15 People You Ought to Know in the ITSM Industry
In this article you can get to know about people to know in ITSM industry. The Information Technology Service Management (ITSM) is an industry which demands every organization to keep track of the latest knowledge and trends in circulation. If any organization fails to stay ahead of the game, it runs the risk of becoming irrelevant. On top of that, it becomes harder for these organizations to retain their customers as they aren’t providing the latest services. As automation is becoming mainstream, customers expect ITSM organizations to provide better services, while providing highly efficient operations.
Influential people exist throughout the ITSM industry, as they inspire their employees and other organizations to take their services to a whole new level. While skeptics believe that the ITSM industry is on its last legs, the opposite is happening as every organization is in the process of evolution. With the right leadership, ITSM organizations can face all the challenges and make the most of all the opportunities that come its way. Given below are the names of 15 people that you ought to know in the ITSM industry:
Alan Berkson is Freshworks Analyst Relations and Community Outreach’s Global Director. When it comes to topics such as customer engagement, customer experience, and customer service, he is outspoken. An active social media user, Alan Berkson knows how to keep his audience interested while talking about various topics related to ITSM.
- Barclay Rae
Barclay Rae, founder of Barclay Rae Consulting and CEO of ITSMF UK, has tons of experience in the ITSM industry. He also specializes in other areas of service delivery such as Contact Center and CRM. Barclay is the co-author of the ITIL Practitioner programme and the standards for SDI Service Desk Certification.
- Claire Agutter
Scopism’s director, ITSM Zone’s lead tutor, and VeriSM’s chief architect, Claire Agutter has been in the ITSM industry for a long time. Claire is an expert on Change Management, ITSM, and ITIL. With 11 certifications and author of ITIL Lifecycle Essentials: Taking You Through the Foundation Exam and Beyond, she is a true industry expert.
- Gregg Sanker
With over 20 years of experience in the IT industry, Gregg Sanker is currently Oregon Department of Administrative Service’s Chief Information Officer. As an ITSM practitioner, Gregg focuses on getting the maximum business value, while achieving all the necessary outcomes. He is the author of the blog on ITSMTransition, where he shares his expertise in the field. He also specializes in Progam Management and IT //Ma//nagement.
- Jarod Greene
When it comes to truly understanding the ITSM industry, there are very few people who can rival Jarod Greene, the Apptio’s Vice President in Product Marketing. He goes out of his way to ensure that everyone gets the help they need. He is known for making topics on ITSM as simple as possible, through stories and metaphors. Jarod Greene has been in the IT industry since 2004.
- Jayne Groll
CEO of DevOps Institute, Jayne Groll started out as a Computer Support Manager for Davis Polk & Wardwell LLP in 1984. Jayne Groll holds certifications for ScrumMaster, ITIL Expert, ITIL V2 Service Manager, and DevOps Foundation. A graduate of University at Albany, SUNY, Jayne wants to transform the IT industry through automation, processes, and people.
- Jeff Toister
Instructor and author on Lynda.com, President of Toister Performance Solutions, Inc., Jeff Toister is an insightful member of the ITSM industry. He has published 17 training videos on the website Lynda.co. He is also The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service’s author. With six awards and honors, attending one of his speeches is a most for those in the ITSM industry.
- John Custy
ITSM Consultant for JPC Group, Faculty Member of HDI, John Custy has a long list of achievements, making him a legend in the IT industry. John Custy is a certified instructor for the DevOps Foundation. He got a taste of IT industry in 1979, where he worked as the director for KPN. He specializes in ITSM consulting, training, and education.
- Julie L. Mohr
International Keynote Speaker and author for julielmohr.com, Julie L.Mohr featured in the list of Top 25 Thought Leader in Technical Support & ITSM. She currently holds Knowledge-Centered Support, ITIL Service Manager/Expert, and Certified Governance IT Professional certifications. She is also one of the writers for Support World, a journal for professionals in the IT industry.
- Karen Ferris
From Victoria, Australia, Karen Ferris is the director of Macanta Consulting Pty Ltd, a consulting agency that provides professional advice for ITSM and other related subjects. Karen Ferris is an international speaker and author, whose industry knowledge makes her a thought leader in ITSM. She is known for bringing in different perspectives, thanks to her expert knowledge in organizational change and service management.
- Marlon Molina
Marlon Molina, the Director of IDG Communications España, he has left his mark in various countries of Latin America, Spain, and United States. Since Marlon began working for Grupo Continex S.A as a support specialist in 1994, he has picked up tremendous amounts of experience and knowledge while working for different companies throughout his career.
- Ollie O’Donoghue
Ollie O’Donoghue, Research Director for HfS Research, recently became a part of the IT industry. He was working as an Industry Analyst for the Service Desk Institute (SDI), before becoming the Head of Research and Insight. He was involved in three publications, Life On The Service Desk 2016 – A View From The Frontline being the latest.
- Paul Wilkinson
Paul Wilkinson has immense amounts of experience, making him a profound thought leader for the ITSM industry. He currently is running a consultancy, pwcom.co.uk Ltd. which specializes in social media, marketing, public relations, and technology, for businesses that work in sectors such as construction, engineering, and architecture. He is also the author of Construction Collaboration Technologies: The Extranet Evolution, published in 2005.
- Stephen Mann
Content Director and Principal Analyst for ITSM.Tools, and writer for Quick Content Limited, Stephen Mann has 27 years of experience in the IT industry. Currently a ghost writer, he was involved in Project Management, ITSM, IT Asset Management, and IT Consultancy to name a few.
- Stuart Rance
Optimal Service Management Ltd’s owner and AXELOS Global Best Practice’s Examiner for ITIL and RESILIA, Stuart Rance is on a league of his own. ITIL Service Transition’s author, ITIL Practitioner’s co-author and RESILIA Cyber Resilience Best Practice’s co-author, Stuart has contributed significantly to the ITSM industry.
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