Charles Araujo is a technology analyst and internationally recognized authority on the Digital Enterprise and Leadership in the Digital Era who advises technology companies and enterprise leaders on how to navigate the transition from the Industrial Age to the Digital Era. Having spent over thirty years in the technology industry, he has been researching Digital Transformation long before it became the uber-buzzword of today, and is now focused on helping Digital Era Leaders prepare themselves and their organizations as the macro trends of the primacy of the customer and the primacy of the algorithm collide, ushering us into what he calls The New Human Age.

Principal Analyst with Intellyx, founder of The Institute for Digital Transformation, author of three books, and most recently the co-founder (with his wife) of The MAPS Institute, he is a sought-after keynote speaker and has been quoted or published in CIO, Time, InformationWeek, CIO Insight, NetworkWorld, Computerworld, USA Today, and Forbes.

David is an industry expert and has helped organizations understand and adjust to major shifts in the technology industry over the past 3 decades.

David is known for crafting industry best practices for Strategy and IT Operations and uses them extensively to help organizations achieve their purpose effectively and efficiently.  He has led consulting practices in Forrester, Hewlett-Packard and BMC Software.

David believes that successful digital strategy is an enterprise initiative that builds on existing strengths, while simultaneously adapt to a fast changing environment.  This requires change at every level of the organization, its practices, people, technology and culture.

David is the co-author of the ITIL 2007 Service Operation book, author of the ITIL 2011 Service Strategy book and lead editor of the ITIL 4 Digital and IT Strategy book.  He was awarded two lifetime achievement awards by the itSMF.

Priya in her own words: “I am a project manager, agile evangelist, I help customers formulate agile strategies, manage projects for improved business outcomes.”

Priya is a mother of two, Author, Blogger, Women Empower believer, Dreamer, Creator and a Futurist.

An Agile Evangelist and a Program Manager spearheading digital transformation, digital quality assurance and quality engineering program for a large conglomerate in Lifesciences domain. She Leads Agile Community of Practice within the organization of 546 members, across 40 countries evangelizing Agile practices across all levels in the organization. She is speaker for national and International conferences on IoT, Agile and Project Management. Since Jan 2020, she has been building a women community Women PowerUp Network – a virtual community of around 300 women across the globe.

Robert is the AIOps lead in IBM’s Garage for Technical Solution Acceleration. He is an SRE and ChatOps evangelist who enjoys helping others solve problems even more than he enjoys solving them himself.

Robert has over 20 years of experience in IT development & operations and is happiest when learning something new.Robert is a member of the IBM Academy of Technology, speaks at global conferences for IBM and creates assets that range from internal documentation to published books.

Robert lives in Israel with his wonderful wife and two children. His hobbies include history, space exploration, and bird photography.

Don is a straight talking, pragmatic and globally respected industry figure. Co-author and pioneer of ITIL, ISO/IEC 20000, SDI and BS15000.

Don has spent his career helping to formalize and professionalize ITSM. He was awarded the ITSMF Life-time achievement award and co-authored the world’s first University Master of Science Degree in IT Service Management.

Don has always been both a major advocate and critic of ITIL, and continually strives to innovate, transform and drive ITSM forward. Don’s practical expertise and experience of ITSM has allowed him to work with both public and private sector organizations around the globe helping to achieve successful business outcomes and deliver value.

IT Service Management Consultant with more than 20 years of practical experience in the IT industry. Areas of responsibility involve helping customers to design, build, configure and transition their Marval Service Management system into the live environment, ensuring that the solution meets the business and operational requirements and will be implemented on time and to budget.

With hands-on experience in the operation of the Service Desk, Paul has a deep understanding of the importance of adopting best practice, but also adapting it to the organisation’s own environment.

He thrives on responsibility and takes time to fully understand the particularities of the customer’s environment, so he can suggest solutions that will provide optimal results, ensuring a fast return on investment.

Values

 Paul is a Customer Service champion who believes strongly that the Service Desk is the best place to learn about IT and that’s where he began his career over 20 years ago. Service Desk professionals have their “finger on the pulse of what’s going on” within the IT organisation and the business at large, and because it’s client-facing, you get all the opportunities to develop great people skills and put into practice what it really means to deliver excellent customer service.

Professional Skills & Qualifications

ITIL Expert

ITIL 4  Foundation Certificate

Prince 2 Foundation

Enthusiastic and driven with excellent communication and interpersonal skills

Vertical Industry Experience

Retail and Leisure

Central & Local Government Healthcare

Higher Education Manufacturing FMCG

Recent project work

NHS Norfolk & Suffolk Weetabix

University of Westminster Leicestershire County Council

What Allan says about himself: Someone who enjoys improving service and process aspects of ITSM. I love the challenge of driving service improvements through process and realism (because out-of-the-book approaches don’t work on their own).

I’ve been on both sides of the ITSM tools customer/vendor relationship fence, so am well-positioned to ask those awkward questions and know how to get things done! Equally I know when a tool could be used versus when it should be used.

Over the years I have come across some great, and some not-so-great, examples of service management in action and base my approach on these ‘lessons’​. I’ve been lucky enough to be involved in industry award-winning projects with some great professionals.

Having been part of large improvement projects, small-scale ‘quick wins’ and Agile Scrum teams, I’m happy to tailor my approach: as long as things get better and add value.

As an ITSM consultant and practitioner I’ve supporting more than 80 service management implementations/projects for UK and global organisations, mostly using adaptations of the ITIL framework. All of these have had service improvements at their core, whether it’s to improve process, service levels, management information, better change control, getting a fit-for-purpose CMDB, reducing incident/request turn-around times, process automation, compliance or ‘raising the profile of IT’.

An ISO 20000 practitioner who understands the spirit of control and quality, I’ve helped customers achieve and maintain ISO 20000 certification. The best thing about it is identifying gaps and bringing my experience to the table, whether it’s helping Change Management shake off the ‘too bureaucratic’ stigma, or focus Metrics on value.

Sometimes get let out to speak and contribute to ITSM events.

Well-versed in ITSM toolsets including ServiceNow, Marval MSM (to admin levels), BMC RoD, JIRA, and Xtraction reporting tools.

ITIL v3 ‘Expert’​ – currently studying for the ITIL4 Managing Professional Certificate
ITIL intermediate – Service Design, Service Transition and CSI
ITIL v2 Manager (Red Badge)
ISO 20000 Consultant Certificate
Formerly an accredited course tutor for ITIL Foundation Certificate
SC security cleared

He is a world-class inspirational professional who has delivered over 20,000 hours of professional qualifications and corporate training in the past 20 years in over 45 countries globally. Dino has developed the curriculum, methodology and mapping procedure for PwC’s Mini MBA programme being offered globally by PwC Academies. ACCA has named him in 2017 as a ‘tutor guru’ to help in rolling out its Strategic Business Leader (SBL) exam and has licensed his innovative interactive flowchart as a resource for candidates.

His knowledge areas span from Business Mapping, business analysis, Governance, Ethics, Entrepreneurship, Strategy and Corporate level training to developing programmes, career management and education, Professional qualifications (PQs) and teaching topics such as Corporate Strategy, Entrepreneurship, Business Planning, Marketing and HR (for specialist qualifications (ACCA, CIA, CIMA, SHRM, ICA) and Universities (for the University of Surrey (UK), University of Strathclyde (UK), Henley Management School (UK), University of Nicosia (CY) and PwC Academies in Europe and the Middle East. Constantine has also been involved in a number of consulting & training projects for over 100 well – known multinational firms.

Daniel Gagnon, is an organizational agility advisor, coach, and trainer with close to three decades of diversified project management and IT experience. For the past ten years, he has specialized in spreading the values and principles of the agile movement, mostly within extremely large organizations.

He is one of two PMI Disciplined Agile Fellows and 9 Instructor Trainers in the world; was an active and vocal member of the DA advisory council for years; has contributed snippets of thought to 3 books on DA, and trained hundreds of CDA, CDAPs, CDAIs, and more recently DALSMs on all levels of the DA toolkit (DAD, DA Enterprise, DA DevOps).

Over the years, he has thus provided training to more than 2,000 individuals in DA, Scrum, SAFe, the PMI Montreal Chapter’s ACP test preparation course, a 40-hour agile project management class at Montreal’s McGill University, and finally the Agile Leadership Journey for leaders and executives.

His agile coaching and training engagements over the past 10 years have been with clients from the Financial sector as well as Public utilities and government entities (Federal, Provincial and Municipal). He has coached at all levels, from executives to teams, as well as diverse roles (POs, Scrum Masters, Project Managers, Business Analysts, Business Intelligence specialists, etc.)

Daniel describes himself as a passionate host leader and ethical disruptor. When not disrupting, he likes to cycle, collect early 20th century first editions of novels by British and American writers, and paint watercolours of urban landscapes he has photographed in his travels.

Andrej Bregar obtained a PhD degree in computer science. He is employed at the Informatika d.d. company, where he has worked in the areas of research and development, cyber security, project management and business process management for the energy utilities domain. His other fields of interest also include operations research and management science, decision theory, decision support systems and information technologies. He has published in several scientific and technical journals. He regularly gives lectures at international and domestic conferences from the fields of IT, OR/MS, MCDM, DSS and cyber security.

Mr. Živković has wide range of experience in different fields. In past few years his professional focus was mainly on Information Security Management and Agile methodologies. After working in many public and private organisations including Tax Ministry and IDC Slovenia, Nebojša joined ITSM CENTER d.o.o. in 2013. Ever since he is our leading force to make us all being safer.

William Bello is a privacy professional and expert in Enterprise architecture design and IT Service Management.

He studied in University of Zagreb and he has a Master degree in mathematics and informatics.

William build his management carrier and professional skills in pharmaceutical industry as PLIVA CIO and later INA (gas & oil) and Mladost (publishing). Trained by Apple, Oracle, TechGnosis and IBM he sharpened his professional carrier as CTO of Business System Planning project teams in Pliva and INA.  Starting 1993 he founded telecommunication and networking company that build state of the art networking solutions in banking, utilities and telco sector across SEE Europe.

Since many years William has been working as senior business consultant for a number of projects ranging from Data Center Tier-4 design, functional specification management, project portfolio management, SW development and testing and many others.

During  more then 30 years of practical work William acquired a broad expertise in the number of ICT and business subject matters running many mission critical projects. William is cofounder of ITSMF Croatia chapter and he is ITIL and IAPP privacy certification trainer.

For a long time William is a privacy and data protection practitioner and “William Bello Lectures on Privacy” trainer. He is external Data Protection Officer for a number of organizations from wide range of industries. William is a regular speaker and educator in number of conferences in ICT and business.

As a consultant on Atlassian solutions, he is involved in the design and implementation of numerous ITSM projects in some of the biggest Slovenian and Croatian companies. With experience in sales and project management, he specializes in helping IT Operations managers improve, their ITSM Strategy by adopting Agile and DevOps ways of working.

Hermann Erlacher is an expert in the modern digitalization of company processes, project operations, project management and asset management, who has taken part in more than 40 business digitalization transformation projects, from presales activities to consulting, in the DACH region. He specializes in industries such as professional services, manufacturing and trade, and has more than 21 years of experience working on the most challenging ERP implementations. At BE-terna, Hermann is responsible for the implementation of Dynamics 365 solutions such as Finance and Operations, and Project operations of medium and large enterprise companies. In his experience, despite their significant enthusiasm and high hopes surrounding digital transformation, many people are still a little fuzzy on exactly what it means and how to implement it. This is why he has made it his mission to help companies to get the digitalization of their processes right the first time, every time.

Nenad Šutanovac, M.Sc. is a Director of the ICT Association at Chamber of Commerce and Industry of Slovenia. Numerous activities of the ICT association are focused toward the digitalization of Slovene economy and building the ecosystem to support the digitalization and digital transformation of the entire economy and society. Here, an important element is also support for B2B e-business including the standardization of electronic documents for B2B e-business and Artificial Intelligence promotion. ICT Association is also closely collaborating with the government (ecosystem, regulation, support for companies to digitize, …), research and education system in Slovenia. He was also one of the creators of the concept to build Digital Innovation Hub Slovenia. He is an active member of Management board of Slovene Digital Coalition, member of Supervisory board of Digital Innovation Hub Slovenia and president of Supervisory board of SRIP Smart Cities and Society.

As a Service Manager, he has more than 20 years of working with some of the most complex IT solutions on some of the biggest IT projects in Slovenia, Croatia, BIH and Serbia. With Smartis, his main focus is on ITSM, EAM, IoT, Big Data and Security. With his extensive knowledge in ITIL, Agile and DevOps, he is transforming the way organizations work.

Certificates he holds:

ITIL v3 Expert, ITIL v4 Master, PRINCE2® Foundation