Ching wa Daniel NG, Pacific (Panyu), Director, Supervising back-office operation - financial transaction, operation compliance, IT, e-surveillance

The speaker has 20 years in IT and accounting outsourcing operation. Being a graduate in electronic engineering, a quick decision was made in 1989 to jump into computer programming area to picking up skills in IBM S/36 and AS/400. After spending six years in manufacturing processes spanning from electronics to food processing, the speaker became Progress Software/QAD technical manager. Later in 1997, he was appointed by a BIG-4 consulting firm to move into SAP practice. A Philips company offered the speaker a position as global ERP Manager to look after process re-alignment, CAPEX and OPEX control. During his tenure, the speaker was part of the month-end process to do factory benchmarking. End of 2008, the speaker was invited to head up a back office director role to guarantee a lean process flow to meet volatile market demand.

The speaker has a degree in electronics engineer, a degree in HR Management, a Master in Finance, a Master in IT Management, and a Master in Accounting. He is currently pursing a pre-doctorate process in Knowledge Management. His other qualifications include BCS CITP, CISA, CISM, CGEIT, CSSLP, itSMF ISO20000 auditor, BS-7799 Lead Auditor, PMP, PRINCE2 RP, SAP consultants, CSQA

Vawns Guest, CCRM SIG

Vawns Guest is a Problem Manager for CGI. This role involves customer relationship management, the implementation of ITIL processes and aligning existing processes to best practices / regulatory requirements such as COBIT, ISO 20000 and SOX in addition to ITIL. Vawns is a qualified ITIL Manager, a Microsoft Certified Professional and is certified to foundation level for COBIT and PRINCE2. Vawns was elected chair person of the itSMF CCRM Working Party in November 2007.

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.

Rahul Oza, Infosys Technology Ltd

Rahul is a Technology Lead for Infosys. He has over six years of experience in service support for large telecommunication organizations with primary focus on 2nd and 3rd line application support for service management applications. His primary focus has been the HP ITSM suite of products for incident, change and configuration management and its alignment with ITIL V3 and organizations' tailored processes.

Robert Schwegler, bwin Interactive Entertainment AG

Robert has 18 years of experience in the IT industry with the focus on high-volume eCommerce systems across markets like gaming, travel, re-tail and cross-cutting markets for archiving & document management. He is Head of Architecture & Tools & Quality Assurance at bwin acting also as Chief Architect. Current focus of his work is on establishing a matching architectural and organizational setup in an internationally agile distributed software development environment. He was 2003-2006 with Amadeus responsible for the scale-out of the B2B business of the eCommerce platforms including the capability to deploy 300+ changes on 300+ instances with defined change categories with different deploy cycles, a very stringent change management process.

Phil Waller, Manager of IT Incident, Problem, Change and Reporting, IT Division at Sainsbury’s

Phil has many years experience in business and process analysis and management. He has worked in IT Service Management for over 8 years within the IT Division at Sainsbury's Store Support Centre, an intensive and demanding environment. Two years ago, Sainsbury’s brought IT back in-house after a five-year outsourcing period.

Phil is responsible for the IT Incident Management, IT Problem Management, IT Change Management and Reporting processes and teams. He facilitates major incident meetings, emergency change meetings and Change Advisory Board meetings.

Phil works with over 350 stakeholders across the business, IT and suppliers to ensure that IT changes are well managed.

As process owner of the IT Change Management process he was responsible for delivering the process improvement programme before the Christmas period. He was actively involved in the process development, communications, education and organizational change.

Chris Beighton, Met Office, Knowledge Management Team Leader

Chris joined the Met Office in1988 as a weather observer, becoming a weather forecaster in 1996. In 2002 he joined the Software Configuration Management Team at the Met Office, moving from there into Service Management and CMDb in 2008. Since then Chris has worked with other service managers and a dedicated team to implement the principles and practice of a CMDb solution for the organisation.

Ian Preskett, Bytes Technology Group

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 now manages the SAM process maturity function and provides consultancy to help clients understand the maturity of their asset management implementation, using in-house and industry maturity modeling techniques and SAM workflow reviews.

Based on ISO 19770-1, ITIL and industry best practice processes Ian helps clients with technology mapping and integration, business cases, SAM reports, action plans and implementation plans.

Shirley Lacy, ConnectSphere

Shirley Lacy is Managing Director of ConnectSphere and she 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 is highly regarded within the industry and is an authority on service management practices. Shirley is a co-author of the OGC’s ITIL Service Transition publication and project mentor for the ITIL update. Shirley has significant experience of helping organizations to adopt ITIL practices and to achieve ISO/IEC 20000 certification. She holds the ITIL Expert certificate and is an accredited trainer for ITIL and ISO/IEC 20000.

Shirley is the UK representative on the International Standards groups that develop IT service management and process assessment standards, ISO/IEC 20000, ISO/IEC 15504 and the new ISO/IEC 31000 series. Shirley was co-author of the BSI publications on Achieving ISO/IEC 20000 with Jenny Dugmore.

Shirley is the Vice Chair of the British Computer Society (BCS) Configuration Management Specialist Group.

Gaurav Dutt Uniyal, Infosys Technologies Ltd

The author is a Lead ITSM Consultant with Infosys Technologies Limited with extensive experience in leading large scale Service Management transformation programs.

His experience in the IT Industry spans areas of service management consulting, leading process operations, CMDB/CMS implementation, and service management governance setup/execution.

He has assisted several Fortune 500 organizations for defining their service management strategy, implementing service management capabilities and recently executed a project for a large insurance organization to implement an enterprise wide CMDB and development of a framework for process sustainability and continuous improvements.

Robert Cowham, Vizim Worldwide

Robert has long been involved in software development with roles ranging from analysis, design through testing and project management. He has spent the last 10 years specialising in consultancy and training in change, configuration and release management. He brings a sound theoretical knowledge and applies it pragmatically to address the needs of both developers and management.

He is Chair of the British Computer Society (BCS) Configuration Management Specialist Group and has organised several conferences and many other events for the group.

He is a Chartered Engineer with the BCS, and is a co-author of the Agile SCM column in the CM Journal for CMCrossroads.com.