with the non-profit ASL BiSL Foundation, APMG International, <a

Mark Smalley is a writer, speaker, trainer, consultant and bridge builder at Smalley.IT. Also known as The IT Paradigmologist. He helps people discover where they are and to visualize where they want to be. His main area of interest is the management of IT systems and services. Mark is a contributor to bodies of knowledge such as ASL, BiSL, BRM, COBIT, DevOps, IT4IT, ITIL, VeriSM and XLA. He has spoken at hundreds of events in more than thirty countries.

Wolter Smit is CEO of TOPdesk having founded the business in 1993. He continues to drive innovation in the service management marketplace and was nominated as the Ernst & Young 2011 Entrepreneur of the Year.

Joanna Sommer is the Senior Editor for InformedMag and is passionate about security and tech. She has been working in the home safety and security field for 5 years. Joanna loves to travel and enjoys going to hot yoga and Barre classes. She is dedicated to creating articles that both educate and help people make an informed purchasing decision.

Sandeep Srivastava, Digital Marketing Head at ResultFirst, is a data-driven digital marketer with over 8 years of successful online marketing experience. He enjoys sharing his knowledge in the field Technology, Gadgets, and Digital Marketing. Off duty, he enjoys spending time with his family and indulging in cricket matches.

Sid Suri is the Vice President of Marketing for JIRA Service Desk. He's working in various technology marketing roles over the last fifteen years at Salesforce.com, Oracle (CRM), InQuira (acquired by Oracle) and TIBCO Software. He has an MBA from the Haas School of Business and a bachelors in Economics and Italian from Middlebury College. He lives in San Francisco, California

Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT Governance consultancy based in Fishers, Indiana. Doug is a strategic, innovative, and solutions-driven service management professional with over twenty-five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM, focusing on value delivery and organizational transformation.

Doug holds the ITIL® Expert, ITIL® Service Manager, ISO/IEC 20000 Consultant Manager, and other industry certifications. He is peer-recognized as a Fellow in Service Management (FSM TM). Doug is also a certified ITIL® Foundation and HDI trainer.

An active volunteer within the ITSM community, Doug is a frequent presenter and contributor at industry user group meetings, webinars, and conferences. He is a member and former president of itSMF USA, as well as a member of HDI.

Mark Thiele’s successful career in IT spans 25 years and has focused on both operating roles and on driving cloud adoption across enterprises of all sizes. Mark has deep industry experience and extensive knowledge of the requirements of policy-driven cloud computing and drives cross-functional strategic initiatives as Chief Strategy Officer for Apcera.

Prior to joining Apcera, Mark was the executive vice president of ecosystem development at Switch SUPERNAP, builders of the world’s highest-rated data centers. He is also the president and founder of Data Center Pulse, an organization created to promote best practices in the data center industry. Mark has held executive roles at HP, Gilead, VMware and Brocade and is a member of nonprofit groups including The Green Grid and Infrastructure 2.0, where he advocates for data center and cloud industry evolution.

Eric T. Tung is the director of digital communications for GoTo Marketers, a top-rated social media strategist and consultant, and dad. He has worked with some of the leading companies in the world on digital communications and employment branding, and makes a mean smoked brisket. Eric is based in Houston, Texas, and you can find him on most channels as EricTTung.

Yuvrajsinh is a Marketing Manager at Space-O Technologies. Being a member of the Blockchain app development company, he spends most of his time researching on the blockchain-based mobile app and startup trends. He is a regular contributor to Entrepreneur, Yourstory, and Upwork. If you have any confusion, or question, or need any consultation regarding the mobile app development process, feel free to contact him.

Nancy Louisnord is the Chief Marketing Officer of EasyVista, responsible for the company’s global and regional marketing programs and product marketing strategy. With more than 14 years of global leadership experience in the ITSM software industry, she is a sought-after presenter at conferences and contributor to several leading industry publications. EasyVista is a global software provider of intelligent service automation solutions for enterprise service management and self-help. Leveraging the power of ITSM, Self-Help, AI, and Micro Apps to create customer-focused service experiences, EasyVista has helped companies improve employee productivity, reduce operating costs, and increase customer satisfaction.

Dave van Herpen is a management consultant, advocating agilty in IT application and service management, with a track record in service and process improvements and organizational change. His drive is to help organizations complete the service lifecycle to truly deliver on the agile promise. Dave has been involved in several ITSM communities, such as itSMF, ASL/BiSL Foundation, Ngi-NGN, also in organizing ITSM-related events for these communities. Dave is guest lecturer at several universities, and a well regarded writer and speaker.

Stephen Watts is an IT marketing professional based in Birmingham, AL. Stephen works at BMC Software and focuses on creating best-in-class web content.

Philipp Weiser is the Founder and Director of Engineering at AnyDesk the fastest remote desktop software on the market.

Philipp is a Graduate in Physics from the University of Stuttgart (2007), and the winner of several international programming competitions and expert in software development and computer applications. He has previously worked in the programming department at TeamViewer. AnyDesk is the fastest remote desktop application for private users and companies on the market. Created in Stuttgart (Germany) by ex-employees of TeamViewer, AnyDesk allows direct access from anywhere to all kinds of data, images, videos and applications on a computer. These can be shared by two or more people (no upper limit) in real time without the need to upload them into the cloud.

AnyDesk is specially designed to work with GUIs and editing programs thanks to the newly developed image transfer process DeskRT. AnyDesk is available in 28 languages and is compatible with Windows, Mac and Linux and iOS and Android devices. For more information visit: anydesk.es/.

Dominic Wellington is Director of Marketing for Europe at Moogsoft, helping companies move adopt AIOps to streamline their IT Operations and become more agile and responsive to ever-changing demands. He has been involved in IT operations for a number of years, working in fields as diverse as SecOps, cloud computing, and data center automation.

Paul has been actively involved in ITSM for more than 40 years in a variety of roles from operations, to development to IT management. He was also actively involved in the development of ITIL Practitioner which introduced the Guiding principles to align ITIL to a more Agile way of working. Paul is Business Development Director of GamingWorks, the company that developed the internationally renowned ‘Apollo 13 – an ITSM case experience’ ITSM simulation game, the ‘Phoenix Project’ DevOps simulation and most recently the MarsLander simulation which can be used to support ITIL®4 training and culture change. He was also co-author and developer of the ‘ABC of ICT’ (The Attitude, Behavior and Culture of ICT) publications, having conducted ABC workshops and simulation workshops with delegates representing more than 5000 organizations worldwide. He is a DASA ambassador.

Mark Woeppel is founder and president of Pinnacle Strategies, an international management consulting firm working to improve productivity in project management and processes. He frequently writes on the subject of execution performance, having written three books —Manufacturer’s Guide to Implementing the Theory of Constraints and Projects in Less Time: A Synopsis of Critical Chain and most recently, Visual Project Management; Simplifying Project Execution to Deliver on Time and On Budget. He has also penned numerous white papers and eBooks on project execution and has taught or lectured at several universities, including Northwestern Kellogg School, California Institute of Technology, and the University of Kansas.

Peter Yates is head of operations, IT and platforms at Spark Ventures, focusing on innovation and digital technologies underlined by a strong technology foundation. His previous roles included technology services group manager/CIO at Foster Moore and IS infrastructure manager at Auckland Council.

Aleks Yenin is an IT Management consultant. With over 15 years of experience in IT field and 100+ (really, hundreds) successfully completed IT projects. As he works with different companies all over the world, Aleks loves to see how IT helps businesses to be more efficient, reliable, productive and stay on the top of success. Aleks has an extensive experience in Atlassian ecosystem as tools set for processes automatization. Being an ITSM and ITIL expert and enthusiast, Aleks focuses on business demands, helping to achieve great results. You can say hello to Aleks on LinkedIn

Robert Young is the Senior Director of Product Marketing at Astound, a company focused on automating IT service and support using AI and NLP. Robert has two decades of experience in ITSM, including 5 years at IDC as Research Director for ITSM and Client Virtualization Software. He also previously held IT operations and knowledge management positions at several large enterprises and while on active duty with the U.S. Air Force. Robert continually looks at how cloud, mobile, and AI technologies are changing not only how users interact with devices, but also how IT organizations interact with their customers.

Anthony Young spent over ten years working within security and risk as a consultant before joining Bridewell Consulting in 2013. Anthony's passion is to provide Security and Risk support services across the UK either through supporting internal teams or offering advisory services.