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ATO Representative Election Results
Following the nomination and election process conducted by all Examination Institutes, the following representatives have been elected to join the ATO panel participating in the ITIL V3 Foundation and Bridge Certificate syllabus review process:
Europe (3 candidates)
Åke Djerf, BiTA
Åke Djärf has been working within the IT Service Management area since 2002. As a consultant, Åke works with implementation projects and methods for implementing and making IT deliveries more efficient, both for the relationship between the business and IT and for the internal efficiency of the IT department. One of Åke's strengths when it comes to ITSM is that he can identify needs and transfer knowledge in a pedagogic and structured way, he also sees and communicates "the whole picture". Åke has extensive experience as a project manager, responsible for both system development projects and IT Service Management implementation projects.
Ole Westergaard, Westergaard Management
Ole Westergaard is the founder of Westergaard Management Denmark (consisting of Westergaard CSM and Service & Support Forum) and Westergaard CSM Sweden. The companies cover IT Service Management in all aspects: consultancy, education, tooling, membership, networking etc. They have been in the market since 1998 and represent the highest competence and experience in the geographic area. ITIL has been on the agenda from the very beginning and became the prime focus from 2002. Today Westergaard is the biggest provider of ITIL courses on the Danish market, covering all levels and all certificates.
Trevor Murray, The Greymatters
America (3 candidates)
Donna Knapp, ITSM Academy
Donna Knapp has over twenty five years experience in the Information Technology industry working as a practitioner, consultant and trainer. She is a currently working with ITSM Academy as Curriculum Development Manager, developing course materials and training programs. Donna holds the ITIL Expert and ITIL Practitioner certifications: Support and Restore (IPSR), Agree and Define (IPAD), Plan and Improve (IPPI) and Release and Control (IPRC). She also holds the ISO/IEC 20000 Foundation and Consultants certifications. She has developed a number of highly successful seminars including "Building a Service Desk Using ITIL Best Practices" and "Achieving High Customer Satisfaction: Customer Service Skills for Service Desk Professionals." She is the author of two college textbooks, "A Guide to Help Desk Concepts, Second Edition," and "A Guide to Customer Service Skills for Help Desk Professionals, Second Edition."
Cesar Monteiro, IT Partners
Cesar Augusto Monteiro is CEO of IT Partners Consulting he has been Project Manager of ITSM projects since 1998. Cesar was itSMF Brazilian chapter co-founder in 2002, and member of the council in the running period. He is ITIL Manager V2 and ITIL Instructor since 2003 having taught more than 120 classes. Cesar graduated in Business Administration with degree in ITSM and is MBA teacher in ITSM since 2007.
Mimi Struck, Multithreads
Dr. Mildred H. Struck has over 27 years of experience in IT. She earned her Manager's Certificate in IT Service Management in 2004 and her ISO 20000 Consultant certification in the spring of 2006. Since establishing Multithreads in October 2005, Mimi has been developing and teaching both ITIL Foundations and IT Service Management classes, and consulting with IT organizations on ITIL implementations. She also teaches for two New England universities in MBA and Master of Technology in Education programs. Multithreads LLC is accredited by EXIN and ISEB.
Asia (3 candidates)
Padmini Ramamuthy, Satyam Computer Services Ltd
Padmini Ramamurthy is a Consultant with Satyam computer Services Ltd. with 9 years of experience in the IT industry. Padmini has been consulting on processes for various initiatives, notably the ISO 20000 certification and ITIL implementations. She has developed processes for the requirement of ISO 20000 standards for clients and done comparative studies on tools in ITIL deployments. She has enabled clients in their process improvement initiatives through ITSM assessments including assessing organizational change readiness. Padmini has lead the development of the courseware for the ITIL Foundation training (V2 and V3). She is one of the accredited trainers of ITIL Foundation course. She has conducted several ITIL V2 and V3 training programs. She has also conducted induction training programs on subjects such as ITIL/ISO20000 awareness, ITIL V3 and V2 awareness. Padmini has also participated as a reviewer during the ITIL refresh program contributing to the review of the Service Operations book of ITIL V3.
Lui Yizhou, SinoServiceOne
Yizhou Liu (Davee) has been dedicated to ITSM and ITIL research and practice in China ITSM community since 2003. As one of the trailblazers in ITIL/ITSM field in China he has written and published two books in the ITSM field which are now popular with Chinese ITIL readers. Davee also translated "IT Service Management: an introduction based on ITIL" and this book has been published by TUP. He has fruitful experience in ITIL training and consulting for Chinese clients, especially in Finance and Telecommunication industries. Davee is ITIL V3 and V2 Approved trainer, PRINCE2 Approved trainer. He holds ITIL Foundation, ITIL V2 Service Manager and V3 Managers Bridge certificates. Davee also has extensive multi ITSM and data centre projects experience.
Prakash Sharma, QAI
Prakash Sharma is Head and Principal Consultant in the IT Service Management Practice at QAI Asia. He has over fifteen years of experience in IT Service Management in operation, advisory, consulting and trainer roles. Prakash holds Manager's Certificate in ITSM and ITIL V3 Managers Bridge. He holds MBA and Engineering degrees from India's premier institutions, IIT Delhi and Delhi College of Engineering respectively. Prakash successfully managed the project for courseware development and accreditation for QAI's ITIL V3 Foundation course and ITIL Manager's Bridge. He has conducted over 30 ITIL V3 courses. Before the launch of ITIL V3 Prakash worked extensively on consulting and training QAI's clients based on ITIL V2. He was responsible for the successful launch of ITIL V2 Service Manager Course in India in 2005 and since then has conducted over 10 batches of the course as the first tutor.
Australia (2 candidates)
Claire Engle, The Art of Service Pty Ltd
Claire Engle has worked within education for the last ten years and has developed a highly regarded reputation as a quality learning facilitator and content developer. With a proven history of program design and development, in a range of environments e.g. classroom based, vocational based, e-learning programs and toolkits etc, Claire has been working for The Art of Service for the last 18 months in the role of Product Manager for Learning & Development. Claire is also an accredited ITIL Trainer. In her role as Product Manager, Claire has managed the development and accreditation of all ITIL V2 and V3 programs, as well as the new ISO / IEC 20000 qualification scheme. This development also includes the bi-annual reviews of all courseware and product materials, incorporating feedback from students, training partners, trainers and content developers worldwide.
Adam McMahon, Help Desk Association Australasia (HDAA)
Adam McMahon has been General Manager of Help Desk Association Australia (HDAA) since July 2001. HDAA is an industry body delivering products and services to improve IT Support excellence. HDAA is the Country partner of HDI-USA, the largest professional association on the planet for IT support professionals. HDAA provides membership, training and consultation services to over 750 Government and Corporate members. In his role of HDAA General Manager Adam oversees brand development, web site development, e-commerce programs, and provides strategic consulting including ITIL framework implementations, process design and workflow improvement.
Africa (1 candidate)
Nicola Reeves, Hewlett Packard
Nicola is a service management consultant with ten years' experience in ITSM, working with customers in more than 20 countries.Accredited with ISEB and the itSMF, Nicola is also an examiner for EXIN and has recently joined the APMG ITIL V3 examiner panel.Nicola is a lead developer of HP's service management portfolio and works as a business developer for HP's Middle East, Mediterranean and Africa region.
This ATO panel has elected 5 individuals from their working party - Trevor Murray for Europe, Donna Knapp for Americas, Claire Angle for Australia, Nicola Reeves for Africa and Lui Yizhou (Davee) for Asia - to attend all meetings of the Syllabus Advisory Board, bringing the view and feedback from the full ATO panel, and the first physical meeting of Syllabus Advisory Board members has taken place on 21-23 October 2008 in Heathrow, London.
