Charles Betz

Principal Analyst

Session: Session 201: Enterprise Service Management: The State Of The Industry

Patricia Blackstaffe

Strategic Sense Inc

 Patti Blackstaffe is the CEO of Strategic Sense Inc., a consulting company that focuses on helping clients build transformation agility through people strategy. A specialist in change and transformation, she focuses on complex technology implementations and changes through M&A. Her years of hands-on experience in the automation industry, international business, and large organizational projects have contributed to the build of people strategy and programs for all her clients. She is an industry advisor for the Business Technology, Management and Analytics Program within the Haskayne School of Business at the University of Calgary, certified in Change Management, and a local volunteer in Calgary. Patti's honors include: Building a consultancy from the ground up and celebrating her 10th year in business, being named in Calgary's Distinctive Women Magazine (2012), nominated twice for the Royal Bank of Canada Women's Entrepreneur Award (2011/2012), Interviewed on Leading Change by Success Magazine (2011), Leadership International included her on their list of World's Top 30 Leadership Gurus (2010) and she was included in a list of 101 Bloggers to Watch by WE Magazine for Women (2009).

Session: Pre-8: Changing Change Management: An Agile, Experiential (R)Evolution

James Bolton

ProPoint Solutions

Jim Bolton is an HDI Certified Instructor, founder and president of Propoint Solutions, ITSM consultant, courseware developer, trainer, author, and speaker at conferences around the world. He is coauthor of the IBP book Problem Management: A Practical Guide. Jim holds an MBA in technology management and is certified as an ITIL Expert and as an ISO/IEC 20000 Consultant. In recognition of his industry contributions, Jim received the Information Technology Industry Legend Award in 2014

Britni Bridges

Manager , iT Business Services
University of Texas at Dallas

When costs are being cut, IT operations is a prime target. But cut too much, or ut in the wrong places, and service quality goes down. If you're an organization with limited budget and you're being told to cut costs, wouldn't it be nice to have the data to drive those conversations so you can meet the needs of the organization and keep your customers happy?

What did the IT department at the University of Texas at Dallas (UTD) do? We started measuring costs and linking them to actual customer outcomes. The result? Every decision—what services to provide, how to provide them—is based on how valuable that service is to the university. Stakeholders from across the university have started seeing the value of IT services, not just the cost. Attend this session to find out how UTD used IT financial management (ITFM) to measure value and improve the ROI of IT services. Shannon and Britini will outline the key principles of ITFM and then show how they applied those principles to change the experience and satisfaction of UTD's customers.

Session: Session 202: How Financial Management Made IT Valuable Again: Dollars and Sense at the University of Texas at Dallas

Rae Ann Bruno

Business Solutions Training, Inc

Rae Ann Bruno is the president of Business Solutions Training, Inc., where she consults and trains in various areas of ITIL, KCS, communications, internal marketing, metrics, and process improvement. Rae Ann holds several ITIL certifications, is a faculty trainer for HDI, and is the author of Translating IT Metrics into Business Benefits and What Have You Done for Me Lately? Creating an Internal Marketing Culture. She is also a member of the HDI International Standards Committee

Session: Pre-9: Implementing Knowledge-Centered Service
Session 302: Making Quality Metrics Actionable for Bottom-Line Impact

Mathew Burrows

Managing Director, BSMimpact

Session: Session 504: The Digital Skills Landscape in 2018

Sandra Choates

Technology Support Specialist

Sandra Choates has worked in Information Technology for 30+ years and is ITIL Foundations certified. In her role as Technology Support Specialist for the Gwinnett County Public Schools Information Management & Technology Division, she has provided assistance with various aspects of IT Service Management including ITIL process implementation (Incident, Problem and Change Management), project management, data metric aggregation, analysis and reporting, along with process and people management. She has helped encourage the various departments within the Division to board the bus and embrace the cultural changes required to ensure success across the Enterprise.

Session: Session 206: All Aboard the Service Management Bus: The Education of Gwinnett County Public Schools

John Custy

JPC Group

John Custy is a services management authority with extensive experience helping organizations improve their services delivery, become more strategic, and increase value. He is an internationally known speaker and educator who challenges us to think differently. John received his MA from Boston University and his BS from the University of Massachusetts at Lowell. In addition, he has earned his ITIL Manager, ITIL Expert, ISO 20000 Consultant, KCS Consultant, and Kepner-Tregoe (KT) certifications. He is also a member of the HDI Faculty and the HDI International Certification Standards Committee. John Custy is the 2015 recipient of the Ron Muns Lifetime Achievement Award and was also recognized as an IT Industry Legend by Cherwell Software.

Session: Pre-1: Support Center Director

Marie DiRuzza

Director, IT Service & Support
Worcester Polytechnic Institute

Marie DiRuzza is director of IT service and support at Worcester Polytechnic Institute, where she is responsible for ITSM program management. Marie has been a leader in the IT support industry for more than thirteen years, serving as president of the New England local chapter and chairing user groups. She is a certified HDI Help Desk Manager with additional certification in ITIL v3, and she was the recipient of the 2016 HDI Manager of the Year Award.

Session: Pre-7: At Your Service! Defining Customer-Focused IT Services
Session 303: Omnichannel Support: Service Delivery Everywhere

Phyllis Drucker

Senior Consultant

An innovative and focused professional with more than 20 years experience in Business/IT Strategy, IT service management, governance, customer service and support, ITSM tool implementation and team building. ITIL® v3 Expert Accredited ITIL® Trainer, accomplished and experienced speaker and writer on Service Management, Metrics and Service Desk, she's now an ITIL author as well: her book "Service Management Online: Creating a Successful Service Request Catalog" remains popular. She is currently an HDI contributing editor and recently delivered a keynote at the itSMF New Zealand conference.

Session: Session 505: Bringing the Digital Experience to the Service Portal

Candace Dunwoodie

Support Operations

Session: Session 101: The Hive:World-Class Service Management…Without Any

James Finister

Manager, Service Management Consulting
Tata Consultancy Services

Session: Session 203: Up Your AI Game: ITSM and Complex Adaptive Systems

Chris Gallacher

Principal Consultant
Forrester Research

Chris is a principal consultant in Forrester's Business Technology Strategy consulting practice. He focuses on helping organizations develop their service management strategy as well as applying CX principles to IT service delivery. Chris also advises clients around best-practice use of cloud computing, next-generation IT platforms, and automation. He has over 15 years of industry experience, including five years working in consulting roles.

Previous Work Experience
Prior to joining Forrester, Chris was a principal consultant in the IT practice of PA Consulting Group, helping clients implement IT service management programs. Chris also spent 10 years at BP in multiple roles within its Global Infrastructure and Operations group.

Chris earned his master's in business information technology at Middlesex University in London. He is a certified ITIL Expert, CISSP, and TBM Executive.

Session: Session 502: SM + Design Thinking = Solved Business Problems – A Forrester Workshop

Jayne Groll

DevOps Institute

Jayne Groll is co-founder and CEO of the DevOps Institute (DOI). Jayne carries many IT credentials including ITIL Expert™, Certified ScrumMaster, Certified Agile Service Manager, DevOps Foundation and is a Certified Process Design Engineer (CPDE)™ . Her IT management career spans over 25 years of senior IT management roles across a wide range of industries. Jayne is very active in the DevOps, ITSM and Agile communities and is the author of the Agile Service Management Guide. She is a frequent presenter at local, national and virtual events.

Session: Session 205: DevOps as a Super-Framework: Bridging ITSM, Agile, Continuous Delivery, and Beyond
Session 301: Making Sense of the Latest Approaches and Methodologies

Anurag Gurtu

VP, Marketing and Research

Anurag Gurtu is a successful entrepreneur and an executive in Silicon Valley. Mr. Gurtu currently heads marketing and strategy at Aisera and in the past ran Product Marketing for data science and machine learning division at Splunk (2015 to 2017). Prior to Splunk, Mr. Gurtu headed marketing and strategy at Caspida, the leader in next-generation Cyber Security & Threat detection where he and his team were instrumental in creating a new cyber-security market category called "User Behavioral Analytics (UBA)". Prior to Caspida, Mr. Gurtu headed Technical Marketing & Competitive Intelligence at FireEye (2013-2015) and played a key role in helping the company go public. Before FireEye, Mr. Gurtu spent time at Cisco as an Architect and headed Product Management (2008-2013), Mr. Gurtu lead Cisco's incubation team and received numerous awards as a distinguished speaker and innovator. Mr. Gurtu was instrumental in creating and launching multiple product categories that spanned from virtualization to security. Prior to Cisco, Mr. Gurtu ran Professional Services at nCircle, which was acquired by Tripwire and before was an architect at seed stage startup that was acquired by Sun Microsystem back in 2008. Mr. Gurtu started his career as a researcher at UCLA and worked on 3D modeling to treat Alzheimer back in late 2003.

Mr. Gurtu has over fifteen years of experience working on various aspects of technology from 3D modeling, to virtualization and containerization, to security and artificial intelligence. Mr. Gurtu holds numerous certifications including a CISSP. Mr. Gurtu graduated with a M.S degree with specialization in Computer Networks from University of Southern California.

Session: Session 603: Reinvigorating CX Through AI

Lou Hunnebeck

Principal Advisor
DXC Fruition

An ITIL Expert with over 30 years in service industries, Ms. Hunnebeck is a Principal Advisor at DXC Fruition. Her passion for improving how we do what we do led her to IT Service Management from a background of process consulting, training and Service Management systems consulting. Ms. Hunnebeck is the author of the ITIL Service Design 2011 Edition, Senior Architect/Co-Author for the ITIL Practitioner Guidance publication, serving on the Lead Architect Team for the current update to ITIL, and speaks regularly at industry events.

Session: Session 402: The Power of Active Listening

Mik Kersten

Tasktop Technologies

Session: Session 306: From Project to Product: The Next IT Transformation

Cory Kite

Associate Director
Penn State University

Session: Session 602: Questionable Value: The Penn State OAR V-A-L-U-E Transformation

Donna Knapp

Curriculum Development Manager
ITSM Academy

Donna has more than 30 years of experience in the IT industry and is currently ITSM Academy's Curriculum Development Manager. Donna's years of practical experience and love of learning show in her engaging and informative speaking style and many certifications including: ITIL Expert, Certified Process Design Engineer, DevOps Foundation, Certified Scrum Master, Certified Agile Service Manager, Certified Agile Process Owner and VeriSM Foundation. Donna is the author of The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management, as well as two college textbooks, A Guide to Service Desk Concepts, Fourth Edition and A Guide to Customer Service Skills for Service Desk Professionals, Fourth Edition. Donna is also on the DevOps Institute's Board of Regents.

Session: Session 102: Accelerating Service Management

Tony Letts

Senior Manager

Letts is the senior service desk manager at Chick-fil-A. With more than twenty-one years of success in casting vision, developing actionable strategic plans, and re-engineering business processes, Tony is passionate about the customer service industry. He holds several HDI certifications including HDI Support Center Director and KCS Foundations, and is a certified KCS Coach.

Session: Session 404: Creating a One-Stop-Shop for Service and Support at Chick-fil-A

David Mainville


David Mainville, CEO and co-founder of Navvia, is a passionate advocate of Service Management and a frequent presenter, blogger and well known member of the ITSM community. With over 38 years of experience, David has held progressively senior technical and management roles allowing him to "connect the dots" between the Business and IT. At Navvia, David leads the charge to bring innovative ITSM solutions to market focusing on Product Development, Marketing and Operations.

Session: Session 104: Stranger in a Strange Land: The World Beyond ITIL

Stephen Mann

Principal and Content Director

Session: Pre-10: Enterprise Service Management: The Vital Third Part of Digital Transformation

Pete McGarahan

Senior Director
First American Corp.

Peter McGarahan is Senior Director of IT for First American and an industry expert and thought leader in global IT Service Management. He is also the founder of McGarahan & Associates and offers 30 years of business, IT, and service leadership experience. He enjoys sharing his lessons learned and career experiences through published articles and presenting at industry conferences. He has received various industry awards and honors, including the Help Desk Institute's Team Excellence Award for his work with the Taco Bell support organization, the "Top 25 Professionals in the Service and Support Industry" from IT Support News, and "The Legend of the Year" (twice) at the STI Knowledge Symposium and Help Desk Professionals conference.

Session: Session 204: Using Data, Knowledge, and Analytics to Make Better Business Decisions: The First American Corp. Experience

Sam Miller

IT Service Delivery Manager
Spectrum Healthcare Partners

Sam Miller is the service delivery manager for Spectrum Healthcare Partners, a multipractice specialty group in Maine. Sam started his career in the US Marine Corps, and he has more than 15 years of experience in healthcare IT, more than 20 in IT overall.


Session: Session 401: The Internal IT Startup - A Guide to Building/Rebuilding IT Services

Julie Mohr

Author and Speaker

Julie Mohr is a dynamic, engaging change agent who brings integrity and passion to everything she does. Through her books, articles, speaking, consulting, and teaching—her purpose is to change the world through thought-provoking dialog and interaction. Julie speaks at conferences worldwide on topics of leadership, business, knowledge management, service management, governance, organization development, process engineering, service level management, and continual improvement

Session: Pre-2: KCS Principles
Session 106: Zero Strategy: Disruption Through Reduction

Theresa Moore

Customer Service & Support Manager

Theresa Moore has worked in Information Technology and Customer Service for 30+ years. She holds a MBA from Pepperdine University, along with PMP and ITIL Foundations certifications. In her role as Customer Service & Support Manager for the Gwinnett County Public Schools Information Management & Technology Division, she is responsible for IT Service Management process implementation including Incident, Problem and Change Management. She has accepted the challenge of driving the bus to affect the organizational change required within the Division to make Service Management work.

Session: Session 206: All Aboard the Service Management Bus: The Education of Gwinnett County Public Schools

Martin Neville

Global SIAM Competency Lead
Tata Consultancy Services

A qualified accountant and MBA, Martin stumbled into IT Management over 20 years ago and has not yet found a way out. When his boss gave him a leaflet about ITIL in 2001 he finally realised that there was a name for what he'd been doing all along and that there were other people who agreed with him - it was like coming home. Since then he has been active in the UK and Europe Service Management Community and is currently Vice Chair of itSMF UK. In his day job he is a Consultant for Tata Consultancy Services, specialising in Operational Excellence and SIAM implementations. He was also a reviewer and contributing author to the SIAM Professional Body of Knowledge published this year.

Not coming from a technical background, Martin is deeply suspicious of technology, firmly believes that people are what makes the difference and that the customer is the most important thing, but they are not always right (but nor is he).

This is Martin's first visit to the US in any form and he is extremely excited to be part of Service Management World.

Session: Session 203: Up Your AI Game: ITSM and Complex Adaptive Systems

Mary O'Brien

Director, Information Technology and Services
Emory Healthcare

Anthony Orr

Executive Advisory Counsultant
DXC Technology Fruition

Session: Session 601: Understanding and Influencing People for Organizational Change Management

Barclay Rae


Barclay Rae is Director of ITSMF UK, a director of EssentialSM. He has worked on approximately 500 ITSM projects over the last 25 years, and currently delivers strategic ITSM consultancy, as well as media analyst services to the ITSM industry. He is an ITIL Lead Architect and a co-architect of the ITIL Practitioner scheme with Axelos, and co-author of the SDI certification standards and the current ISO/IEC 20000 revision.

Barclay is an experienced ITSM consultant, analyst, writer and speaker. He was named in the HDI top 25 T
hought Leaders in Technical Support and Service Management, 2017 and 2018, and ‘ITSM Contributor of the year’ in 2014 at the SITS show.
Barclay has created ‘ITSMGoodness’ – a set of practical steps and guidelines – simple practical and proven tips and tools – for successful ITSM. Visit www.itsmgoodness.com for details and free to air access – join the Twitter conversation at #ITSMGoodness and follow Barclay at @barclayrae.

Session: Session 405: Digital Leadership for Humans

Danielle Renaud

Product Strategist
Cherwell Software, LLC

Dani Renaut is a Product Strategist with over 10 years of professional UI/UX design experience, with expertise spanning web, mobile, and UI/UX design. She is certified in Pragmatic Marketing and ITIL Foundations, and is a certified Scrum Product Owner. In her current position, Dani is responsible for guiding the development of Cherwell’s ITSM product, including defining requirements and design, and roadmap planning

Session: Session 304: It's Not Rocket Surgery: Top CX Tips from a UX Pro

Keplyn Robinson

HDI Certified Instructor

In IT service management for over twenty years educating and advising organizations all over the US and Europe. She began her career in radiology software where she quickly realized her love for training. Her dynamic, interactive style of teaching has brought accolades from every level of IT. After gaining her ITIL v3 Expert certification she has worked with many different organizations from higher education and healthcare to government and retail organizations helping guide the design and implementation of best practices that enabled these organizations to meet and exceed their business goals. Throughout her career she has helped certify thousands of professionals in achieving their ITIL foundation and practitioner’s certifications.

Session: Pre-3: HDI Problem Management Professional

Jeff Rumburg

Managing Partner
MetricNet, LLC

Jeff Rumburg is the winner of the 2014 Ron Muns Lifetime Achievement Award. As cofounder and CEO of MetricNet, Jeff has been retained as an IT service and support expert by some of the world's largest corporations, including American Express, Hewlett-Packard, General Motors, and IBM. He was formerly CEO of the Verity Group, where he syndicated the industry's first service desk benchmark. Jeff received his MBA from Harvard University.

Session: Pre-4: Succeeding With Metrics! Leveraging Kpis For Continuous Service Improvement
Session 305: Building a Center of Excellence: The Emory Healthcare Success Journey!

Rudy Seber

Consultant, Business Technology Consulting
Forrester Research

Rudy works with business and security leaders to build and optimize information security programs — helping clients align security initiatives and technology to meet business goals. Rudy has worked extensively with clients to help them transform their information security programs through the utilization of his areas of expertise which include Infrastructure & Operations (I&O), Service Management (SM), Security & Risk (S&R), Identity and Access Management (IAM), Change Management, Cloud, and Data Center Strategy. Rudy is also currently a member and officer of the Forrester chapter of Toastmasters International.

Previous Work Experience
Prior to joining Forrester, Rudy spent 10 years as a business technology specialist at Boston University. He was responsible for infrastructure and operations of the Global Programs Division, including DevOps, service management, process management, identity and access management, data centers, database development, and asset management.

Rudy holds an MBA and a B.A. in economics from Boston University, an ITIL V3 Foundation certification, and is a Certified Information Systems Security Professional (CISSP).

Session: Session 502: SM + Design Thinking = Solved Business Problems – A Forrester Workshop

Randy Steinberg

ITSM Strategies Inc.

Randy Steinberg has over 25 years of hands-on enterprise service management and operations experience at large-scale health, financial and governmental clients around the world. He has helped enterprise class organizations and hosting companies to deliver excellent services to their customers, through a rich understanding of organizational planning, cloud datacenter best practices and service management. He was a Global Head of Service Management for a worldwide media company with 176 operating centers around the globe. He has led several major service and datacenter transformation projects for government and Fortune 100 IT organizations crossing implementation of management solutions, disaster recovery, availability, organizational, governance, and Cloud infrastructure changes. Some of these have won ITSM project of the year and Malcolm Baldrige awards. Randy is also the author of ITIL Service Operation 2011 Edition and recently the new VerISM (Service Management for the digital age) book. He has authored many other books on implementation, measurement, and systems and process architecture. Randy has been a frequent speaker at industry conferences around the world.

Session: Session 501: Connecting All Your Dots: Creating Your Service Management Operating Model

Dr. Muddu Sudhakar

Investor, Board Member and Ex-SVP/GM

Session: Session 603: Reinvigorating CX Through AI

Doug Tedder

Principal Consultant
Tedder Consulting LLC

Doug Tedder is the principal of Tedder Consulting LLC, a Service Management and IT Governance consultancy. Doug is a recognized thought leader who is equally adept in interactions from senior leadership to day-to-day practitioners. His attention to detail, industry knowledge, emotional intelligence, and the ability to "see the big picture" and make it actionable has resulted in a track record of success in transforming IT organizations into valued business partners. Prior to starting his business, Doug spent over 25 years working in corporate IT organizations in a variety of local, regional, and global roles. Doug holds numerous industry certifications in disciplines ranging from ITIL®, COBIT®, Lean IT, DevOps, KCS™, and Organizational Change Management. Doug was also recognized as an "IT Industry Legend" by Cherwell Software in 2016. Doug is an author, blogger, and frequent speaker and contributor at local industry user group meetings, webinars, and national conventions. Doug is a member and former president of itSMF USA, a member of HDI, and a contributing author to VeriSM™.

Session: Session 301: Making Sense of the Latest Approaches and Methodologies
Pre-5: VeriSM Certification
Session 403: Digital Transformation Means Losing Control: Can You Handle It?

Diana Tullio

CC&C Americas

Diana Tullio is the principal of CC&C Americas, a leading provider of enterprise architecture certification training and technology strategy consulting. Prior to that, she spend 23 years with NCR, arising to the role of chief of staff to the CIO, where she was responsible for portfolio management, IT budget planning and tracking, strategy and architecture, software quality assurance, continuous improvement, and captive offshore development management. She went on to serve as the CIO for Standard Register/Taylor Communications in Dayton, OH. In 2015, Diana was recognized with the inaugural IT Hero Award presented by InformationWeek and Interop. Diana received her MBA in global management from the University of Phoenix and her BS in computer science from the University of Georgia.

Session: Session 301: Making Sense of the Latest Approaches and Methodologies

Ken Wendle

Edify ITSM

Cory Kite is an Associate Director of an Analytics and Reporting team at Penn State University that supports online learners and fosters growth of online learning at World Campus, Penn State's online campus. Cory leads a team of developers and analysts who design and implement interactive dashboards and small applications. Cory believes that in order to achieve wildly important goals you have to be willing to fail, show how much you care about each employee, and celebrate their successes. Cory shares a vision of innovation and employee ownership with his team, enabling them to take risks and be proud of their successes.
Cory was also an international road warrior for five years implementing and supporting regulatory asset management software. Working with companies of various sizes has given him the unique perspective of core company processes, what works well, and maybe not so well. Cory holds a BS in Information Sciences and Technology from Penn State University.

Session: Session 602: Questionable Value: The Penn State OAR V-A-L-U-E Transformation

Peter Zeinoun

Product Lead, Remote Support Suite

Peter Zeinoun is the Product Lead for CES' Remote Support Suite of products, including Rescue, GoToAssist and GoToAssist Corporate. He is responsible for shaping the vision, product strategy, messaging and overall direction of the product suite, which focuses on providing technicians with an elegant, reliable, cloud-based application for delivering world-class customer service and remote support. Peter has been a part of LogMeIn for 6 years and prior to LogMeIn, Peter managed and designed various enterprise level e-discovery products for Recommind, Inc. Peter holds a B.A. in Computer Science and an M.B.A. from Boston College as well as a Masters in Information Systems Management from Carnegie Mellon University.

Session: Session 606: Move Your Customer Experiences in the Right Direction by Shifting Left

Roman Zhuravlev

Product Development Manager

Session: Session 301: Making Sense of the Latest Approaches and Methodologies