Shirley Lacy, ConnectSphere

Shirley LacyShirley is a co-author of the OGC’s ITIL® V3 Service Transition book with Ivor Macfarlane. 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.

Ivor Macfarlane , IBM

Ivor MacFarlaneIvor 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.

John Dixon MSc MBCS CITP MRQA, GlaxoSmithKline

John DixonJohn is Director, Configuration Management Services at GlaxoSmithKline (GSK), a role primarily engaged in improvement and establishment of a cross IT enterprise-wide configuration management system. He is currently trying to work out how to map virtualised environments and how to ensure data stays accurate.

In his previous role at GSK, John established and ran a Quality & Compliance organisation (as Director, Quality & Compliance) delivering an effective management system while ensuring compliance with both pharmaceutical regulations (GxP) and the Sarbanes-Oxley Act (SOX).

Prior to this John held roles as a senior Regulatory Auditor (telecoms), in Quality Management (telecoms) and Design/Test Engineering (telecoms).

He graduated in Electronic Engineering (Birmingham Polytechnic) and has a Master of Science Degree (MSc) in Business Information Technology (Westminster). He is a Chartered IT Professional (CITP) and holds professional membership of British Computer Society (MBCS) and British Association of Research Quality Assurance (MRQA), where he also sits on the computing committee.

John is also module advisor and principle lecturer on the Computer Systems Audit module of the MSc in Quality Management in Scientific Research and Development at Cranfield University.

Kevin Holland, NHS Connecting for Health

Kevin HollandKevin started his career in IT with a computer science degree in the days when the pinnacle 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.

John Boyce, Barclays Global Investors

John BoyceJohn 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.

Majid Iqbal, Gartner

Majid IqbalMajid 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.

Ryan Lloyd, MKS

Ryan LloydRyan 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.

Shahin Nassiri, JP Morgan

Shahin NassiriUntil 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.

Steve Straker CCRM SIG

Steve Straker is a Process Architect working for Fujitsu Services Ltd in the UK. He is an accomplished presenter and has more than 15 years of practical experience in this subject. He is a Fellow of the Institute of Service Management and also sits on the Management Board of the itSMF UK Chapter. Steve has worked both for private and public sector organisations and ran a successful consultancy business in the mid 90s. He has worked throughout Europe, as well as New York and the Caribbean. He brings a pragmatic approach to achieving what sometimes seems the hard and difficult. He is presenting today with an industry colleague, Vawns Guest.

David Richards, WANdisco

David RichardsMr. 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.

Kevin Parker, Serena

Kevin ParkerIn 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.

Krzysztof Baczkiewicz, Eracent

Krzysztof BaczkiewiczKrzysztof (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.

Andrew Pieri, Associated Newspapers Ltd

Andrew PieriAndrew 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.

Mark Smith, Associated Newspapers Ltd

Mark SmithMark 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.

Alan Morbey, Met Office

Alan MorbeyBefore 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.

Chris Beighton, Met Office

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.

Martin McEvoy, Tideway

Martin McEvoyMartin 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.

Kate Robinson, IBM

Kate RobinsonKate 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.

John Martin, Advanced Technology Systems

John MartinMr. 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.

Gaurav Dutt Uniyal, Infosys

Gaurav Dutt UniyalThe 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.

Neal R Firth, SageRight

Neal FirthNeal 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”.

Gene Kim, Tripwire

Gene KimGene 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.

Ian Preskett, Bytes Technology Group

Ian PreskettIan 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.

Jack Repenning, CollabNet

Jack RepenningJack 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.

Amir Nooriala, Barclays Capital

Amir NoorialaAmir 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.

Martyn Hobbs, Symantec

Martyn HobbsMartyn 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.

Mike Tomkinson, BT

Mike TomkinsonMike 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.

Tom Gilb, Result Planning Ltd

Tom GilbTom 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.

Trevor Lea-Cox, Lea-Cox and Associates

Trevor Lea CoxTrevor 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.

Richard Croucher, Citihub

Richard CroucherRichard 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.

Harvey Davison, LloydsTSB

Harvey DavisonHarvey 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.

Rainer Heinold, CollabNet

Rainer HeinoldRainer 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.

Cathy Brown, BT

Cathy BrownExecutive 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.

John Tabeart, PROfutura

John TabeartJohn 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.

Mark Bools, Principia IT

Mark BoolsMark 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).

Thiago H. Burgos de Olveira, C.E.S.A.R.

Thiago H. Burgos de OlveiraCurrently 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).

Rob Addy, EffectiveITSM

Rob AddyRob 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.

John Metcalfe, Mentor IT

John MetcalfeEducated 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.

Robin Fawcett, Monetical

Robin FawcettRobin 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.

Keith Allen, CA

Keith AllenKeith 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.

David Cuthbertson, Square Mile Systems

David CuthbertsonDavid 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.

Ian Salvage, IBM

Ian SalvageIan has a long history of working in the area of service management as a consultant for IBM. He has helped many clients to improve the quality of IT service provided. He understands the need for the appropriate balance of quality, cost, value and risk for a particular client. He brings a wealth of experience in finding practical resolutions to client problems.

Ian has broad experience in the full lifecycle of IT management services. Although his focus has always been on the operational side of IT, he has significant knowledge of the interfaces between business, IT development and IT operations, particularly in the areas of change, release and configuration management.

Ian is an active participant in both BCS and itSMF and is the chair of one of the itSMF regions. He also speaks regularly at various BCS and itSMF meetings, seminars and conferences.

Particular areas of specialism include IT governance, business and IT integration and management of ‘green’ issues.

Gerald Tombs, Clearvision

Gerald TombsGerald 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.)