Experts Behind Best Practice Live
ITIL Live is a multi-authored site with contributions from the original ITIL authoring team as well as other key stakeholders from around the globe involved in Service Management. Publisher of ITIL Live, TSO, would especially like to thank AGI, in particular Candace Tarin and Sharon Taylor, for their involvement in the creation and development of ITIL Live plus Bidemi Johnson. Aspect Group Inc (AGI) is a North American company providing IT Service Management (ITSM) products and services to global clients for over 15 years. AGI specializes in ITSM investment and health assessments, consulting and strategic advisory services. AGI provides its services to most major ITSM vendors in the industry and helps shape the future of Service Management around the world every day.
Sharon is a well known figure within today's IT Service Management community, with significant experience. As the Chief Architect at the time of the ITIL V3 Refresh and Chief Examiner of ITIL V3 Sharon is also chair of the itSMF International, at the centre of best practice development and endorsement. Her contributions to the community and to best practice are based upon extensive professional experience in the industry. Sharon was recently awared the 'Paul Rappaport Lifetime Achievement in IT Service Management' award at the iTSMF UK 2008 Conference. After many years as an active ITSM professional within Canada, she is currently President of Aspect Group Inc, leading AGI's consultancy, training and ITSM practice, working with clients throughout North America and Europe.
Bidemi is an experienced Service Management Professional with over 10 years significant strategic and practical operational experience in strategy development, implementation, and maturing of IT and ITIL Service Management capabilities
She has worked on major Service Management initiatives across various industry sectors including but not limited to the Public sector (Cabinet Office, Ministry of Justice) Finance, Media, Utility, Retail and Legal sectors; ambitious programs set to align IT with business strategies and deliver value for money.
With an ITIL Service Management and PRINCE2 certificate, she has a demonstrable track record of delivering sound IT projects with great business benefits. She has also managed major Transition and Transformational initiatives for IT Managed Services and e-Government Transformational projects.
Candace is a well known IT Service Management expert. Her 10 year career in the IT Industry has progressed from Technical Support to application developer, ITSM professional trainer accredited by the Information Systems Examination Board (ISEB) and the APM Group, to AGI's Leading Senior ITSM consultant since 1998. AGI clients span North America, Europe and Asia and Candace manages this large, diverse global client base for AGI's ITSM Consultancy Practice.
Candace was invited by ISEB to be a V2 ITIL Examiner where she maintains work on a global team to grade candidate exams. More recently, she was asked to join the V3 Examiners Panel and works with an international group alongside the Chief Examiner developing V3 examinations for the Service Strategy and Service Transition Lifecycle stream.
Candace is a contributing author to ITIL best practices and industry white papers and was a member of the ITIL V3 refresh project. She is heavily involved in the development of the V3 Complementary Guidance and is a contributing author to upcoming publications for the V3 library.
Content review is central to the ongoing success of every best practice methodology. It ensures that the content is updated to represent best practice at any given time; that it is accessible and stays true to stated aims; and that all user groups are reflected and have a say in the ongoing evolution of the content. ITIL Live's Content Review Group is a key driver for continuing development and international success. Solidly grounded in ITSM, the group combines wide-ranging experience, specific expertise in all key areas and the highest levels of professionalism.
Robert E. Stroud
Robert is Vice President Service Management and the IT Service Management and Governance Evangelist at CA, Inc.
A 26-year IT veteran, Robert has significant practical industry experience and is a recognized industry speaker and leader. He has contributed to several major titles on ITIL and COBIT and was a member of the ITIL refresh process in the roles of mentor, reviewer and served on the Advisory Group.
Alison has over 20 years experience of working in IT. She is currently Head of the Service Management Community for Steria Ltd, responsible for Service Management best practice across the UK and India.
Alison is active in the itSMF Publication Committee, coauthoring and editing a number of itSMF publications. She has been involved in ITIL V2 modules and was a member of the ITIL Refresh Independent Advisory Group for ITIL V3.
Barry Corless, FISM
Barry is Head of Education and Consulting at Remarc and a fully qualified Service Management consultant with almost 20 years IT industry experience. He has been lecturing, consulting, implementing and using ITIL Service Management processes for the past 10 years. In addition, Barry is a Fellow of the Institute of Service Management and Chief Examiner for the APMG for ITIL V2. Barry is a director and vice chair of the UK IT Service Management Forum.
Jeroen is a Business Solutions Strategist at HP Software & Solutions headquarters for Europe, Middle East and Africa (EMEA), the lead authority for the HP Service Management Framework (based on ITIL V3 and other standards) as well as the HP ITSM Reference Model built around ITIL V2 . Jeroen is a member of the ITIL V3 authoring team and author of integrated ITIL V3 models used in the Official introduction to the ITIL Service Lifecycle. Jeroen is a certified ITIL Service Manager, official presenter for itSMF International, member of various itSMF chapters, the Publications Executive Sub-Committee of itSMF Netherlands as well as a certified IT auditor and member of the Dutch organization for registered IT auditors (NOREA). www.hp.com/blogs/itil
A recognised IT industry figure with over 40 years experience in Information Technology, Malcolm serves as an Independent Executive Advisor to Computer Associates Software. Malcolm is the author of many publications on IT service and support, and is the solo performer in a highly successful, best selling DVD series made for the Help Desk Institute. He was on the Advisory Group for ITIL V3 and mentor for one of the ITIL V3 books. He is also author of the popular current TSO/OGC book - 'Building an ITIL-based Service Management Department'.
Brenda is a seasoned IT Support Professional, with over 25 years experience in Fortune 100 companies, designing, building, consolidating, and managing their Enterprise Support Centers. ITIL V3 and ITIL Service Manager certified, she is well versed in all the key Service Management disciplines, and all aspects of Service Desk Management.
She is active in several professional groups, including the itSMF National Conference Board, and an active speaker at national Support Conferences and association meetings.
Gary is the co-author of the ITIL V3 Continual Service Improvement core volume, and is an IT professional with more than 30 years of experience. An ITIL Service Manager, Gary specializes in providing strategic process consulting, business alignment, project management, and training to IT professionals across all industries. He also presents ITSM and ITIL-related sessions to audiences at major events worldwide. Gary joined Pink Elephant after successfully running his own consulting and training company, and serving as the Director of Training for the Help Desk Institute (HDI).
Phil Montanaro, FISM, FBCS, CITP
With an IT career spanning over 32 years, Phil is currently the EMEA Service Delivery Executive for the EDS Shell Account. He holds several extracurricular roles on bodies such as the itSMF ISO/IEC 20000 Accreditation Panel, OGC ITIL Advisory Group and APMG V3 Examiners Panel.
Monty was involved in ITIL V1 & 2, worked on the development of V3, mentored the authors of the Service Strategy core volume, and took an active part in the review of Service Operations.
Ken Turbitt, President and CEO, Service Management Consultancy (SMCG) Ltd
Currently President and CEO of Service Management Consultancy (SMCG) a worldwide, yet UK based Services Company. SMCG assist’s corporates in aligning with the Best Practices for IT services (eg. ITIL, CobIT, ISO’s, ETom etc), presenting to clients, partners and analysts and Ken is also on the BMC Software Thought Leadership Council. Ken was the creator and implementer to the worldwide market of the first OGC approved ITIL Compliant Audit service. With over 25 years IT experience Ken can identify the procedural and administrative needs of the client around the IT Service management’s alignment with the business, developing an appropriate strategy in support of the corporate objectives, leading to a Business focussed Service Management solution. Ken is an accomplished speaker, author and advisor on a worldwide basis. He has an ISEB ITIL Manager qualification for more than 10 years, and was an official reviewer of ITIL v3 Service Design book and for ITIL Live. www.smcgltd.com
With over 18 years experience in IT Service Management, Theresa Wright specializes in the pragmatic and practical application of ITIL. She has extensive real-life experience in the effective implementation and operation of best practice, as both an internal and external IT service provider.
A member of the APMG ITIL V3 Examination Panel, Theresa was also an official reviewer of ITIL V3 Service Design. Theresa is a member of the itSMF ISO/IEC 20000 Examination Panel, and has been a member of the ISEB Examination Panel for the IT Managers Certificate in IT Service Management since 2002.
Peter Doherty has been a Service Management practitioner for over 20 years. He has worked with customers big and small implementing Service Management solutions, including one of the largest in Australia in an outsourced environment. He has taken an active role in the Service Management community and continues to work with organisations implementing Service Management programs based on ITIL.
He has a Manager's Certificate in Service Management (Distinction), is a published author, contributed to the ITIL V3 Service Operations book, has keynoted at a number of international itSMF conferences as well as winning the Presidents Award for best presentation at a national itSMF conference.
Shirley is highly regarded within the industry and is an authority on Service Management and Configuration Management practices. She is a co-author of the OGC's ITIL Service Transition book and the BSI publications on Achieving ISO/IEC 20000. She is Managing Director of ConnectSphere that specialises in the application of Service Management best practices to deliver value from IT investments. She leads ConnectSphere's consultancy and ITSM implementation practices. Shirley has several industry roles including: the ISO UK Principal Expert for developing IT Service Management and assessment standards, ISO/IEC 20000 and ISO/IEC15504; Vice Chair of the British Computer Society Specialist Group for Change, Configuration and Release Management.
With 35 years experience, Colin is internationally recognised as a leading authority on Service Management. Lead author in the development of V1, 2 and 3 Colin was responsible for the design of the ITIL V2 framework. He now works for his own company using his extensive practical knowledge of Service Management to assist a number of major clients with the improvement of their Service Management processes and solutions.
Former President of the Institute of IT Service Management he is now a Director of itSMF International and Chair of the itSMF Standards Management Board. Colin's enormous contribution to the Service Management industry was recognised in 2002, with the presentation of the itSMF's "Paul Rappaport" Lifetime Achievement Award.
Brian Johnson (not AC/DC)
Brian has worked in both the public and private sector and likes to think he has done all sorts of useful stuff; however, he recognizes that all of it is boring and completely un-cool and would like to set the precedent for vaguely relevant biographies by stating that he is really keen on football and rock music and wishes that Sunderland stay in the Premier League and the Rolling Stones had retired after ‘Exile on Main Street’. If you have any interest in the un-cool stuff, look for his name in the ITIL books and not on albums by AC/DC.
Ashley Hanna, FISM
Ashley started his IT career as a programmer 26 years ago and moved into IT Service Management (ITSM) in 1993, and is now responsible within HP for the design and implementation of ITSM consultancy services and annuity support contracts.
From the wider industry perspective, Ashley has contributed as an author to ITIL v2, itSMF publications, Microsoft’s Operations Framework (MOF), and most recently as co-author of the ITIL v3 Glossary of Terms, Definitions and Acronyms. He also assisted in developing and implementing the itSMF’s ISO/IEC 20000 Certification and Qualification Schemes and is a member of WG25, the ISO committee responsible for the development of ISO/IEC 20000. He is a lead trainer and examiner for itSMF’s ISO/IEC 20000 qualifications, and an Examiner for ITIL v3.
Ashley is a Fellow of the Institute of Service Management, and a board member of itSMF UK in his role as Chair of the Publications Committee.
Barry is well-versed in the software development lifecycle and IT Service Management processes as evident by his 15 years of IT experience; including web development, infrastructure support, quality assurance, software configuration and release management. Barry’s proven management, leadership and business process development skills will serve him well as he continues to draw on his years of experience as an ITIL Practitioner to help show the value of adoption of best practices. Barry has also worked to earn certifications in SCM and ITIL. He is a member of the IT Service Management Forum (itSMF) USA chapter, board member of the IT Service Management Forum local interest group (itSMF LIG) and the founder and president of the Software and Systems Process Improvement Program (SPIN) Cleveland chapter.
Karthi Parker is an experienced Service Management Professional who has worked on a wide variety of Service Management initiatives for Fortune 500 companies. The initiatives range from conducting maturity assessments to prescribing improvement initiatives, implementing new processes and managing Service Management Programs.
Parker’s unique approach to ITIL and Service Management in general, is shaped by her other areas of interest: Project Management and Requirements Management. Parker is PMP certified and has experience with the Rational Unified Process (RUP). She uses both elements to manage Service Management Programs as well as ensure the processes are designed to meet the requirements of the business. Parker is also ITIL v2 Practitioner Level certified and has completed the V3 Foundational Bridge. Parker has contributed to the design and implementation of Change, Incident, Problem, Release, Configuration, Availability and Service Level Management Processes for her clients. She has contributed to defining the tactical tasks as well as setting strategic objectives. Parker also has experience with managing corporate culture change and gaining support, funding and recognition for Service Management initiatives.