Clare is a commercially minded change manager with over 19 years experience and expertise within Service Management both in the Public and Private sectors. Main areas of focus apart from owning the Change Process are evaluation, selection, implementation and daily management of ITIL-supporting Service Management Tools. Implementation of new Service Management processes including Configuration and Release Management. Demonstrating improvement in process efficiency and cost savings through a cycle of continual improvement. Negotiating, monitoring and reporting on Service Level Agreements. Management of IT support teams, developing capabilities to allow for successful career progressions, through appraisals and coaching.

Dave is the founder and chief scientific officer of Cognitive Edge. His work is international in nature and covers government and industry looking at complex issues relating to strategy, organisational decision making and decision making. He has pioneered a science based approach to organisations drawing on anthropology, neuroscience and complex adaptive systems theory. He is a popular and passionate keynote speaker on a range of subjects, and is well known for his pragmatic cynicism and iconoclastic style.

He holds visiting Chairs at the Universities of Pretoria and Hong Kong Polytechnic University as well as a visiting fellowship at the University of Warwick. He is a senior fellow at the Institute of Defense and Strategic Studies at Nanyang University and the Civil Service College in Singapore. His paper with Boone on Leadership was the cover article for the Harvard Business Review in November 2007 and also won the Academy of Management award for the best practitioner paper in the same year.

He previously worked for IBM where he was a Director of the Institution for Knowledge Management and founded the Cynefin Centre for Organisational Complexity; during that period he was selected by IBM as one of six “on-demand” thinkers for a world wide advertising campaign. Prior to that he worked in a range of strategic and management roles in the service sector.

Greg Otsa is an experienced DevOps and Service Management 'culture connector' with a deep technical background, having previously worked as a system administrator and a service manager.

He has years of experience working cross-organization and cross-countries as a process manager in Telia (a large telecom) in the Nordics and Baltics, and previously in Eesti Energia, the national electicity grid company.

He is currently resposible for the DevOps implementation initiative in Telia Estonia, mostly focusing on the organizational culture side of things. He was closely involved in implementing Service Management capabilities in Telia Estonia and is the Estonian representative in the cross-country initiative contributing to all Telia subsidiaries in this domain. His other responsibilities include the management of the IT infrastructure cost model, planning for disaster recovery tests, ownership of Telia Estonia's technical service catalogue, and acting as a manager for Service Level, Service Catalogue, Configuration, and Capacity management processes.

Jon Terry is co-founder and co-CEO LeanKit. Before LeanKit, Jon held a number of senior IT positions with hospital-giant HCA and its logistics subsidiary, HealthTrust Purchasing Group. He was among those responsible for launching HCA’s adoption of Lean/Agile methods.

Jon earned his Global Executive MBA from Georgetown University and ESADE Business School in Barcelona, Spain, and his Masters Certificate in Project Management from George Washington University. He is a Project Management Professional, a Certified Scrum Master, a Kanban Coaching Professional, is certified in the Lean Construction Institute’s Last Planner Method, and trained in the SAFe Lean Systems Engineering method.

From a technical background in end user infrastructure, Julia has built a career specialising in IT Service Management, Service Improvement and Product Management.

Her reputation is for building strong, collaborative relationships across teams to 'un-stick' stalled work or failing processes. This mostly happens through a combination of analytical problem-solving (read: asking "why" a lot), transparency, and ruthless prioritisation against objectives.

Julia is qualified and experienced in IT Service Management (ITIL Expert), project management (PRINCE2 Practitioner and Certified Scrummaster) and product management (Certified Scrum Product Owner).

Kaimar is an experienced ITSM practitioner who comes from a mixed background of Customer Support, Software Development and Project Management. He has worked with several high-profile international companies on their process improvement initiatives and over the years trained a considerable number of Estonian ITSM professionals.

In 2014 he joined AXELOS to oversee the product strategy and development initiatives for ITIL, PRINCE2, and the rest of the PPM portfolio. In 2016, he led the authorship of latest ITIL book, ITIL Practitioner, and in 2017 the publication of the new version of PRINCE2

Kaimar has been re-elected as a board member at itSMF Estonia for 8 consecutive years and five years ago, he was elected Chapter President. Here he is responsible for organising the annual conference, which has grown each year and has attracted an incredible list of speakers from all corners of the world.

Simon Wardley is a researcher for Leading Edge Forum (LEF), a global research and advisory programme dedicated to helping large organisations reimagine their structure and leadership for a tech-driven future. Simon’s focus is on strategic play, both at an industrial and global level. He is the author of multiple reports, a pioneer in the use of topographical intelligence within business, a former executive and an advisory board member for several successful start-ups.

He's also the person behing Wardley Maps, helping clients anticipate market and ecosystem developments.

As a geneticist with a love of mathematics and a fascination in economics, Simon has always found himself dealing with complex systems, whether it’s in behavioural patterns, environmental risks of chemical pollution, developing novel computer systems or managing companies.  He is a passionate advocate and researcher in the fields of open source, commoditization, innovation, organizational structure and cybernetics.

Simon is a regular presenter at conferences worldwide, and has been voted as one of the UK's top 50 most influential people in IT in Computer Weekly's 2012 and 2011 polls.

In her newly appointed role as Chief Examiner for the International Foundation for Digital Competences (IFDC), Suzanne is responsible for the alignment between the VeriSM body of knowledge and the VeriSM certification program. Suzanne holds multiple certifications including ISO 20000 Consultant, ITIL Expert, and more recently in the areas of SIAM, Lean IT and Agile Scrum. Suzanne has 7 years' experience in the IT services industry, followed by 12 years' experience in the IT certification industry, most recently in the role of Head of Portfolio & Program Management for a leading global exam institute.

Tõnu Vahtra is Head of Service Operations in Playtech. Tõnu has over 10 years of hands-on and managerial experience in ITSM. He is a passionate problem solver and due to his educational background in economic theory and public sector management he is tirelessly pushing to make more sense of his surroundings and steer systems towards a more ordered and optimal state. Tõnu has earned himself a reputation of „a problematic person“ for asking WHY until the situation is crystal clear and challenging superficial solutions to problems that have not been fully understood in the first place. Blending various ITSM frameworks (ITIL, Lean IT, Agile, DevOps) with lateral leadership and nourishing a culture of continuous improvement with enforced clarity around its purpose is the key to sustainable success.