240. How to break into Service Management in 2024 Part 1

Phoenix, United States

Educating and coaching leaders, professionals and teams are Mart’s passion and is what he has been doing for nearly three decades. Mart works for INTERPROM, a coaching, consulting, training and education firm. Examples of areas he has specialized in are business relationship management, service management, information security management, and project and change management. He is looking forward to sharing his experience with you and to answering your questions.

Mart's proudest achievement: An achievement I’m looking back it is organizing, along with 20 passionate volunteers, a decade long, the annual Arizona ITSM Summit. A one-day event visited by 250+ local ITSM enthusiasts. And sponsored, year-after-year, by 20+ loyal vendors, including Forrester Research and Gartner.

Germany and The Netherlands

on behalf of APMG Stephan is working with Channel Partners and Trainers in the education space. He achieved business growth in the region and has used many of his capabilities in the IT Service Management and Project Management environment to engage with the community and to improve the relationships with his customers. Prior to his career with APMG Stephan has been the Managing Director of a training and consulting company. From his studies in law and communication sciences he started his career with IBM and a Germany based systems integrator.

Stephan is a member of the BPUG and a board member of itSMF. His engagement in the community helps him to contribute to a variety of topics in the industry. He is certified in IT Service Management, Project Management and is a Business Relationship Management Professional.     

As an Enterprise Service Management Architect Jan helps reduce complexity and achieve sustainable improvements with the USM Method: a unique proposition from a non-profit position. Service Management will never be the same again. Jan has also contributed to the production of more than 100 management books, with thousands of authors and reviewers. 

Jan's proudest achievement is reducing the complexity of any organization’s management system to no more than 5 processes and 8 workflows, with an Enterprise Service Management Architecture.

Mike Battistella likes to say that he wears a couple of hats.

Mike’s primary role is the President & CTO of Solutions³ LLC, an award-winning IT Service Management & Cybersecurity consulting & training organization. Solutions³ provides full lifecycle IT Management & Cybersecurity solutions in the US federal and commercial markets.

Mike is also one of three Strategic Affiliates for the DVMS Institute having global responsibilities along with a primary focus on U.S. Government Solutions. The DVMS Institute focuses on cybersecurity career development and teaching organizations of any size how to build an Adaptive, Cyber-Resilient Digital Value Management System (DVMS) capable of Creating, Protecting, and Delivering (CPD) digital business value to clients and stakeholders.

Achievements:

• Advisory Board for the College of Business at Seton Hall University
• Advisory Board for the College of Engineering at Fairleigh Dickenson University
• CIOReview Magazine: 20 Most Promising Defense Technology Solution Providers
• Regular Cybersecurity Contributor to the MeadowlandsUSA Magazine
• HP Software Rising Star Award
• HP Software Crystal Globe Award
• The C12 Group Nehemiah Award
• SBA Emerging Leader 2015
• Technical course developer for HPE Software and other software vendor & training partners

Gessica Briggs-Sullivan has served in roles at Charles Schwab leading Process Improvement and Employee Experience initiatives. She is a passionate IT Professional with 20 years of service in many realms of implementation and support of IT Service Management. Gessica enjoys solving problems, improving processes, and helping people create sustainable practices that make their jobs easier to do. Her top 5 strengths include Strategic, Positivity, Responsibility, Communication, and Includer, and she has a flair for bringing people together and making work fun.

Gessica states a highlight was receiving the Ventana Research Award, but her true pride is helping others. Her journey in IT has shown the joy of making work fun and lives easier. Although challenging, it's been worth it, leading her to what she loves the most!

Awards:

Ventana Research Award Winner, 2018 for Analytics:  This award is for the individual and company that best exemplifies leadership in any use or application of analytics across business and/or IT. 

Ian Clark is a a dynamic and enthusiastic Director, Service Manager, Governance and Management Practitioner and lecturer with over 25 years experience in both the internal and external delivery of IT Management education, consultancy products, services, solutions and projects.  As a business and service orientated leader, Ian has a wide range of European and African experience within multiple industry sectors specialising in drastically improving business productivity, profitability and quality for both the organisation and clients. He is a human and outcome focussed person. Ian hols certifications in ITIL® Master, AgilePM®,BA®,DS®, COBIT® & IT Governance Assessor and Implementation Expert,APMG/CMI® and Change Management. He is also a coach, mentor, advisor and industry recognised speaker. 

Some of Ian's accomplishments include:

• Global ITIL ATO Sub Group Committee Member –African Continent Representative 
• Member – MALC (ITIL Expert) 2011 Global Working Group 
• Member – Official ITIL v3 Publication Review Team 
• Member – ITIL 2011 Reviewer for Introduction to ITIL Lifecycle Publication 
• AgilePM – Global ATO representative and Scheme Committee Member 
• Co-Author and Reviewer of the SIAM (1st Edition) BOK 

From a professional perspective Ian's proudest achievement includes opening and running Fox ITSM SA (11th Year in Business) and still going strong. Ian is also certified as an ITIL Master in 2023, which he is proud of.  Personally, Ian considers successfully raising twin daughters to be decent humans as a matter of pride.