David Cannon is the Governance Chair with itSMF USA Board. He is a fellow of the Institute of Service Management – the highest level of professional achievement in this field. He was the founder of itSMF chapter in South Africa. He was the founder and director of the itSMF International. He is a contributing author for ITIL refresh (Version 3) and has also been an active participant in the ongoing development of the IT Infrastructure Library (ITIL) and the Microsoft Operations Framework (MOF). Currently, as an ITIL Evangelist with HP, he is responsible for establishing, building and supporting IT Service Management practices across corporate and regional boundar Less   View all posts

Ivor Macfarlane has been involved in IT Service Management Best Practice since 1989. He has authored ITIL® books (including being an ITIL V3 author), ISO/IEC 20000 and itSMF pocketbook and dictionary. e is actively involved with itSMF and is currently a member of both UK and international boards, where he holds the portfolio for publications and ITSM development. He is an Independent IT Service Management Trainer and Consultant, and has worked for numerous customers across 22 countries in 5 continents. Less   View all posts

Sheila V. Bridge is Director - Information Technology (IT) Operational Controls, Lucent Technologies, where she currently manages and controls the IT shared work processes operations in the areas of Change Management, Applications Release Management, Hardware and Software Configuration Management, Security Identity Management, and Audit and Compliance. This includes over 20,000 configuration items, and 109,000 identities for 700+ applications and 4000+ servers/network components. She led a team of 150 in the development and delivery of the Hewlett Packard (HP) IT Service Management (ITSM) platform, standardized best practices work processes, and IT general controls for an organization of 1100 employees within a 12 month period. In 2006, the implementation team received the Lucent Chairman's Award and the HP OpenView Award of Excellence. Less   View all posts

Sharon Taylor is the Chief Architect for ITIL and ITIL Refresh. Sharon is the Chair of the itSMF International Publications Executive Committee, responsible for ensuring global quality publications in over 30 countries, and is at the centre of best practice development and endorsement. She is also the President of the North American Institute of Certified Service Management Professionals, a sister organization to the UK Institute of Service Management. Less   View all posts