Richard has spent the past 10 years in the field of IT Service Management, focussing extensively on the operational processes of Incident; Problem Management and Request Fulilment.  Initially based in London, Richard migrated to Australia in late 2012 with Swiss Reinsurance and held the role of Global Request Fulfilment Manager. Operating extensively on the Service Now platform since 2008, Richard's primary focus these days is leading the Major Incident Management team in Asia while also acting as Senior Process Manager in driving continuous improvement and value add across the entire Service Management chain.

Richard holds a Bachelor Degree in Business Commerce along with being MCSE 2000 and ITIL V3 certified.  More recently he completed the IPPS Problem Solver qualification under the Kepner & Fourie program. He has been involved as a speaker reviewer with itSMF Australia since 2015 and an active Committee member, before taking up the State Branch Chair position in 2019.

Richard's interests include a deep passion for all things Service Management, together with being an active golf, cricket and football player. He is married to Jeanelle and the proud father of two boys

Email: chairnsw@itsmf.org.au

Christopher is an experienced professional with 20 years in Service Management and IT Operations roles, primarily in the utilities and government sectors.

He is passionate about the evolution of service management, modern ways of delivering and protecting value, and delighting his customers.

Christopher has a particular obsession nerding out about if our industry uses SLAs correctly and what the best ways to measure actual value delivery that are relevant to our service consumers might be.

Christopher has served on the itSMF Australia Victorian committee since 2020.

Email: chairvic@itsmf.org.au

Ferenc has over 20 years of experience in the technology industry and is well versed in various service management disciplines. He more recently has used that experience to help businesses realize the true benefits of technology services. He is an active member of the community and continuously expands his network and skill set.

Email: chairqld@itsmf.org.au

Gavin has over 25 years’ hands-on experience, I’m an industry award-winning consultant who’s led the design and delivery of high-profile Federal and enterprise ITSM initiatives across Australia and the UK. As a recognised thought leader and lead-author of SIAM industry knowledge including whitepapers and elements of the SIAM BOK, I’m frequently sought for my expertise in bridging strategy and execution across complex multi-vendor landscapes. Whether you’re embarking on your first SIAM deployment or optimising an existing ITSM platform, I bring both a strategic vision and a track record of tangible, sustainable outcomes.

Michelle is the Manager of Service Management Capability at Kinetic IT. Having been a part of Kinetic IT for over 9 years and approaching 30-years’ experience in the ICT Industry, Michelle is an expert in her craft. Her insights and expertise span a range of activities, including implementing ICT training, mentoring and consulting. With a  focus on evolving the IT industry, its systems and people she has been the chief architect of several industry publications in ITIL®, SIAM™ and VeriSM™, including the MAIDE for SIAM  and Customer Success: Instrumental to SIAM Success whitepapers, and is involved in international standards.

Gavin Hedrick had dedicated the last 8 years of his working life to improving the practice and use of ICT Change Management in AustraPreshantlia. He is proud of having successfully led three organisations on the journey from change control to change management.

His career as an IT Service Management professional began at the University of Adelaide whilst working as a Level 3 member of the Service Desk. He was sent on an ITIL V2 Foundation course in 2004 and came back so enthused he started a Change Advisory Board within two weeks. Over the next six months, the University moved from Level 0 to Level 4 Change Management and a new position of Change Manager was created.

After two and a half years as the Change Manager at the University, Gavin moved to SA Water where his key achievements include introducing a monthly Strategic CAB and a two year Forward Schedule of Change. Gavin obtained his V2 Release and Control Practioner's Certificate in IT Service Management in 2008.

In 2010 Gavin moved to the Department of Health (now Department of Health and Aging). Since joining the Department, he has completed his V2 ITIL Service Manager Certificate in 2010 and his V3 ITIL Expert Certificate in 2011.

Gavin has presented at the 2009 and 2011 itSMF National Conferences, and is a regular speaker at the South Australia itSMF Seminars. He is very happily married to Nicole and is the proud father of two girls.

Email: chairsa@itsmf.org.au