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Speaker Biographies
Click on the presenter names for a link to the respective abstracts.
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Shirley is a co-author of the OGC’s ITIL® V3 Service Transition book with
Ivor. She has a wealth of service management experience and a great track
record in enabling customers to deliver real value and improvement.
She is Vice Chair of the British Computer Society (BCS): Configuration
Management Specialist Group. She represents the BCS on the BSI committee
that developed the IT service management standard, ISO/IEC 20000. She also
co-authored the BSI
publications on Achieving ISO/IEC 20000.
She brings practical knowledge and experience to her conference
presentations. She is an accredited ITIL trainer and she regularly organises
and facilitates workshops.
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Ivor has been involved with IT Service Management Best Practice since 1989,
and is a major contributor to relevant publications. His authoring credits
include ITIL books, versions 1, 2 and 3, ISO/IEC 20000, the itSMF UK’s
pocketbook and dictionary and the ITSM library.
He has been actively involved with itSMF since 1994 and is currently the
chair of the itSMF’s international Publications Executive Sub-Committee
(IPESC).
Ivor is an IT Service Management Consultant and Trainer, having delivered
training and seminars in every continent (except Antarctica), spoken for
itSMF in 26 countries to date and delivered consultancy assignments in
Europe, USA and New Zealand. He joined IBM in June 2007 and continues to
contribute to best practice development, write and talk about IT Service
management and work with IBM’s customers to help them improve their
services.
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John Dixon is currently Director, Quality & Compliance within
GlaxoSmithKline’s IT Infrastructure Division. Managing a team of 10 globally
located quality professionals and accountable for regulatory compliance (GXP
and Sarbanes-Oxley), the quality management system and quality improvement.
He has recently taken on a “project” to establish a Configuration
Management function within GSK. Being sneaky he is using this as part of his
dissertation submission as part of an MSc!
John has worked in pharmaceutical IT for 9 years and has been involved in
Configuration Management, Change Control and Outsourcing activities in
addition to his QA role.
Prior to joining GSK, John spent a great deal of time as a professional
auditor, and has built quality management systems in a telecommunications
test laboratory in Bandung, Indonesia (certified EN45001), in a regulatory
organisation (EN45011 and EN45012) and in manufacturing (ISO9002).
Graduating in Electronic Engineering & Computer Technology (1990) from
Birmingham Polytechnic and currently in the final year of an MSc Business
Information Technology at Westminster University, John is a Member of the
British Computer Society and a member BARQA and sits on their computing
Committee.
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Kevin Holland, NHS Connecting for Health
Kevin started his career in IT with a computer science degree in the days
when the nadir of computer graphics was Space Invaders. He then trained as a
software engineer, working on telephony, operating systems, and banking
systems. A move into manufacturing led to a rapid progression into IT
Service Management in a variety of industries manufacturing products as
diverse as worktops, wheel trims, widgets, bottles, buses and beer. Early
exposure to world class product development and quality assurance &
management techniques led to a specialism in introducing and improving IT
services. He is currently the Head of Service Quality Improvement for the
NHS National Programme for IT. In his spare time he helps to expand and
explore the world of IT service management, by reviewing publications,
presenting at events, active involvement in BSI working groups, and as a
member of the ISEB and APMG service management examination boards.
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John Boyce Barclays Global Investors
John Boyce has worked in BGI’s Global IT organization for the last 10
years, in a wide variety of IT roles. After having run BGI’s Australian
Application Development team, he then took on the role of implementing
Collabnet’s suite of source code management and issue tracking tools across
BGI’s global IT organization. He was responsible for rolling out BGI’s
Global Change Management processes and implementing an appropriate set of
Software Development Lifecycles via a major IT Process Transformation
initiative. Currently John is leading BGI’s Global Service Management
initiative. He has the accountability of implementing ITIL based IT
management frameworks and toolsets in the Incident, Problem, Release,
Change and Service Catalogue management domains. A major component of this
work is implementing a fully operational CMDB and ensuring that it is
maintained by appropriate change & release management processes and
toolsets. This includes implementing effective configuration management
processes and tools, and automation of the same. John also has
accountability for BGI’s Global Test Centre of Excellence and BGI’s overall
testing policies and procedures.
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Majid Iqbal is a Gartner subject matter expert on service management and
strategy. He advises customers in industry and government on how to develop
and improve service management capabilities. He is a specialist in
high-maturity practices such as outcome-based service definitions, market
spaces, demand patterns, service level packages, service assets, and service
portfolio as defined in ITIL v3. He developed the concept of service
management as a strategic asset.
Majid is a co-author of the ITIL v3 Service Strategy book. He is a senior
Examiner for ITIL v3 Qualification Scheme and visiting faculty at Carnegie
Mellon University’s IT Services Qualification Center. He is regularly
invited to speak at events in industry and academia on topics related to
service management. He also reviews manuscripts and proposals for books,
papers and articles on such topics.
Majid’s previous experience includes sales, product management,
capability assessment, business analysis, process improvement, and
organization development. The experience covers areas such as application
development, technical services, systems integration, payment systems, and
computing solutions; in North America, Asia and Europe.
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Ryan Lloyd is a Product Manager for MKS, a Chartered IT Professional and
member of the British Computer Society. He has been responsible for the
implementation of Application Lifecycle Management and IT Service Management
solutions for a number of global organizations, with a focus on the
transition between development and operations. He has spoken on a wide range
of topics affecting application development and it operations teams
including geographically distributed development, development productivity,
release efficiency and the convergence of service management / application
development. He is ITIL Foundation and Practitioner certified and a member
of the itSMF UK and US.
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Until recently Shahin was running the JPMorgan Chase Investment Bank's Application
Development & Collaboration Technology program and is now the Exotics and
Hybrids Application Architect. He has over 15 years of experience in IT
systems and architecture having started his career in the Space and
Satellite Communications industry. Prior to JP Morgan, Shahin was the CTO of
Evolution Consulting Group PLC.
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Steve Straker is a well known speaker on the Service Management industry
with over 15 years experience. Whilst working on some of the largest public
projects, Steve has brought an insight into the practicalities of
implementing processes and technology and an approach which has a proven
track record. Steve has managed both BS15000 and ISO/IEC 20000
implementation projects over the last 3 years, all successful and on time.
Previous assignments have taken him as far afield as the Caribbean and the
USA, whilst the Netherlands has provided some of the most challenging work
to date. Working on the itSMF Change, Configuration and Release Special
Interest Working Party for over 2 years has seen some valuable guides
produced for its members. A holder of several ISEB qualifications, a Fellow
to the Institute of Service Management, and a member of the itSMF UK Board.
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Mr. Richards has over 15 years as an executive in the software industry
and sits on both boards and advisory boards of Silicon Valley start-up
ventures. He is a veteran of several successful start-up companies in
Enterprise Software and is recognized as an industry leader in both EAI and
EAI standards. He has spoken and written widely about standards in
application integration and the adoption of open-source technologies.
Prior to WANdisco, Mr. Richards served as the President and CEO of
Librados, where he took the company from an early stage technology company
to exponential customer and revenue growth. David led the company's
acquisition by NetManage (Nasdaq:NETM) just over a year after joining the
company. Following the successful acquisition he joined the executive
management team of NetManage where he served as Vice President and General
Manager.
Prior to Librados, David was the President and CEO of Insevo, Inc. where
he raised venture capital from the world largest venture capital fund, 3i.
After becoming a recognized leader in the middleware space the company was
acquired.
David has also served on the boards of ObjectWeb, a leading open source
application server company based in France and the EAI Industry Consortium
where he also chaired the adapter committee.
David currently serves on the boards and advisory boards of several
technology companies. He is a strategic advisor to NEC Corporation, where he
advises the head of NEC software group (Japan) to define open source
strategy. David holds a BS degree in Computer Science from the University of
Huddersfield, England.
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In the past year Kevin has spoken at 50 conferences and seminars on a
range of leading IT topics, including methodologies, business analysis,
quality assurance techniques, governance, open source issues, tool
interoperability, from the mainframe to distributed to the web and embedded
systems. He is a much sought after speaker, recognized around the world for
his provocative and entertaining style. Kevin is a 30 year industry veteran,
holder of three technology patents and today is VP and Chief Evangelist at
leading Application Lifecycle Management vendor Serena Software. He started
his career software developer and rose to lead the engineering team as VP of
R&D at Serena Software, a role he held for 8 years. In the past three years
he has been crossing the globe building an ecosystem of leading vendors in
support of the Eclipse Application Lifecycle Framework (ALF) Project. As the
project’s evangelist he has met with over 4,000 people. At Serena he works
closely with analysts, the press, customers, partners and employees to
exchange ideas about industry direction and business issues. He was born and
educated in the UK and now lives and works in California with his wife, two
kids and obligatory dog from the pound.
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Krzysztof (Chris) Baczkiewicz is the IT Standards Support Manager at
Eracent, Inc. In this role, Chris is responsible for promulgating IT best
practices and standards that impact management of IT as a business
including, among others, ITIL, ISO standards and IAITAM’s best practices. He
also provides input to the Eracent development department to ensure the
alignment with these practices.
Chris participated in the ISO/IEC 19770-2 standard development as a
definitions team leader. He has been nominated to be the Project Editor for
ISO/IEC 19770-2 and ISO/IEC 19770-3 standards. He is also a member of board
for itSMF Poland.
Prior to becoming the IT Standards Support Manager, Chris
held a leadership role on the development team for Eracent’s discovery
product Enterprise AM™. Chris has a Masters in Software Engineering from the
Technical University of Wroclaw.
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Andrew Pieri, Associated
Newspapers Ltd
Andrew Pieri is the Central Operations Director at Associated Newspapers
Limited (ANL). Andrew has been at Associated for more than 20 years and held
a number of positions in Support, Development and Business Relationship
Management. He is presently responsible for Support Service Delivery across
ANL's Publishing, Advertising, Commercial and Online business divisions. ANL
has adopted and is extending appropriate and practical ITIL best practice,
utilising supporting technology from Computer Associates.
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Mark Smith, Associated
Newspapers Ltd
Mark Smith has worked for Associated Newspapers for 17-years, performing
editorial roles, involved in newspaper production and since 1999 in service
support capacity managing IS support teams. His current role is head of
process management; responsible for the definition, ownership and governance
of IS process.
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Before joining the Met Office, Alan trained as a Master Mariner in the
Merchant Navy.
He joined the Met Office as a marine weather forecaster in 1999 and moved
into configuration management in 2001 supporting weather applications
development at the Met Office. He has worked with a number of CM toolsets
within change and configuration management including Synergy/CM, ClearCase,
CVS, VSS and more recently StarTeam, part of the Met Offices’ Integrated
Development Environment (MIDE).
He now manages the configuration management team at the Met Office.
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Chris joined the Met Office as a weather observer in 1988 becoming a
weather forecaster in 1996. Whilst still a forecaster he was involved in the
development of weather related applications from requirements capture to
code hacking, and in 2002 joined the Configuration Management Team at the
Met Office. Since then, he has been involved with a major implementation of
Rational ClearCase, swiftly followed by a migration to Borland StarTeam and
a rapid, snowballing adoption of the principles and the practices of
configuration management across the Met Office.
He now helps to look after the portfolio of over 30 development projects,
including a very successful continuous integration platform for a number of
these projects.
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Martin McEvoy has over 20 years experience in IT services, specialising
in Configuration Management. Most recently, he has performed configuration
management consulting engagements at organisations across a range of
industries including Financial Services, Legal, IT Service Providers and
Government. Martin also developed the Tideway Managed Service framework for
their Managed Service solutions.
Prior to Tideway, Martin held various support and management positions
including a role as Manager of IT Infrastructure Change and Configuration
Management for GlaxoSmithKline. In this role Martin was responsible for the
successful implementation of GlaxoSmithKline's current validated CMDB and
Change Management System. Prior to GlaxoSmithKline Martin spent 11 years at
Unisys and five years at British Aerospace.
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Kate Robinson is an ITIL-certified Senior Consultant within IBM’s Global
Technology Services. She specialises in the discipline of IT Service
Management and has experience of creating and delivering Service Management
solutions to external clients. Kate has worked across a number of different
industry sectors but has most experience of the financial services industry.
Kate’s service management experience includes developing strategy, gathering
requirements, designing and planning implementation and executing
implementation plans.
Most recently, Kate has performed configuration management consulting
engagements at major financial services organisations including strategy
development, requirements definition, and solution options development and
evaluation. Kate has also performed a Service Manager role for a Global
Electronics Company to whom IBM provide a Desktop Managed Service.
Kate is passionate about the benefits of adopting "best practice" IT
Service Management and has an interest in the development and promotion of
IT Service Management standards.
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CCRM SIG Working Party (itSMF)
The itSMF UK Change, Configuration and Release Management Special
Interest Group has been in existence since May 2005. The Working Party work to steer the group
and to
create collateral which complements the other good practice guidance which
is available.
The ethos of the SIG working party is to provide a central point of
knowledge which can
be drawn upon by the itSMF members and to hold events and create collateral
which add
value for the membership. The Working Party is formed of practitioners from
across the
industry within both Public and Private sectors.
The BCS CMSG
The BCS CMSG was set up in 1995 to provide a forum for developing and
promoting
Configuration Management as a discrete management process. The Group
facilitates the
free and open exchange of CM ideas, experience and best practice at regular
workshops
and special events.
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John Martin, Advanced
Technology Systems
Mr. Martin has nearly twenty years of experience introducing and
supporting CM, build and release processes for organizations ranging from
internet startups to UK stockbrokers to US NGOs. He has introduced and
spoken out for the need for CM to embrace the roles of collaboration
management and teamwork as part of the discipline. Mr. Martin holds several
tool-based certifications and is a certified ScrumMaster. Mr. Martin has
practiced CM in both the US and in Scotland. Although he and his wife were
only able to bicycle halfway across the US, they did manage to cycle from
one side of Scotland to the other. Lately, Mr. Martin has been fascinated by
postmodern software development and emergent collaboration. Mr. Martin
currently resides in Greenbelt, Maryland, near Washington, DC.
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The author is an ITSM consultant with Infosys Technologies Limited with
extensive experience in executing large scale ITSM based process and
technology implementation projects.
His experience in the IT Industry spans areas of service management
consulting, CMDB implementation, designing Infrastructure solutions and
project management.
He has assisted several Fortune 500 organizations for designing and
implementing CMDB solutions and recently completed ITIL v3 assessment for a
large telecom organization based in Europe.
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Neal is founder and CTO of SageRight – a firm specializing in application
Lifecycle Management based in Massachusetts, USA. He has over thirty years
of experience in high-tech industries ranging from start-up to Fortune 500.
Neal has assumed both individual contributor and management roles during the
design and development of hardware and software. For the last ten years
SageRight has provided consulting and customization solutions for clients in
a wide range of industries and markets.
Neal’s career has focused on the processes, procedures, automation and
tools that increase quality and productivity. His early work with hardware
microcode simulation was chronicled as part of Tracy Kidder’s Pulitzer prize
winning book: “The Soul of a New Machine”.
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Gene Kim is the CTO and founder of Tripwire, Inc. In 1992, he co-authored
Tripwire while at Purdue University with Dr. Gene Spafford. Since then,
Tripwire has been adopted by more than 5,500 enterprises worldwide. Since
1999, he has been studying high performing IT operations and security
organizations, which led Gene to co-found the IT Process Institute (ITPI) in
2004, an organization dedicated to research, benchmarking and developing
prescriptive guidance for IT operations, security management, and auditors.
This same year Gene co-authored the "Visible Ops Handbook: Implementing ITIL
in Four Practical And Auditable Steps" which has since sold over 75,000
copies. And, he was a principal investigator on the IT Controls Performance
Study project, completed in 2006.
Gene currently serves on the Advanced Technology Committee for the
Institute of Internal Auditors where he is part of the GAIT task force,
which has created guidance on how to scope IT general controls for SOX-404.
Most recently, he was given the Outstanding Alumnus Award by the Department
of Computer Sciences at Purdue University for achievement and leadership in
the profession.
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Ian is a consultant with Bytes Technology Group, who are a reseller of
software licenses.
In a former company he was responsible for the procurement and management
of all IT assets. He then joined Bytes software asset management (SAM) team
to lead the process engineering function, and to promote SAM to the
marketplace.
He assisted with the ISO 19770-1 standard, the self-assessment engine,
and the early adapter programs. He provides consultancy and education on
software asset management to help clients to make the most of their
software.
Ian now assists clients to achieve ISO 19770-1 certification. He also
reviews the clients SAM workflow, suggests improvements, in line with ISO
19770-1 and ITIL, advises on integration, builds business cases, creates
reports and sets up action plans. He is also a committee member for the BCS
CMSG.
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Jack Repenning is Chief Technology Officer at CollabNet. Jack joined
CollabNet in 2002; as chief product architect he was primarily responsible
for building the product architecture that enabled CollabNet grow its
current user base to well over one million users.
Jack is also an early member of the wildly successful Subversion open
source project, a version control system that is widely viewed as the de
facto new industry standard. Consistently engaged in developer productivity
topics, Jack has participated in open source software projects since the
early 1980. Prior to joining CollabNet, Jack worked at well-known Silicon
Valley companies such as Hewlett Packard, SGI, Informix, and Rational where
he developed expertise in a wide range of technical areas, ranging from
inside the kernel to GUI and database design, as well as data center
deployment architecture.
Jack holds degrees in Electrical Engineering and Information and Computer
Science from the University of California, Irvine.
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Amir Nooriala graduated in Computer Science from the University of
Nottingham. Post graduation he spent 4 years working in California for Cisco
Systems as a system engineer, before returning to the UK to work for
Accenture in their Global Technology Consulting division. In recent years he
joined his current employer Barclays Capital, where he has worked on
architecting a Service Hierarchy for the roll out of their new service
management toolset. This work has required a complete re-engineering of the
Service Hierarchy behind the CMDB, a new central ownership model to ensure
the accuracy of the data and the overlaying of a reporting hierarchy to
enable a performance reporting function.
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Martyn Hobbs has 20 years experience in the IT Industry and comes from an
operational management background. During his career he has managed IT
delivery at a senior level for a number of household names across the
Healthcare, Retail, Manufacturing and Financial sectors.
With the popularity of ITIL growing both in the UK and USA market places,
Martyn was previously Head of Consultancy for a US based company, delivering
process based solutions for customers on both sides of the Atlantic. Before
that he spent nearly 10 years working for the ITIL renowned organisation
Pink Roccade, in both Operational and project consultancy based roles.
Today, Martyn is an Asset Management Specialist working for the Altiris
Business Unit within Symantec. In his current role he has a wide ranging
remit across the Symantec product base covering all things ITIL, Best
practice, Service desk and Asset management. Martyn is also a regular
contributor to many IT Industry publications and is a regular presenter at
speaking engagements for the itSMF, HDI and the Butler group among others.
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Mike has worked in IT Services for over 10 years. He joined BT over 3
years ago was Configuration Manager on the Spine NHS Health programme. This
was the largest IT programme in Europe at the time and CM was a challenge
and the CMDB was a vital tool in adding real value to the change process.
Mike previously acted as Configuration Manager for a large financial
services company. He is the CM Beacon for BT Global Services and act as the
touch point for all issues related to CM across the business where required.
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Tom Gilb, Result Planning Ltd
Tom is an independent teacher, consultant and writer. He has published
nine books, including the early coining of the term "Software Metrics"
(1976) which is the recognized foundation ideas for IBM CMM/SEI CMM/CMMI
Level 4. He wrote "Principles of Software Engineering Management" (1988, in
2004 in 20th printing), and "Software Inspection" (1993, about 13th
printing). Both titles are really systems engineering books in software
disguise. His 2005 book 'Competitive Engineering: A Handbook for Systems
Engineering, Requirements, and Software Engineering Management Using
Planguage' is his latest book.
He is a frequent keynote speaker, invited speaker, panelist, and tutorial
speaker at international conferences. He has published hundreds of papers,
and has guest lectured at dozens of universities (including U. C. Berkeley,
Stanford and London School of Economics).
He is recognized as the founder or major driver of several technical
disciplines such as software metrics and evolutionary project management, as
well as being an innovative pioneer in Inspections, and the inventor of the
planning language Planguage. He is directly recognized as the idea source
for parts of the Agile and Extreme programming methods (primarily the
incremental cycles). He has recently developed his own Agile Inspections and
Agile Evolutionary Project Management processes, that are being successfully
used by clients.
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Trevor Lea-Cox is a well-qualified and experienced Information, Systems
and Technology Manager (with over 25 years experience).
From 1989 to 1996 he was the Group IS Manager and then Director for a
large international Transportation, Travel and Financial Services
conglomerate based in South Africa. He was directly responsible for
converting the Group’s mainframe-based computer bureau into a large
networking company, one of the largest and most successful in Southern
Africa at the time. At the same time he led the introduction of ITIL,
applying it to the mainframe, midrange computers, LANs and WAN operations.
He has subsequently become a very experienced Information, Systems and
Technology consultant, particularly in the areas of IT Governance and
Intellectual Capital Management (in which Service Management plays an
important role). His company is a Telelogic Professional Services Partner.
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Richard is currently an Associate Partner at Citihub where he is focused
on helping Financial Services clients create and deploy agile
infrastructures. Richard was previously Principle Architect at Microsoft. He
worked within their online services group where he was responsible for the
management platform architecture which manages the world’s largest Windows
Server environment using high levels of automation. Richard has also been
Chief Architect at Sun Microsystems where he created the Data Centre
Reference Architecture program and was also responsible for Sun’s Commercial
Grid Utility offering.
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Harvey has a background in IT Project Management, and first got involved
in Configuration Management 9 years ago, when he designed and implemented a
Service Desk system, supported with a CMDB. He has spent the last 4 years as
a full time Configuration Manager, designing and implementing a CMDB for
LloydsTSB, primarily to support their Incident, Problem & Change processes.
This was one of the foundations for LTSB achieving BS15000 accreditation in
2005.
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Rainer Heinold studied computer sciences at the University of Applied
Sciences, Augsburg, Germany. For more than 10 years he is supporting large
organizations in the adoption of state-of-the art SCM tools and
methodologies. In his current position he is responsible for all technical
activities of CollabNet in Europe.
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Executive IT Auditor at BT, with a specialist role in standards and
governance Cathy previously led BT's Core Configuration and Capacity
Management teams for a number of years. She has attained full ITIL
Accreditation, with ITIL Foundation and Configuration Management
Practitioner certification, and a Distinction at ITIL Managers level.
Cathy is a great believer in the industry working together to progress,
and as such is involved in a number of industry groups in this area. Since
2001 Cathy has published papers covering Capacity Management, Configuration
and Asset Management, Service Management, ITIL and Best Practice. She is a
sought after speaker in Configuration Management both in the UK and
internationally, with recent presentations to the Corporate IT Forum and the
BCS CMSG in the UK, USCMG in Orlando and CMG Poland in Warsaw.
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John Tabeart is the Founder and Managing Consultant of PROfutura.biz
Limited (www.PROfutura.biz) and the author of PROfutura’s Enterprise
Benefits Realisation Method (EBRM), which enables continuous benefits
realisation and unites stakeholders, through the disciplined application of
engineering principles.
Specialising in Service Management, Data Centre Automation and Systems
Management for the last 14 years, John is a visionary leader with 20+ years
broad IT experience. John is a Member of the British Computer Society, a
Chartered IT Professional, holds a BEng (Hons) in IT from Cranfield
University and is ITIL Version 3 and SSADM Version 4 certified.
John has held pivotal EMEA leadership positions at BMC Software, Novadigm,
Hewlett Packard and BladeLogic, following 5 years working for leading
Systems Houses. Throughout his career, John has focused on helping
organisations realise maximum business value from their service management
and technology programmes.
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Mark Bools has over twenty years experience helping organisations to
optimise the management of their IT systems. Starting as a Software Engineer
in 1987 and moving swiftly through management to freelance consulting Mark
has both a strong technical and managerial background, providing clients
with the best of both worlds.
Mark started as a software engineer working first on expert systems, then
real-time systems. He soon moved into project management and then
configuration management.
For the past 20 years Mark has been involved with configuration management
for large and small organisation, on projects, programmes and at the
corporate strategic level.
Mark has developed solutions for organisations as diverse as Barclays Bank,
AMP, British Midlands Airways, East Midlands Electricity, GMAC-RFC, UK
Passport Office, and National Savings.Mark has also provided consultancy for
some of the leading CM tool vendors, among them Serena and Continuus
Software (now IBM).
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Currently Thiago Burgos is a software configuration management engineer
at C.E.S.A.R (Recife Center for Advanced studies and systems) for 4 years,
and he is an active member of RISE (Reuse in software engineering) of the
Informatics Center at Pernambuco Federal University (CIn-UFPE). Thiago
Burgos' research area is in the reuse area, focusing on the evolution and
configuration management of software product lines (SPL).
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Rob Addy is the author of “Effective IT Service Management: To ITIL and
beyond!”. As an ITSM professional with over a decade of hands on experience
in the field with both enterprise and medium sized organisations Rob has
been fortunate to work for many of the biggest names in the industry in a
variety of roles in the UK and the US. From application development and
support, to direct solution implementations, to product management and
marketing, to consulting management and technical sales, Rob has gained a
rare insight into the ITSM world from a wide variety of angles. This 360
degree view of the market enables Rob to balance real life scenarios,
customer requirements, best practice processes and technical solution
capabilities and limitations to give a unique pragmatic approach to
improving IT services using a combination of current best practice and tried
and tested experience. Prior to joining the IT industry, Rob worked as a
Quality Manager within the risk management, service and manufacturing
sectors where he oversaw and managed the process of gaining and maintaining
certification to ISO 9000 on several occasions.
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Educated to MBA level, John has over 25 years experience in IT
applications. He has certificates for ISO 9000 Lead Assessor, Prince 2
Practitioner and ITIL V3 which formalises
his experience in IT Service Management.
He has provided guidance to IS department management in the development
and implementation of strategies for improving CC&RM policies, processes,
and tools selection to deliver ROI and benefits to the business and
development communities. He has fulfilled the roles of Release, Change,
Configuration and Vendor Relationship Managers, as well as Change
Coordinator and Configuration System Administrator until additional staff
could fill the positions.
He has developed ITT’s for selecting tools and provided guidance on
processes for managing the life cycle of third party tools in the Service
Management areas of Configuration Management, Release Management, and
Infrastructure Management.
As an independent training consultant he has delivered public courses on
CM in the UK, and Europe for Learning Tree International and Parity
Training. John has been a guest speaker at CM Tool Vendor User Group
Meetings and at the BCS Configuration Management Conferences since 2003.
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Robin has worked in the software industry for 25 years and has a broad
technical, business, and management experience in developing global software
products.
Robin's roles have covered the full software product lifecycle –
including product, process and project management – and provided him with a
proven track record of maintaining a focus on quality and innovation with an
understanding and awareness of both technical and business issues. Robin is
currently responsible for Operations at Monetical Ltd who develop a series
of on-demand tools, preconfigured collective intellect and collaboration
capabilities that enable a comprehensive analysis of software project
performance capability. Prior to his current role, Robin was Process
Improvement manager at i2 Ltd where he was responsible for configuration
management, component sharing, build system, development and collaboration
tools and processes.
Robin has previously worked for Cambridge Interactive Systems, Applied
Research Cambridge and GE Energy.
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Keith Allen is a Principal Consultant working for CA in the UK. The
author is a specialist in Application Enterprise Software Change and
Configuration Management and Service Support. The author of this paper has
presented many papers at leading industry events such as UKCMG, GUIDE,
Xephon and BCS-CMSG on a variety of subjects. The author has been
instrumental in driving the SCM message forward across the UK.
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David has been focused for many years on developing and applying
configuration management techniques to technical and service infrastructure.
More recently he has been developing techniques and toolsets that link
service management CMDBs to data centres, networks, storage and other
environments.
He is a regular speaker for both the BCS and ITSMF covering all aspects
of configuration management from strategic to tactical implementations.
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Ian has been a consultant for IBM's Global Technology Services in the
field of Service Management for over 10 years. Previous to this, he was an
Availability Manager at a large financial institution. He has very broad
experience of working across multiple industries delivering IT Service
Management solutions to customers. He is the global liaison point between
IBM and the itSMF, working to achieve consistency in the way IBM interfaces
with the itSMF, and is also a regular speaker at National and Regional itSMF
events. Ian is a professional member of the BCS.
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Gerald has worked in Software development for over 20 years, choosing to
specialize in Configuration and Change management for the last 15. Gerald
joined Atria Software in 1993, working with ClearCase until 1997 when he
left Rational Software to become the founder of Clearvision. Gerald is
responsible for company direction and product definition, he is lead
architect for tools such as CQ2SVN (ClearQuest integration with Subversion)
and the revolutionary Web Based Training platform. Gerald is actively
involved with Clearvision clients providing advice, guidance and direction
for all matters CM related. Clearvision is the largest independent CM
consultancy with offices in Europe and the USA, it continues as a major
services and products supplier to the IBM Rational and Open Source market.)
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