Welcome to IT Service Management Forum Australia

In recent years a number of clearly defined service management frameworks have been formulated upon which many organisations have delivered improved IT Services along with better governance and risk management.

itSMF is the Australian chapter of the international forum head-quartered in the UK– it’s knowledge comes collectively from the membership and is shared freely amongst members.

It is a not-for-profit organisation, internationally recognised, independent and dedicated to

Service Management.

Our Vision

To be recognised by industry, professional bodies and user organisations as the premier representative body for IT Service Management (ITSM) in Australia.

Our Mission

To provide a forum for our membership to exchange views and share experiences regarding IT Service Management (ITSM).
To promote awareness, adoption and use of standards and best practices in IT Service Management.To lead the continuous improvement of ITSM best practice and standards.
To contribute to the ongoing improvement of professionalism in the IT industry.
To provide a range of services and events that provide significant vendor independent support and value to members.

Our Aims

To be the primary resource of Service Management information and advice that is of benefit to itSMFA members, the ITSM industry and the wider IT community.To support and contribute to the continuing development of best practice.
The itSMF plays a pivotal role in the development of ISO/IEC 20000 and has a continuing and significant input into the development of ITIL.To maintain a broad membership base representative of the ITSM industry.
To provide resources to build awareness of the Forum so that itSMFA can achieve its goals.To take a lead role in influencing all bodies whose decision making processes affect Service Management.
To support corporate members and their businesses through networking opportunities and other organisations.
To promote ITSM products and services to an Australian audience.To be a successful and valued link in communicating the best practice message to our members, to the ITSM industry, to other businesses and to the wider IT community.

Meet the Board of Directors

Janet Holling - Chair

Janet is a service and customer focused professional and service management practitioner with over twenty years’ experience in service industries.

She gets her kicks leading highly effective teams, driving operational improvements and delivering great service, and service improvements to delighted customers. Janet has worked across the private and public sectors, and consulting services in Melbourne, Geelong and Perth.

Janet has served on the itSMF Australia Victorian committee since 2012, and was Chair from 2017-18 and now in 2026. She has been a member of the National Conference organising committee for three years and was Conference Director in 2025.

Bradley Busch - Treasurer

Bradley has been involved with the itSMFA since 2002 and has contributed to the NSW Committee as a committee member, Special Interest Group co-ordinator and now represents NSW on the Board of Management in the role of Director.

Carolyn Walker - Secretary

Carolyn is an ITSM, SIAM and Operations Management Professional with a healthy interest in Cyber Security. With 20+ years’ experience in IT, 18 of those within the Managed Service Provider space, she has seen the good, the bad, and the ‘opportunities for improvement’ of ITSM and IT Operation implementations.

She has a passion for improving delivery, operations and the customer experience and uses her knowledge of best practice frameworks and her experience to bring about change in her workplace and to share her experiences within the broader IT community.

David Low - Conference Director

David is a pragmatic IT Service Management professional with over 30 years in IT related fields. The last 15 years he has been focused in various Service Management roles in both the Telecommunication and Health Care industries.

He is a believer in understanding theory but more importantly how it work in practice and is passionate about making improvements and seeing results. Effective service management is a journey that needs to involve everyone to achieve successful results and it is only engaging with people that can make great things happen.

Simon Dorst - Director

Simon has more than 25 years international experience in IT Service Management using best practice methodologies. In the last couple of years he has developed and delivered various Service Management consulting and training assignments

He is a pragmatic thinker, who is always looking for the most effective and efficient way of conducting business. Combining a technical background, service orientation, industry best practices, analytical mind and his knowledge of and experience in IT Service Management, he is exceptionally qualified to advice organisations on improving their (IT Service) management processes

Brendan Cullen - Director

Seasoned ICT professional with more than 20 years’ experience. An accomplished Consultant, Service Desk Manager, Project Manager and Incident / Problem Manager with a solid track record of delivering customer centric and business outcomes in mission critical ICT environments.

His experience spans a range of industries including Financial Services, Online Gaming, Utilities & Government (Police, State Development, TAFE SA & Health)

National Office Staff

Peter Tonkin

Executive Officer

Management of itSMF Australia National Office. Peter manages the operational management of itSMF Australia National Office and staff. Peter has many years exprience in Service and Technology Management roles across numerous industries. A non-voting (ex-officio) of the itSMFA Board of Directors and Returning Officer for Board elections. He is a itSMFA National Conference Committee member, which one of the world’s pre-eminent Service Management events.Peter can be contacted at peter.tonkin@itsmf.org.au

Bec Lovelace

Manager - Partnership & Member Engagement

Bec is a strategic and relationship focused professional who brings deep operational expertise and a strong track record of stakeholder engagement to her role as Manager, Partnership & Member Engagement. With a background in financial management and process improvement, she combines analytical thinking with a genuine passion for connection and collaboration. Renowned for her clear communication and people first approach, Bec builds trusted relationships that drive value to strengthen partnerships. Bec is committed to elevating the member experience and unlocking new opportunities for engagement and growth.

Bec can be contacted at bec.lovelace@itsmf.org.au

Michelle Crawford

Administration Officer

Michelle is responsible for general administration and assisting the Executive Officer. She has enjoyed a long career in office administration and has many years of experience in a variety of different sectors, including manufacturing, mining, tourism & electrical. Michelle assists all states with National and State Events. Michelle can be contacted at michelle.crawford@itsmf.org.au

Alan Hollensen

Marketing & Social Media Manager

Alan is the Social Media Marketing Manager with many years experience in senior management positions.

Alan can be contacted at alan.hollensen@itsmf.org.au

Life Members - itSMF Australia

itSMF Australia Life Membership is an honorary recognition awarded to individuals who have demonstrated exceptional and sustained contributions to both the organisation and the broader IT Service Management (ITSM) community. It is typically granted to long-standing members who have shown leadership, dedicated service, and a significant impact through activities such as volunteering, governance, community engagement, and advancement of ITSM practices. Life Membership is awarded through nomination and approval by the itSMF Australia Board in recognition of outstanding commitment to the growth and success of the organisation and the profession.

Bob Phillipson

Proactive Services

.Bob Philipson with the help of David Wheeldon, brought ITIL to Australia and New Zealand in 1995. Along with David Wheeldon and Peter Greening, he was instrumental in getting the IT Service Management Forum (itSMF) established in Australia. Mike Davies played a key role as the first ProActive staff member to be accredited to delivery ITIL training and Mike successfully delivered all of the early courses.

Bob's commitment to the ITSM industry has been long standing, he is acknowledged as a thought leader and has a record of driving innovation in the areas of Business Aligned Service Improvement and related areas.

As Managing Director of ProActive Services, Bob led an experienced team of personnel who have and continue to deliver some of the largest and most successful ITSM consulting programmes in Australia and New Zealand.

Bob led a culture of working in partnership to deliver quality business aligned outcomes to small, medium and large organisations.

Industry recognition, for the ProActive Team, included acknowledgement as the Vendor Partner for Toyota’s “itSMF Service Management Project of the Year” award in 2012.

Bob’s commitment to quality education services stems from the belief that cultural change is integral to the delivery of successful ITSM programmes.

At the time ProActive's ceased trading, it had trained some 50,000 students and delivered many successful consulting services. ProActive was known for the quality of its education and consulting services in Australia and New Zealand.

Bob is looking to continue his involvement in ITSM by helping service providers, of all types, realise the benefits of ITSM at the strategic level.

Brian Jennings

Enterprise Service Management

Brian Jennings was awarded Life Membership of itSMF Australia in 2006 in recognition of his outstanding contributions to the management and growth of the Forum over the previous 5 years.

He was appointed to the itSMFA Board in 2001 and focused initially on organising the exhibition at the 2002 annual conference and the ACT Branch inaugural launch seminar, which attracted 144 registrations.

Brian was voted President (now Chairman) of itSMFA in late 2002 and used his previous experience with a similar organisation to formalise the structure of the State Branches and the introduction of quarterly seminars. He played a leading role in planning the annual conferences, which grew from a 1-day, 2-stream event in 2002 with 228 attendees and 9 sponsors/exhibitors to a 2½-day event with 4 streams plus ½ day workshops in 2005, attracting 528 attendees and about 35 sponsors/exhibitors.

Brian also led the design and introduction of a governance framework, an annual business plan, Board portfolios, a revised Constitution and other innovations for improving the management of the Forum and its member services. During this period a separate office was established and extra staff and a Business Operations Manager were employed to cope with member services and to support increased Branch activities. Brian resigned from the Board in early 2006 to focus on his International activities.

Brian was voted onto the itSMF International Executive Board in late 2003 with the role of Treasurer and Director for Business Development. At the 2005 AGM he was voted Chairman of the Board for a two-year term in which time he expanded International’s role and activities. This included setting up administrative support and a CEO, introducing a governance framework, a charter for the international Chapters and assistance in the establishment of new Chapters, which increased from 12 to almost 50 during his 4 years on the Board. Brian also led the Board in establishing co-operative and commercial relationships with organisations such as ISACA, ISO, APMG and TSO. The latter two and other initiatives included significant revenue streams that would enable consolidation of Board and Office activities and the delivery of substantial new Chapter services and resources.

In a previous life Brian was a qualified RAF fighter pilot, represented the RAF in tobogganing on the Cresta Run in St. Moritz for 8 seasons and won a Bronze medal at the Commonwealth Winter Games in that event. Earlier he spent 3 years at Cambridge University and gained a Master of Arts degree majoring in electronics engineering.

Brian is a Certified ITIL V3 Expert and an ISO/IEC 20000 Consultant with practical experience in IT service management, business analysis, business continuity and project management. He has continued his involvement with the Forum and last year rejoined the itSMFA Board. He now lives with his family in Noosaville.

Bradley Busch

Governance

Constitution

itSMF Australia is incorporated under the Victorian Associations Incorporation Act.

Policies & Guidelines

itSMF Australia issues a number of Policies and Guidelines to provide assistance to our members and volunteers across a number of areas including publications and social media.

Should you have any questions regarding a policy please do not hesitate to contact us at info@itsmf.org.au

Presentation Guidelines

itSMF Australia (itSMFA) has developed some policies for its authors and presenters. These are intended to improve the professionalism of itSMFA seminars and conferences and to avoid unwanted controversy.

Social Media Policy

Members of ITSMF Australia are practitioners, thinkers and leaders in the Service Management community in Australia, and internationally. This policy sets a standard of professional behaviour in social media forums.

Volunteer Policy

Members of itSMF Australia often perform a variety of engagements which require substantial personal involvement.

Refund Policy

At itSMF Australia we value your business and trust that you will be satisfied with your purchase. Should your purchase not match your expectation we will endeavour to facilitate a refund, exchange or credit whenever possible however due to the varied nature of the goods and services and supplier arrangements this may not always be possible. Please refer to the relevant section below for our refund policy relevant to your purchase.

In the event that the product or service is faulty, wrongly described or different from the product listed you may choose between a refund, exchange or credit.

E-Books, PDF's and other electronic products

Please read the relevant product description carefully as E-Books, PDF's and electronic products are subject to the relevant Supplier End User Licence Agreement and may be subject to licence restrictions on the number of installations or users. We will refund the value of the purchase should the product be faulty, wrongly described or different from the product ordered. All copies of the returned product must be deleted from your computers if a refund is provided.

Seminar Registrations

If you are unable to attend a ticketed seminar please advise the National Office on info@itsmf.org.au or 03 9879 5466 at least 5 days prior to the event to arrange a refund. Tickets cancelled within 5 days of the event are not eligible for a refund.

Membership

Membership subscriptions are non-refundable.

Non Disclosure Agreement

itSMF Australia respects the privacy of its members and any information shared in confidence. In the course of their duties members may have access to confidential information and agree to protect the confidentiality of that information.

Privacy

The privacy of your information is important to itSMF. Information is collected by itSMF Australia is used to provide the service to you, maintain our membership register and to communicate with you.

The names and emails of delegates registered for specific events may be provided to sponsors of the event.

Your details may also be provided to service providers for the purposes of providing the service to you.

Talent Release Form

Please use the attached form when requesting to use images or recordings at Seminars, Conferences etc.

Terms & Conditions

The owner of this website is itSMF Australia Inc. ABN 41 821 213 034 (itSMF). itSMF is an Australian not for profit association incorporated in Victoria.

Should you encounter any difficulty with any transaction from this site please contact the itSMF National Office at info@itsmf.org.au or 03 9879 5466.

Users agree that transactions conducted on this website are conducted in Australia and subject to the jurisdiction of the Australian Courts.

All transactions via this website are conducted in Australian dollars (AUD).

Goods and Services Tax (GST)

Prices listed on the website are in Australian Dollars and include GST unless otherwise specified.

Credit Card Security

itSMF Australia values the security of your credit card data. All card transactions made via this website are processed through a recognised Australian merchant gateway provider utilising 128-bit SSL encryption. itSMF Australia does not record or store your card details after the transaction is completed. Should you have any concerns about the security of your transaction please contact the National Office at info@itsmf.org.au or 03 9879 5466.

About itSMF International

itSMF Australia is part of a worldwide movement of ITSM professionals with chapters in over 50 countries. itSMF International represents over 6000 member companies, blue chip and public sector and private alike and in excess of 40,000 individual IT Service Managers.

All have as their primary focus the promotion of the business benefits of IT Service Management Best Practice and the adoption of these standards by the IT industry, as well as other non-IT related organisations that provide products and services to their customers. The itSMF is a not-for-profit organisation funded through membership subscriptions and commercial activities such as book sales and events.

Click here to visit the itSMF International website.

Global Structure/Board of Management

itSMF International is co-ordinated by a Board of Management representing all national chapters and supported by an Executive. The International Board meets annually, but a smaller Executive Board meets more frequently.

Welcome to IT Service Management Forum Australia​

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