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Our 2008 speakers on board
Eric Lauzon
Chief Information Officer
Nortel Asia, Singapore
Prasad C.V.G
Chief Information Officer
ING Vysya Bank, India
Sornkawee Puranachoti
CTO and Senior VP, IT department
Stock Exchange of Thailand
 Sandeep Khera
Chief Operating Officer, Information Technology Asiapac
Credit Suisse, Singapore
Peter Miao
Head of IT
Hong Kong Housing Society
Sharon Taylor
Chief Architect
ITIL Refresh
Chair + Governance, Policy & Accountability,
itSMF International Executive Board, Canada
David Wheeldon, FBCS
Co-Author
ITIL® V3 Service Operations, UK
Honorary Vice President
itSMF International
Gary Case
Co-author
ITIL® V3 Continual Service Improvement, Canada
Committee Member
itSMF USA
Ivor Macfarlane
Co-Author
ITIL® V3 Service Transition, UK
Consultant, Global Technology Services
IBM, UK
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itSMF Asia Summit 2008 - Our speakers
 Winner of the ITSM annual award 2008: Chorng-Der (Sonia) ShyrSenior Engineer, Network Resource Division, Information Technology Service Center
Industrial Technological Research Institute, Taiwan
Chorng-Der Shyr now is a senior engineer in the Information Technology Service Center of Industrial Technology Research Institute (ITRI). She has IT service related experience for over 20 years. Chorng-Der accumulated practical experience in ITRI’s implementation of ITSM and ITIL. ITRI has become a certified organization under the itSMF ISO/IEC 20000 Certification scheme on 09/05/2008. She also participated in the translation of ISO 17799 : 2005 and ISO 27001 : 2005 from English to Traditional Chinese.
Chorng-Der completed her Bachelor’s Degree in Business Administration at National Taiwan University, pursued her MBA specialized in Finance at University of Illinois at Urbana-Champaign in the U.S.A. And she holds certificates in ITIL (ISO/IEC 20000 Consultant, 2007), ISMS (Information Security Management System Auditor/Lead Auditor, 2005).
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 Umar ChandranSM, IT Services, Shared Services Centre (SSC),
Defence Science & Technology Agency (DSTA)
President
itSMF, Singapore
Umar Chandran is a retired Air Traffic Controller from the Air Force. Now the Senior Manager (IT Management) with the CIO Office in Defence Science & Technology Agency, responsible for IT Asset, Budget and Service Management.
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 Sushil ChatterjiLiaison member ISO/IEC Study Group on ICT Governance, Member of IT Governance Committee
ISACA hq/ITGI
Sushil Chatterji, Director of Edutech Enterprises, has over 8 years experience in IT Governance and the related areas of Enterprise Architecture and IT Operations Excellence. He is a thought-leader in the field and has worked on consultancy projects in this area both in public and in the private sector.
Sushil was previously Senior Consultant with META Group, based in Singapore. Prior to that he worked for IBM, SEMA Group and the Singapore National Computer Board. He is a member of the international IT Governance committee of the IT Governance Institute (ITGI) which oversees the institute’s development strategy including the CobiT and Val IT frameworks, as well as contributes as a core team member for the continued development of the Val IT framework. He is also an accredited trainer with ISACA on the CobiT Foundation and Implementation courses. Recognised for his specialisation in IT Governance, Sushil has been appointed to the ISO Study Group that is responsible under the ISO JTC1/SC7 for the establishment of global ICT Governance standards. This Study Group will evolve into a Work Group in late 2007 and is expected to publish global ICT Governance standards within the next few years.
A member of the Global Enterprise Architecture Organisation (GEAO), and a council member of itSMF Singapore as the Treasurer, Sushil is a strong proponent of IT Governance in organisations. He holds a Masters in Business Management degree and professional qualifications in Enterprise Architecture and in Management of IT, with over 20 years experience in the IT industry.
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 Michiel De BoerManaging Consultant
Quint Wellington Redwood
Michiel gained his Service Management experience in various local and international companies worldwide. In these organizations he has executed roles as (project) Manager or Consultant in a variance of industries. He is experienced in translating business objectives into manageable deliverables, quick wins and continuous improvement. Michiel joined Quint Wellington Redwood in 2000 and is Managing Director Malaysia/Hong Kong.
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 Ken DoughtySenior Manager, Risk Management, Corporate Compliance and Risk Management, Corporate Finance
ING Australia
Ken Doughty CISA CBCP is the Senior Risk Manager, ING Australia and has over 25 years Information Technology experience gained in IT Auditing, Project Management, Business Continuity and Risk Management in the public and private sectors.
He has an Accounting Degree, a Graduate Diploma in Internal Auditing and is a Certified IS Auditor and Business Continuity Professional. He also lectures part-time at Macquarie University, Sydney Australia and has had a large number of papers published in leading auditing and business continuity journals in the United States. He has also received a number of awards: -2002 ISACA’s International Best Speaker/Conference Contributor Award -2003 itSMF Australia President’s medal for best ITIL project -2006 ISACA’s Harold Weiss Award for his contribution to IS Auditing Education.
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 Peter EdwardsSenior Managing Consultant, Global Technology Services, ASEAN/SA
IBM
Peter Edwards is a founding council member of itSMF Singapore, and has served on the itSMF Singapore council for the past four years. He is currently the Secretary of the chapter.
Peter is employed as a Senior Managing Consultant within IBM’s Asia Pacific Center of Excellence for Service Management. Peter specializes in the design and implementation of IT Service Management processes for IBM customers. He is certified in ITIL to Service Manager (masters) level.
Peter has been working in the IT industry for over 23 years and has many years of experience in consulting whilst working in IBM, PWC, HP and a software vendor. During his consulting career he has worked in various industry sectors including Oil & Gas, Telecommunications, Financial Services, Consumer Products, and Public Sector.
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 Rob EnglandOnline celibrity and blogger extraordinaire
IT Skeptic
The IT Skeptic is a commentator on IT's sillier moments, especially those related to ITSM in general and ITIL in particular. This is not because the IT Skeptic wishes to focus on ITIL - it is just that ITIL and itSMF provide such great material for a skeptic.
The IT Skeptic has spoken at several conferences, including those of the itSMF. He has two books in preparation and a popular blog at www.itskeptic.org.
The IT Skeptic is the pseudonym of Rob England, an IT consultant and commentator. Although he works around the ITIL industry, he is self-employed and explores other non-ITIL ventures. He has twenty years experience mapping business requirements to IT solutions, ten of them in service management. He is active in the itSMF, a member of ISACA and an accredited member of the NZ Computer Society. He is also a paid-up Skeptic. He lives with his wife and son in a small house in a small village.
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Gary Case
Co-Author
ITIL v3 Continual Service Improvement
Gary Case is an IT professional with more than 30 years experience, specializing in Process Consulting, Strategic Business Alignment, Project Management, and Training. In 2006, Gary was chosen as one of the 10 authors for the ITIL V3 Refresh Project. The book authored was Continual Service Improvement. Gary joined Pink Elephant after successfully running his own consulting and training company, and serving as the Director of Training for Help Desk Institute (HDI). Gary’s main focus at Pink Elephant is to provide strategic guidance on the delivery of IT Service Management, process consulting, project management activities, and education programs to IT professionals worldwide. Gary has presented ITSM and ITIL-related sessions to audiences at major events worldwide, including HDI’s IT Infrastructure Management conference and Pink Elephant’s International IT Service Management Conference & Exhibition.
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 Paul HanCountry Manager
Quint Wellington Redwood
Paul Han Tau Kwang is Country Manager for the Singapore office of Quint Wellington Redwood. Paul’s professional certifications include: ITIL Service Manager, PMI Project Manager, ISO/IEC 20000 Auditor and other technical certifications.
Paul specializes in leading consultant teams that implement organizational improvements within IT organizations. He believes that effective organizational changes happen when external consultants work shoulder to shoulder with their clients.
Paul has consulted for and trained IT managers and professionals regionally in Singapore, Malaysia, India, Hong Kong, UAE and Brunei. His clients are from diverse industries such as healthcare, financial, manufacturing, IT, transportation, oil & gas, government, real estate, logistics, and telecommunications.
Paul has more than 10 years of experience in the IT industry, in both technical and non-technical capacities. He has enjoyed himself in a diversity of roles: customer support engineer, service desk engineer, Unix specialist, internal/external IT Service Management consultant, project/programme manager and country manager.
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 Arno LjmkerPartner & COO
Quint Wellington Redwood
Arno Ljmker has a background in banking and insurance and joined Quint Wellington Redwood Netherlands as a senior consultant in 1999. Today he is a partner of the Quint Wellington Redwood Group and responsible for its worldwide practice on (out)sourcing. He has written many articles on sourcing and is an esteemed speaker on outsourcing conferences world-wide. He’s member of the board of the European Outsourcing Association (EOA) and of the European Board of the International Association of Outsourcing Professionals (IAOP).
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 Vinay JainRegional Problem Manager, Asia
Thomson Reuters
Vinay Jain is a certified ITIL Service Manager and has been in the IT field for over 12 years, of which the last 8 years he has been with Thomson Reuters in Singapore, Mumbai and Sydney. He is currently managing the Regional Problem Management function for Asia within Technology Operations. The infrastructure covers over 15 Data Centers across Asia with a total of over 10,000 + system & network components.
Vinay has sound knowledge of ITIL Processes with focus on implementing processes for IT Service and Infrastructure Management. He has been pivotal in instituting service support best practices and facilitating their acceptance by the employees/staff across hierarchical levels. The major tasks undertaken by him in Thomson Reuters included playing an instrumental role in setting up a service desk for South Asia based in Mumbai and also in instituting service support best practices with the Regional customer support operations ran out of Sydney.
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 Laura Jeanne KnappSWG Service Management Specialist
IBM
Laura joined IBM in 1985 as a field Communication Specialist focusing on LAN technologies.
She was influential in the international rollout of the original Token-Ring products focusing on detailed technical support and education for both customers and internal IBM field forces.
In 1990 she moved into a development role focusing on IBM's product movement into new
environments including work on Client/Server Computing, Network Computing, and the
Internet. Laura provides technical support for customers and IBM field personnel, speaks to
IBM User Groups and International trade shows, and provides press support through briefings and technical assistance.
In 1999 Laura moved to focus on systems management and security technologies focusing on the impact of the exploding Internet and Intranet worlds that have changed both business and home environments. As a techical evangelist she continues to build on her expertise
in networking, performance monitoring, security and service management Her experience expanded with new roles in product management and development. She is recognized on a
worldwide basis for her practicle knowlede of hackers and security, service management,
and IP management and networking issues facing businesses today.
This experience provided her a solid base of skills in the communication arena that she will share with you today.
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 Sandeep KheraChief Operating Officer, Information Technology Asiapac
Credit Suisse
Sandeep Khera is the Chief Operating Officer, Information Technology Asiapac at Credit Suisse.
Sandeep brings more than 20 years of experience in IT. He has worked for several multi national firms in New Zealand, India and Singapore e.g. Ernst & Young, Deloitte's, Standard Chartered and Citicorp. As a part of his consulting career, he has advised several organisations in terms of defining their IT Strategy, outsourcing road map and governance model. He has been regular writer/contributor to various journals in New Zealand on subjects like outsourcing, business continuity planning etc.
Sandeep has been involved in set up of the Outsourcing Services Desk for Credit Suisse IT. This desk helps the IT clients to outsource the functions effectively working with Outsourcing vendors.
Also, Sandeep was involved in setting up a Shared Services Centre in Asia in partnership with an outsourcing vendor. For this initiative Credit Suisse, won the special Jury' award for Business Excellence ‘07 at Forbes Wipro innovation conference in November 2007. The Applied Innovation Award for Business Excellence recognizes organizations that have innovated collaboratively with a sourcing partner through co-innovation, or Global sourcing. This award is conferred to organizations that have successfully taken their breakthrough idea from concept to reality and have results to show for their efforts.
Sandeep is a New Zealand citizen and possesses a Master's Degree in Technology from leading Indian Institute of Technology. He is currently based in Singapore.
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 Satish KumarFounder, Chairman & CEO
GLOPORE IMS, India
Satish Kumar is the Founder, Chairman and CEO of GLOPORE IMS. Satish brings a successful 14 years of professional experience that spans North America, Europe and the Indian sub-continent. He is responsible for the company's vision, strategy and building the global leadership team.
Prior to setting up GLOPORE IMS, Satish was with Novell Inc., (NASDAQ: NOVL) at its corporate headquarters in Waltham, MA USA. His dedication and commitment won him the Novell ONE Award. Satish started his career in Bangalore, INDIA where he worked with various reputed MNCs. Some of his significant achievements include his involvement in the development of OS/2 Toolkit for IBM; building Lotus Notes Gateways to customers in Germany and managing on-shore and off-shore project teams for Compaq as part of BFL Software. In 1997, Satish was hired by Cambridge Technology Partners (NASDAQ: CATP) a global IT Consulting firm with over US$650M in revenue and 5500+ employees. Satish has a strong technology background and several certifications including ITIL® , Siebel, Novell and Microsoft. In August 2006, itSMF certifies (Certificate No: 519) Satish as ISO/IEC 20000 Auditor.
Satish holds an MBA in Global Management from Babson College, USA and Master of Science in Computer Science from Kennedy-Western University, USA, Master’s Diploma in Computerized Software Applications from Datapro Information Technology, INDIA, Bachelors of Science from Kuvempu University, INDIA and has done several courses including Entrepreneurial Strategies for Innovation and Growth - Corporate Entrepreneurship from Babson Executive Education, USA.
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 Vinod Kumar
Founding Member and Head – Consulting and Training Services
GLOPORE IMS, India
Vinod Kumar Agrasala is Founding Member and Head of Professional Services at GLOPORE IMS. He has over 11 years of IT experience of which, last 4-5 years have been in delivering Professional Services in the area of IT Service Management - ITIL®, BS 15000, ISO/IEC 20000, Information Security, IT operational and process improvement.
Vinod is one of the first few ITIL Service Manager certified professionals in India. He has delivered various ITSM related consultancy and trainings to global organizations in the US, Middle East, India, Singapore and Japan. Being one of the very few ISEB accredited ITIL® trainers in India, Vinod has provided numerous training workshops in ITIL® - both at Foundation as well as Service Manager levels. He also comes with strong background in other global frameworks in Information Security (ISO 27001/BS 7799), Six Sigma and IT Governance.
Prior to joining GLOPORE IMS, Vinod has worked with global IT Service organizations like IBM Global Services, Wipro Technologies, QAI and Microland. Moving from a strong IT operations and management background to Professional Services has helped him to have strong skills in adopting the global framework and adapting them to suit organization requirements.
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 Eric LauzonChief Information Officer
Nortel Asia
Eric Lauzon was appointed chief information officer of Asia, Nortel, in August 2006. In his role, he has full responsibility for driving IT Solutions across the Asia region supporting more than 4,000 Nortel employees as well as thousands of Nortel partners and suppliers in the region.
During his 20 years with Nortel, Eric has held several leadership positions in Canada, UK, China, and Singapore. Prior to his current assignment, he spent four years in China as the Beijing R&D leader for Next Generation Networks where he led a large team of software engineers involved in various VoIP and multimedia product developments. Eric was instrumental in supporting the deployment of Nortel VoIP solutions across Asia during those four years.
Eric holds a Bachelor of Computer Science degree from the University of Montreal and holds three patents.
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 Chong Leong LeeRegional MIS Manager
Schneider Electric
For almost 9 years with Schneider Electric Company, Lee Chong Leong has wide-ranging experience in helping the company’s progress with IT. He is involved with ATM high-tech Crane Automation system and was IT leader for Singapore Commercial and Distribution Sales entity. Early 1999, he embarked on successful deployment of Frame Relay WAN Network and Lotus Notes Groupware within 13 countries of Asia Pacific.
Today, Lee leads as Regional MIS Manager of the company, continuing his effort in aligning ITIL to company’s business requirements, enhancing processes with 6 Sigma, instilling coaching concepts in building a strong IT team, participating to company’s worldwide Globalization effort towards one SAP instance by 2008.
Currently, he leads company’s new business program “new2”, it’s intention is to drive growth, efficiency and people priorities within SEA zone companies.
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 David Llewellyn JonesSenior Consultant
Lucit IT
With 19 years experience in IT, David has learnt best practice the hard way (from the bottom up) covering both the private and public sectors designing and delivering customer focused IT Services to clients of significant sized organisations; a strong focus on Quality across the whole spectrum of ICT management, project development and customer services provision has blended a visionary approach with pragmatism.
David has had a variety of senior management roles in IT departments in companies in Europe, always with a keen focus on Service Management with sector experience includes engineering, central government, outsourcing, financial, telecommunications and education.
With extensive track record success demonstrated both in strategy development and managing customer focused IT Services functions, David’s expertise centres around achieving real business benefits by applying effective IT management practices, organisational improvement and the pragmatic application of technologies.
Now, as an IT Service Management consultant and trainer, with Lucid IT, he is currently helping organisations to set up and improve processes such as Incident, Problem, Change, Release, Configuration and Service Level Management, in their IT Departments.
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 Eric LungSenior Manager – Systems Development & Support, Operations Development & Technology
Hongkong International Terminals
Honorary Treasurer
itSMF Hong Kong
Eric is currently leading the Systems Development & Support Section of the Operations Development & Technology Department in Hongkong International Terminals (HIT), a member of Hutchison Port Holdings (HPH) Group, the world’s leading port developer and operator. He is responsible for the development and support of IT systems for both HIT and other HPH ports.
With over 20 years of IT experiences, Eric has held a number of different roles including project management, data centre management, application system development, as well as deployment of large scale IT systems for global companies.
Being a member of the Hong Kong Computer Society (HKCS) for more than 10 years, Eric has taken up the Chairperson role of the E-Business Special Interest Division of HKCS in 2007, actively promoting IT to the business community.
Eric is Honorary Treasurer of Hong Kong Chapter of the IT Service Management Forum (itSMF). He assumed this position since the formation of the Chapter in January 2005. He had played an active role during the formation of the Chapter within the whole year of 2004 and is one of the founding members of the Chapter.
Eric graduated from Chinese University of Hong Kong with Bachelor of Science (Hons) degree in Computer Science. Apart from being a member of HKCS and itSMF Hong Kong Chapter, he is also a member of the Project Management Institute (PMI), and holding the qualification of Project Management Professional (PMP).
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 Ivor MacfarlaneCo-author
ITIL® V3 Service Transition
Consultant, Global Technology Services
IBM, UK
Ivor has been involved with IT Service Management Best Practice since 1989, and is a major contributor to relevant publications. His authoring credits include ITIL books, versions 1, 2 and 3, ISO/IEC 20000, the itSMF UK’s pocketbook and dictionary and the ITSM library.
He has been actively involved with itSMF since 1994 and is currently the chair of the itSMF’s international Publications Executive Sub-Committee (IPESC).
Ivor is an IT Service Management Consultant and Trainer, having delivering training and seminars in every continent (except Antarctica), spoken for itSMF in 28 countries to date and delivered consultancy assignments in Europe, USA and New Zealand. He joined IBM in June 2007 and continues to contribute to best practice development, write and talk about IT Service management and work with IBM’s customers to help them improve their services.
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 Sunil MehtaBoard Member & Director
itSMF India
Sunil Mehta undertook his Graduate degree in Computer Science at the Delhi India. He has also pursed his MBA specializing in Marketing and Sales. He has also undertaken specialization courses in Operations Management and Organizational Change Management.
Sunil has been in the education and IT industry since 1990, holding numerous positions as a tutor and lecturer, Education R & D Manager, Project Manager, Business Development and Management. Sunil has over 16 years experience in educating (being EXIN/ISEB certified) and implementing ITIL processes with companies in the IT Services, Application Development and Maintenance, insurance, manufacturing, finance, IT and telecommunications. His current role is to champion regionally the development and adoption of ISO20000 as a standard quality practice based on ITIL – ITSM.
Sunil was instrumental in starting the consulting operations of Quint Wellington Redwood in India after moving from Hewlett Packard in 2004. His project experience enhanced the development of ITIL educational programs and campaigns to enhance management of change within ITIL implementation projects. His other work organization includes Microland and NIIT.
Sunil has grown the operations of India from its single office in Bangalore to four offices across India and will be establishing extension offices in the ASEAN region soon. He has been instrumental in establishing Quint Wellington Redwood India as a leading provider for ITIL based training and consulting leading to BS15000/ISO 20000 compliance.
Sunil is a board member on the itSMF India Chapter and is driving this initiative aggressive to help the organizations to get the benefits of effective IT Service Management. Sunil has been a regular member of MSDP (Management Skill Development program) and has been a front runner in implementing Quality initiative programs like TQM, QES and PQI by Phil Crosby.
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 Peter MiaoHead of IT
Hong Kong Housing Society
Peter is the Head of IT of Hong Kong Housing Society and has been working in this capacity for 16 years. As the key person to spearhead the IT directions, Peter revamped its computer systems from proprietary mainframe systems to the “OPEN” platform, strived to enhance the business efficiency and agility through the use of new technologies such as Workflow Engine and Rule Engine for streamlining HS’ business processes, Service Oriented Architecture (SOA) for system developments, Identity and Access Management (IAM) for user account maintenance, and IP Telephony for cost reduction and unified communication.
On the IT governance, Peter also introduced IT best practices into Housing Society such as Capability Maturity Model (CMM) for system development and maintenance, Project Management Office (PMO) for IT project monitoring and ISO20000 for IT service management (ITSM).
Prior to joining Housing Society, Peter was working in various IT positions for 10 years. Peter obtained his joint honor degree in Mathematics and Computer Science at University of Kent (UK) and Diploma in Management Studies at HKMA. He is also a Certified Information System Auditor (CISA) and a qualified ITIL Manager.
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Gonzague Patinier
Marketing Director
itSMF Thailand
Mr. Gonzague PATINIER has over 14 years of experience as architect, team leader, consultant and technical levels in Information Technology by providing consultancy and training on Service Management (Service Support, Service Delivery, Infrastructure, System, network and Security solutions).
Responsible for providing solutions to resolve business and technologies gaps in services management and enterprise management (comprising of network, systems, application and database management solutions). He headed many key projects in ASEAN, covering from assessment, solution architecture design to implementation in a variety of industries and government sectors.
He practices ITSM best practice starting in late 90’s and been involved heavily in ITIL since 2000 while working as CTO for AspOne. He earned the ITIL Service Manager certificate and acted as the key ITSM consultant with CA to help customers in the ITSM improvement journey with expert advice and practically in implementing ITSM Best Practices for CA customers, using CA Solutions.
He recently joined ITPreneurs as Regional Business Manager to grow their IT Best Practices education and consulting business in ASEAN and Oceania.
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 Dorai SinnaManaging Director
MFQ Asia
Treasurer
itSMF Malaysia
Mr. Dorai Sinna holds a B.Sc. in Biochemistry from University Of Malaya, and a M.Sc. from the Loughborough University of Technology in Medicinal Chemistry. Further to these, he holds a series of professional qualifications: Associate Chartered Insurance Institute (ACII, UK) and Associate Malaysian Insurance Institute (AMII, Malaysia); Certified Quality Auditor, (CQA, American Society for Quality, US); Certified Lead Auditor, (International Register of Certificated Auditors, UK); Certified Commercial Security Professional from International Federation of Protection Officers (IFPO, US) and a Postgraduate Diploma in Security Management (SITO, UK).
He is a member of several International Professional Bodies and some of which are: Associate of Malaysian Institute of Management; Associate of Malaysian Institute of Human Resource Management; Associate of American Society for Quality; Associate of Institute for Quality Malaysia. He is a council member of the Malaysian Register of Certified Auditors (MRCA) and the Protem Committee Member of ITSMf Malaysian Chapter.
He started out his career as a lecturer in Institute of Technology, MARA, Shah Alam and rose to the position of Program Coordinator of the School of Preparatory Studies. He left the academic world and joined a large consultancy firm as a consultant in Change Management. He then moved on and set up his consultancy company.
As the Principal Consultant of one of the companies in the Group i.e. mfQ Asia. He does a fair amount of training, consultancy and assessment / audit services in the field of quality. Some of the his areas of expertise are CMM®, CMMISM, ISO 20000, ISO 9000, ISO 17025, ISO 17799, ISO 16949, ISO 14000, QS9000, OHSAS 18000, HACCP, TQM, QIT, BPR, Project Management and Six Sigma.
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 Tricia OlsenCEO & Founder
International Customer Service Professionals (ICSP) Australia
Tricia Olsen, CEO and Founder, ICSP, is a role model to Australian businesses, she offers a passion and energy drive for Customer Service that is exemplary to none. Her amazing wealth of knowledge and expertise in International Service Excellence is undoubtedly experienced in her highly inspirational Key Note Presentations. Tricia has a well-earned reputation throughout the Service Industry with now having delivered Customer Service Programs to over 20,000 delegates internationally. Tricia surrounds herself with an optimistic and highly motivated team of Service Professionals.
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 Harold PetersenPrinciple Consultant and Director
Lucit IT
Harold has more than 20 years industry experience, specialising in areas of IT Service Management, Project Management, IT Governance, Outsourcing Management and Organisational Change. He has lived and worked in Asia Pacific, Australia, New Zealand, Europe and Africa and supported customers in almost every vertical sector, including Finance, Education, Government, ICT and Energy.
Harold has had significant experience in all aspects of managing an IT organisation, including Operational responsibility for IT Service Delivery, IT Service Support, System Operations, Project Management, Service Level Management, Outsourcing Management (as a customer) and Service Management (as an outsourcer).
In his current role as Asia Branch Manager and Principal Consultant for Lucid IT, Harold leads organisational change and process improvement projects within IT Organisations within the Asia Pacific region. He combines his ITIL and Prince2 expertise with his extensive practical experience in IT Service Delivery, Project Management and Outsourcing Management across a variety of assignments within the IT Management industry. His ITIL and Prince2 implementation projects are characterised by the achievement of real and measurable results, including: Return On Investment and operational cost savings, Improved IT Governance and management control, Service Level Improvements, Customer satisfaction, IT employee satisfaction.
Harold is a master of Electrical Engineering, holds certificates in ITIL (Service Manager, 1994), COBIT and Prince2 (Practitioner 1997) and has been a trainer and implementer since 1994. He is a regular speaker at events such as itSMF, ISACA, PMOZ, SPUSC and has written a number of whitepapers. He is married, has two daughters and lives in Singapore.
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 Sornkawee PurancachotiCTO & SVP, IT Division
Stock Exchange of Thailand
Mr. Sornkawee Puranachoti completed his Bachelors Degree in Economics at Kasetsart University, and his Masters Degree in Computer Information System at the Assumption University. His career in the information technology area of the financial industry began in 1987 when he joined the IT Department as supervisor of Securities One Limited (S-ONE) that’s major Broker players in the market, as long as positions to Executive Director of Securities One (now KGI ), Deputy Managing Director for Trinity Information and Managing Director for IT at TISCO.
At present, he is a Senior Vice President in the IT Division of the Stock Exchange of Thailand (SET), as well as the Chief Technology Officer (CTO). He is also the Project Sponsor of the SET ITSM Project and has worked hard to ensure that efficient and reliable IT services are consistently provided to the Thai capital market community.
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 Lance StanfordPresident
itSMF Thailand
Lance Stanford is the Chairman of the itSMF Thailand Association and was previously the President of TCC Technology Company Ltd., a Datacenter hosting service provider, and the Chief Information Officer of Berli Jucker Public Company Ltd., a large wholesaler/manufacturer until his retirement in 2007. Lance’s previous experience includes some 10 years of management consulting with PricewaterhouseCoopers in Thailand and over 25 years in managing IT operations in the oil and gas industry in Western Canada. Lance currently acts in an IT advisory capacity to the TCC Group of companies and is a member of the ICT committees of both the American Chamber of Commerce in Thailand (AMCHAM) and the Joint Foreign Chambers of Commerce in Thailand (JFCCT).
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 Robert E. StroudAudit, Compliance & Standards + Treasurer
itSMF International Executive Board
Robert Stroud holds the positions of Vice President and is the IT Service Management and Governance Evangelist at CA, Inc, is a International vice president of ISACA and the IT Governance Institute (ITGI), Board Member of the itSMF USA and the chair of ITGI’s COBIT Steering Committee and is part of the itSMF USA Board of Directors and the itSMF International Executive Board.
A 26-year IT veteran, Robert has significant practical industry experience and is a recognized industry speaker and leader. In addition to his involvement at ISACA, and ITGI, Stroud serves on the USA itSMF Board of Directors. He has contributed to several major titles on ITIL and COBIT and was a member of the ITIL refresh process in the roles of mentor, reviewer and on the Advisory Group.
Robert spent over 15 years in the Banking industry successfully managing multiple initiatives in both the IT and retail banking sectors related to ITSM and process governance. He is also a mentor to many organizations, advising them on their implementations to ensure they drive maximum business value throughout the process.
Robert joined CA from the Australian Computer Security Company, Cybec where he held several management positions and was responsible for the company's successful global expansion, culminating in its successful entry into the North American market.
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 Sum Tet Syn Susan
Vice President, Quality & Service Management, Group Operations & Technology
OCBC Bank, Singapore
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 Sharon TaylorChief Architect
ITIL Refresh
Chair + Governance, Policy & Accountability
itSMF International Executive Board, Canada
Sharon Taylor, President of the Aspect Group is a well known and respected figure within today’s IT Service Management community.
As the Chief Architect and Examiner for ITIL®, the world leading IT Service Management best practices, Sharon is the author of numerous ITSM books and regular columnist for a variety of global IT management publications.
Sharon is the Chair of the itSMF International, responsible for ensuring global growth and governance of ITSMF in over 40 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. Her contributions to the community and to best practice are based upon extensive professional experience in the industry. After many years as an active ITSM professional within Canada, she is currently President of Aspect Group Inc, leading AGI’s consultancy, training and ITSM practice, working with clients throughout North America, Asia and Europe. As a long time CEO, Sharon brings a business background and focus to IT service management and has used her business experience in influencing the future directions of the IT service management industry.
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 Dr. Shuji TomitaChairman
itSMF Japan
Auditor
NTT Communications, Japan
Dr. Shuji Tomita has been Chairman of itSMF Japan since its foundation in 2003 with other active directors of itSMF Japan.
He has been CEO and President of Nippon Information and Communications, NI and C since 2004, founded by NTT and IBM Japan.
He had managed NTT Communications’ international business, especially IP based networking, DC and hosting service and various valued added networking service as Senior Executive Vice President.
He experienced managing various companies in which NTT Communications invested as a board of Director in addition to NTT Europe as Managing Director. He started Arcstar IP-VPN service with various hosting service for NTT Communication in Europe linking Asia and United States.
He had also served for the international standardization activities for Data Communications Networks at ITU representing Japan and NTT for twenty years.
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 Rainier VergaraFounding Director
itSMF Philippines
Rainier A. Vergara is a Senior Security Analyst at Lawson Philippine Solutions and Services Center (PSSC). Under this capacity, he is responsible on overseeing the center’s information security program and coordinating the assessment of its IT service management processes based on the ITIL framework.
Prior joining Lawson PSSC, he served as IT Consultant and ISMS Practice Lead at ECC International (ECCI), a leading IT process improvement and quality management consulting firm, in the Southeast Asian region, where he was involved in implementing IT frameworks and standards such as BS 7799/ISO 27001, Capability Maturity Model Integration (CMMI), IT Infrastructure Library (ITIL) and BS 15000 (now ISO 20000).
During his stint at ECCI, he led the ISMS team that successfully assisted Cyber City Teleservices, the first call center and company in the Philippines to achieve the ISO 27001 ISMS certification (on a non-transition approach) in April 2006.
He also passed the Certified Information Systems Auditor (CISA) exam administered by ISACA last December 2007.
At present, he is serving as one the founding directors of the steering committee of IT Service Management Forum (itSMF) Philippines.
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 Charles FanBest Sourcing Chapter Chair
Singapore infocomm Technology Federation
Chief Executive Officer
OPUS IT Services Pte Ltd
Charles Fan is currently the CEO for OPUS IT Services Pte Ltd. OPUS has 600+ staff and its core competency is in IT infrastructure services and systems integration projects. Prior to joining OPUS, Charles spent 23 years with Hewlett Packard and his last held position was Vice President for HP Global Services (IT Operations) with worldwide responsibility in managing HP’s outsourcing customers’ IT infrastructure.
In his spare time, Charles is involved in some social work and for recreation he enjoys deep sea fishing, cooking and a good round of casual golf. Charles is also interested in Traditional Chinese Medicine and practices Qigong. He is married and has a 15 year old daughter.
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Co-author
ITIL® V3 Service Operations
David is one of the world’s leading authorities on IT Service Management. He worked for the UK Government and was author of many of the original ITIL books. He was founder Secretary of the itSMF and Founder-Chairman of itSMF International and is now Honorary Vice-President. He is the ISEB’s Chief Service Management Examiner.
More importantly, David has had extensive experience over more than 30 years of planning and implementing IT Service Management for a wide range of organisations in all market sectors. He is possibly the world’s most experienced ITIL trainer, and has lectured extensively on this subject in more than 50 countries. He is the joint architect of HP’s global ITSM Assessment Service and the Customer-One service and has delivered more that 30 such assessments worldwide.
David is joint author (with HP colleague David Cannon) of the ITIL v3 Service Operation Book, and is a member of the APM Group senior examiners panel.
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Co-author & illustrator
ITSM from Hell
Paul has been working in the IT Industry for more than 25 years fulfilling a wide variety of roles from Computer Operator, to Systems manager to IT Services manager. Paul has been actively involved in ITSM for more than 15 years as both an Senior consultant, Service development manager and as ITIL developer. He was a project team leader for the original BITE (Business IT Excellence) ITIL process-modeling initiative instigated by the CCTA (now known as the OGC). Paul was co-author of the ITIL publication "Planning to Implement IT Service Management" and has been a quality reviewer on a number of ITIL publications. He was a member of the ITIL advisory group for ITIL Version 3. Paul is also co-director and owner of GamingWorks, the company that developed the internationally renowned 'Apollo 13 - an ITSM case experience' ITIL simulation game. He was also co-author and cartoonist for the itSMF 'Worst practice' publication "IT Service management from Hell".
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Head of Service Management, Information Technology
IDEA Cellular
Gerald Wilson P, is currently the Head of Service Level Management function in IDEA Cellular Limited, India. His responsibilities include formation of service levels and agreements, compliance reporting and service improvements. He is also responsible to ensure that the service providers' comply to the ITIL framework to deliver the IT services to the organisation.
Previously he has worked with BPL Communications and Air India Ltd. He has completed his Master of Computer Applications from Bharathiar University, Coimbatore, Tamil Nadu, India.
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 Othman ZailaniRegional Change Manager, Asia
Thomson Reuters
Othman is the Change Management Process Champion for Asia. He has been working with Thomson Reuters (then Reuters) for 20 years. He has a vast experience ranging from Field Services, Project
Planning & Management, First Level Operation and Change Management since 2005. And these has certainly attributes and given him a holistic view on Change Management and linking up with other Service Management disciplines. Under his leadership and guidance, Thomson Reuters Change Management in Asia has reached a professional level of competency.
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