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Next Practices in Business Service Management



Our Experts

Peter Armstrong Peter Armstrong – After 25 years in the IT industry, Peter is now an independent consultant & analyst specializing in Business Service Management (BSM) strategies and tactics. Until recently Peter was a Corporate Strategist for BMC Software, Inc., with specific responsibility for the increasingly important domain of how business and information technology need to work together. Peter helped to develop BMC's Business Service Management strategy and was in the team responsible for building the company’s 3-year strategy plan. He was also responsible for educating BMC Software’s customers and employees, the media and analysts about the company’s vision and strategy. Peter is based in the UK. He is a renowned speaker, and is well known throughout the world as a presenter, educator and author. He recently published his first novel and his hobbies include golf and music.
Jeroen Bronkhorst Jeroen Bronkhorst currently holds the role of Business Solutions Strategist within HP Software & Solutions headquarters for Europe, Middle East and Africa (EMEA). In this role he is responsible for executive level support for strategic HP accounts, generating ITIL based solutions content, and HP representation towards industry standards. In addition Jeroen is a member of the ITIL V3 authoring team, author of integrated ITIL V3 models used in "the official introduction to the ITIL service lifecycle" book as well as a member of the review group for the ITIL Live portal. Jeroen has more than 17 years of working experience with ITSM and ITIL initiatives. He is the lead authority for the HP Service Management Framework (based on ITIL V3 and other standards) as well as the HP ITSM Reference Model build around ITIL V2. Previously Jeroen was a Chief Strategist responsible for thought leadership, frameworks, methods and standards usage across all HP Consulting and Integration practices and market offerings worldwide. As a global IT Service Management (ITSM) program manager, Jeroen carried field responsibility for the internal development, deployment, and global support of ITSM consulting and integration services. Initially Jeroen started his working career at a large computer center for the Dutch Ministry of Defense in 1990 where he worked as a consultant delivering to Defense customers as well as managing consultant leading a team of 10 consultants.
JSB John Seely Brown is a visiting scholar and advisor to the Provost at University of Southern California (USC) and the Independent Co-Chairman of the Deloitte Center for the Edge. Prior to that he was the Chief Scientist of Xerox Corporation and the director of its Palo Alto Research Center (PARC)—a position he held for nearly two decades. While head of PARC, Brown expanded the role of corporate research to include such topics as organizational learning, knowledge management, complex adaptive systems, and nano/mems technologies. He was a cofounder of the Institute for Research on Learning (IRL). His personal research interests include the management of radical innovation, digital youth culture, digital media, and new forms of communication and learning.

John, or as he is often called—JSB— is a member of the American Academy of Arts and Sciences, the National Academy of Education, a Fellow of the American Association for Artificial Intelligence and of AAAS and a Trustee of the MacArthur Foundation. He serves on numerous public boards (Amazon, Corning, and Varian Medical Systems) and private boards of directors.

See: JohnSeelyBrown.com »

Tom Bishop Tom Bishop – A recognized and award-winning technologist, Bishop is currently VP-Engineering at Storspeed, an Austin start-up for application-aware caching appliances. He was recently Vice-President and Chief Technology Officer at BMC Software, where he was responsible for product vision and direction, including advancing Atrium, the company’s innovative open-architected foundation for its Business Service Management solutions. Bishop has also served as Chief Technology Officer of VIEO Inc., where he was named “Chief Technology Officer of the Year” by InfoWorld magazine. He is the former Chief Technology Officer of IBM Tivoli, where he created and led Tivoli’s distributed systems management technology and products. With more than twenty-five years of industry experience, he is well known as a technology innovator, holding nine patents in fault-tolerant computing, and leading the development of industry standards such as the Distributed Management Task Force (DMTF) and POSIX. As Chief Technology Officer of VIEO Inc., Bishop pioneered the architecture and design of an applications-focused, quality of service-oriented enterprise management solution. Bishop holds bachelor of science and master of science degrees from Cornell University.
Matthew Burrows Matthew Burrows is an acknowledged best practice expert and a regular contributor to publications and events, providing thought leadership on industry committees and working groups.  He was involved at the very beginning of BSM through his presentations at BMC launch events.  These customer case studies of BSM programs he was responsible for managing, demonstrated that BSM was real and delivering tangible business benefits.  In his day job, Matthew is the Managing Director and an active consultant/practitioner at BSMimpact, a niche consultancy that works with organizations to deliver successful transformation and maximize the value of a Business Service Management approach.  The company's impressive client list includes O2, British Airways, IBM, HP/Compaq, Centrica (British Gas), Vodafone, BMC, BT, Unilever, Virgin Mobile, and more.  In addition to his fellowships with RSA and the priSM Institute, Matthew is a member of the itSMF UK Management Board, lead for the Global priSM Advisory Committee, and a member of the SFIA Council. He is passionate about sharing knowledge and supporting the continual professional development of others. 
Peter Doherty Peter DohertyCA's Peter Doherty has nearly 25 years experience in the IT industry, predominately working in the Service Management arena as well as Enterprise Network and Systems Management.

His day-to-day responsibility for architecting, demonstration and proving of technical requirements for business solutions has given him firm grounding in the practical implementation of Service Management for both large enterprise and smaller businesses.

Whilst being in demand for process definition and technology alignment Peter also plays a major role in organisational change and customer engagement.

Peter is a regular presenter at international itSMF and Service Management conferences around the world from both a plenary and SME perspective. He presented the Keynote at the inaugural itSMF Korea conference in 2005 and won the President’s Award for best paper at the 2004 itSMF Australian conference.

Peter holds the Manager’s Certificate in IT Service Management (Distinction). During the ITIL V3 refresh Peter was a contributing Author to the Service Operations Book.

Troy_DuMoulin Troy DuMoulin is a leading ITIL® and IT governance authority at Pink Elephant, with a solid and rich background in Executive IT Management consulting. Troy holds the ITIL Service Manager and Expert certifications and has extensive experience in leading IT Service Management (ITSM) programs with a regional and global scope. He is a frequent speaker at ITSM events and is a contributing author to multiple ITSM books, papers and official ITIL publications including ITIL’s Planning To Implement IT Service Management and Continual Service Improvement. Troy has also worked with the Information Systems Audit and Control Association (ISACA) on COBIT® 4.0 development and alignment with ITIL.
Malcolm Fry Malcolm Fry is a recognized IT industry luminary with over 40 years experience in Information Technology, serves as an Independent. Malcolm is the author many publications on IT service and support, he has had many other articles and papers published, and he is regularly contacted as a source of information by technology journalists. In addition, he is the solo performer in a highly successful, best selling DVD series made for the Help Desk Institute. He was on the ITIL Advisory Group helping to guide the development of ITIL v3 and was a mentor for one of the ITIL V3 books. His latest publications include ‘A step-by-step Guide to Building a CMDB’ and ‘How to build and ITIL Service Management Department’ while his latest publication ‘ITIL Lite’ is due to be available late 2009. He is sought after world wide as a dynamic and witty key note presenter.
Irael Gat Israel Gat’s executive career has spanned top technology companies, including IBM, Microsoft, Digital, BMC and EMC. He led the development of products such as BMC Performance Manager and Microsoft Operations Manager, enabling the two companies to move on to the next generation of system management technology. Israel is also well versed in growing smaller companies and has held advisory and venture capital positions for companies in new, high-growth markets. Israel is recognized as the architect of the Agile transformation at BMC Software. Under his leadership, BMC software development increased Scrum users from zero to 1,000 in four years. With one leg in software development methods and the other in system management, Israel has been focusing on extending Agile methods to enable better response to business requirements. In 2007 he conceived the concept Agile-Based-Market-of-One and demonstrated its viability. More recently, he published on the techno-economical advantage of the Agile Infrastructure and the Agile Enterprise. He foresees the evolution of new business designs that take full advantage of the fusion of Agile with System Management. Israel has a Ph.D. in Computer Sciences from the Israeli Institute of Technology and an MBA from Clark University. In addition to publishing with the Cutter Consortium, he posts frequently inThe Agile Executive and tweets as agile_exec.
Irael Gat Ariel Gordon is the VP or Products and co-founder of Neebula Systems, Neebula Systems develops a Business service management solution for dynamic environments. Prior to co-founding Neebula, Ariel was Chief Technology Officer at BMC Software. At BMC, Ariel was one of the creators of BMC’s Business Service Management (BSM) strategy and pioneered the creation BMC’s BSM Atrium integration infrastructure. Ariel joined BMC through the acquisition of New Dimension Software, where he served as VP of R&D and CTO since its creation. Ariel was a driving force behind New Dimension’s successful CONTROL product line which included CONTROL-M, one of the leading job scheduling products in the market today.
John Hagel

John Hagel III has nearly 30 years experience as a management consultant, author, speaker and entrepreneur, and has helped companies improve their performance by effectively applying information technology to reshape business strategies. John currently serves as co-chairman of the Silicon Valley-based Deloitte Center for the Edge, which conducts original research and develops substantive points of view for new corporate growth.

Before joining Deloitte, John was an independent consultant and writer. Prior to that, he held significant positions at leading consulting firms and companies. From 1984 to 2000, he was a principal at McKinsey & Co., where he was a leader of the Strategy Practice. In addition, he founded and led McKinsey’s Electronic Commerce Practice from 1993 to 2000. John has also served as senior vice president of strategic planning at Atari, Inc., and earlier in his career, worked at Boston Consulting Group. He is the founder of two Silicon Valley startups.

John's blogs: The Big Shift (HBR) and EdgePerspectives blog. See also: JohnHagel.com »

Chrisan Herrod Doug McClure is a member of the Business Service Management (BSM) Architecture team within IBM Tivoli’s BSM Development organization. He is currently focused on BSM solutions strategy, content, integrations, time to value and ease of use for the Tivoli BSM (TBSM) portfolio while maintaining a heavy focus on client opportunities, deployments and overall satisfaction. Doug has focused the past 18 years of his career on developing repeatable methodologies for continuous improvement in business and IT service management across many diverse public, private and government positions. He is an industry recognized thought leader and subject matter expert in the area of BSM and publishes a widely followed blog on the subject and participates in global conversations within this rapidly evolving space.
Peter McGarahan Peter J. McGarahan is the founder and president of McGarahan & Associates. Pete recently served as the Chairman of the IT Infrastructure Management Association, a sister organization to HDI. Pete offers 25 years of IT and Business experience helping IT organizations optimize their service delivery model to support business objectives. His value to the service and support industry and business is his thought leadership. As a practitioner, product manager and support industry analyst and expert, he has influenced the maturity of the service and support industry. His passions for customer service led the Taco Bell support organization to achieve the Help Desk Institute Team Excellence Award. IT Support News also named him one of the “Top 25 Professionals in the Service and Support Industry” in 1999. Support professionals voted McGarahan “The Legend of the Year” in 2002 and again in 2004 at the Help Desk Professionals conference for his endless energy, mentoring and coaching and his valuable contribution to the support industry and community.
Bob Multhaup Bob Multhaup is President of IT Business Dimensions and architect of the ITin3D IT modeling tool which provides the information IT Management needs to ‘run IT as a Service Business’. Leveraging over 12 years as a CIO in the Life Sciences industry and 7 years working overseas in Europe, Multhaup has designed this tool to consolidate and integrate a customer’s disparate data sources into a unified multi-dimensional model of IT Service Costs, Value, and Consumption based upon BSM and ITIL principles. Multhaup is partnered with Migration Technologies to provide cost modeling and Financial Management solutions for ITIL implementations. By working closely with his customers to quickly build and customize these service based management models, the results and benefits offer a high degree of customer satisfaction by enabling Service Portfolio Management, Service Budgeting, Strategic Planning, Service Performance Measurement, and IT Financial Management and Controlling. Multhaup has a degree from Brown University and an MBA in Finance along with other ITIL certifications.
Richard Ptak Robert Stroud is the Service Management and Governance Evangelist at CA, Inc. and a vice president within CA’s Service Management business unit. Robert serves as an International vice president of ISACA and the IT Governance Institute (ITGI), and was the chair of ITGI’s COBIT Steering Committee. He also is a former Board member of the IT Service Management Forum (itSMF) USA and is part of the itSMF International Executive Board serving in the dual roles of Treasurer and the Director for Audit, Standards and Compliance and additionally participates in multiple ISO working groups.

As CA’s global evangelist for service management and governance and responsible for strategy development. Stroud is dedicated to the development and communication of industry best practices and acts as a strong advocate for the customer – working closely with users, industry organizations, government agencies, and IT luminaries to identify and communicate IT best practices. He is a mentor to many organizations, advising them on their implementations to ensure they drive maximum business value throughout the process. Stroud also helps ensure that CA’s solutions adhere to industry best practices.

An industry veteran, Stroud has significant practical industry experience and is a recognized industry speaker and leader. He is considered a global authority on governance leading the ITGI COBIT Steering Committee and setting the product strategy and direction. He has contributed to multiple publications including Guidance for Basel II, COSO ERM and COBIT versions 4.0 and 4.1. As an IT service management expert, he also has contributed to several titles on ITIL and was a member of the ITIL refresh process in the roles of mentor, reviewer and on the Advisory Group.

Annie Shum Annie Shum has an extensive understanding of computer architecture, design principles and performance analytics (for multiple platforms encompassing mainframe, distributed, Web) developed during a R&D career that has spanned over two decades. She is internationally recognized as one of the innovative analytical minds and top ranking queuing model experts for performance assurance analysis and capacity planning. Shum was most recently a technical consultant to a VC firm evaluating new start-ups on virtualization, system management and Cloud Computing; and is a current member of the CMG Board of Directors. She was the former deputy CTO, VP of Technology & Innovation focusing on SOA and Web 2.0 Strategy for BEA Systems. After earning a doctorate degree in Computer Science from Harvard University, Shum was VP of Science & Technology at BGS Systems and subsequently the corporate architect (in the role of Chief Scientist) at BMC with a focus on the advancement of predictive analytics. Annie is a US patent award holder - the most recent (Feb 2008) patent award was on BSM and visual workflows. She was the A.A. Michelson Award winner for 2004.
Sharon Taylor Sharon Taylor, President of the Aspect Group is a well known and respected figure within today’s IT Service Management community. As the former Chief Architect and current Chief Examiner for ITIL®, the world leading IT Service Management best practices, Sharon is the author of numerous ITSM books and regular columnist for a variety of global IT management publications. Sharon is the Chair of the itSMF International, responsible for ensuring global growth and governance of ITSMF in over 50 countries. She is also past President of the North American Institute of Certified Service Management Professionals. Sharon is the recipient of the 2008 ITSM Lifetime Achievement Award. 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, Asia and Europe. As a long time CEO, Sharon brings a business background and focus to IT service management and has used her business experience in influencing the future directions of the IT service management industry.
Ken Turbitt

Ken Turbitt is 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, and the 1st licensed software assessor. With over 25years 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. Ken was an official reviewer of ITIL v3 Service Design book and for ITIL Live. Ken is also a Gartner qualified TCO consultant was a founder member of the Institute for the Management of Information Systems (member since 1985) “Outsourcing special interest” group, member of the Institute of Directors (IoD), British Computer Society (BCS), and the ITSMF.

Paul Wilkinson

Paul Wilkinson is the co-owner of GamingWorks. He is an ITIL Service manager with more than 25 years of experience at all levels within the IT branch, from Computer operations, to IT services manager to IT services development manager. Author of ITIL V2 publication. Designer of GamingWorks products. Co-Author and Cartoonist of the 'ITSM from hell book'.






























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