Print Page | Report Abuse | Sign In | Join




A fresh new structure for the ITSMF UK Board

ITSMF UK’s constitution was changed during the summer to give the organisation a fresh, modern structure for the future, with new Articles of Association and a new line-up on the governing Board. Alongside our Chair Rosemary Gurney and Finance Director Lorna Hinds-Sotomey, we now have three directors who have been elected to represent specific areas of the membership: Richard Horton (SIGs and Regionals), Dave Backham (Individuals and Small Enterprises), and Martin Neville (Large Enterprises/Corporate Members).


Two further directors have been appointed – Dave Walker of LV= and Chris Williams of EE (see the profile above) – while Barclay Rae has joined us as Interim CEO, a six-month part-time appointment.


For further information about the new structure and recent Members’ Meeting, see View from the Chair on page 12.



Corporate ITSM heads join the board

Two recent appointments to the ITSMF UK Board are Chris Williams and Dave Walker, both members of our ITSM Leadership Council.



Chris is a highly experienced IT and network professional who has been involved in the industry for over 15 years and an ITSMF member for over 10 years. He brings with him a wealth of commercial knowledge as well as previous experience in the telecoms and financial services industries. Currently Director of Service Management for EE, he has responsibility for the mobile network as well as IT.  Chris is a regular speaker at events and a keen supporter of our ITSM Industry Awards.



Dave is Head of Service Management at Liverpool Victoria Friendly Society (better known as LV=), overseeing the organisation’s adoption of ITIL and ISO/IEC 20000 and ISO 38500 certification. More recently LV=’s Continual Service Improvement initiative, branded ‘Passion for Service’, has been the subject of a number of AXELOS podcasts. A classic car enthusiast in his spare time, Dave says he is looking forward to joining the Board to help further the mission of the ITSMF, to share and gain experience and to promote service management as a recognised profession.


Countdown to Conference

We’re in the final stages of preparation for ITSM15, our annual conference at the Sofitel Heathrow. It promises to be a great event, with four packed streams of educational sessions, some great keynotes, and of course our annual awards dinner. It also provides the perfect opportunity for education and networking. Book your place or check out the full agenda and other details at



New additions to our family of special interest groups

Our Special Interest Groups (SIGs) provide the lifeblood of ITSMF UK, focusing on key areas of concern for service managers and developing new guidance and content to help other professionals working in these areas. 

Our SIAM SIG, which launched earlier this year, has attracted huge interest and the group members are already meeting on a regular basis to compare notes and crystalise their ideas around service integration. The CSI SIG has also re-established itself after a dormant period, and is inviting new members to take part in its next meeting. Please contact Steve Morgan or Phil Green via the website if you are interested in SIAM or CSI respectively. FInally, with SLM SIG Chair Barclay Rae moving to the CEO role, his place has been taken by Tony Oxley. 

Thanks to all our SIG Chairs (including Barry Corless at Problem Management, Matt Hoey of Service Transition and Suzanne Slatter at the Service Design SIG) for keeping the lifeblood pumping.

The one-stop ITSM reference

Don’t forget that the website offers a great range of reference and information resources for members: 

  • ServiceTalk - the latest issues of our flagship magazine, covering topics such as SIAM, the Cloud, ITSM beyond ITIL, BRM, cyber resilience, agile, DevOps, and service culture 
  • The ITSMF UK pocket guides - download our dedicated guides to CCRM, ISO/IEC 20000, SFIA and Service Level Management, plus our ITSM dictionary
  • Standards and frameworks in business and service management - check out these three-minute outlines of 36 ITSM-related frameworks 
  • A huge range of papers and articles provided both by members of ITSMF UK and other organisations 
  • A link to the TSO bookshop, where members can pick up service management books and related titles at a 15% discount.


Leadership Council

In the summer we announced the start of the ITSM Leadership Council – a gathering of senior executives primarily from large corporates, who come together to discuss the key issues for the organisation and the industry as a whole. 


The Council has formed two working groups, one on skills and the other on the future direction and marketing of ITSM, which will be reporting back to members before the end of the year. The next full Leadership Council meeting follows the second day of Conference on 24th November – more news in the next issue.


Office move 


Our office move over the summer completed successfully, and the ITSMF UK staff team are now based in new premises in Bracknell, Berkshire. 

Apologies for the initial problem with our direct phone lines which we are working hard to rectify.


The new address is

Premier Gate, Easthampstead Road,

Bracknell, Berkshire,  RG12 1JS, UK.

Tel: 0118 918 6500.



We have an excellent line-up of finalists this year. Thanks to all those who put forward a nomination or helped with the judging process. All the winners will be announced at the Awards Dinner at Conference on 23rd November.


Service Management Project of the Year


For the organisation that has completed the most successful and challenging IT Service Management project during the year.


Sungard AS


Scottish Government

Service Innovation of the Year


For the organisation offering the most novel product or service offering that has been developed over the past year. Finalists will be assessed on the level of ingenuity and inventiveness in their offering and the originality of the solution.


Knutsford Academy



IT Service Management Team of the Year 


For the members or leader of a team that have supported each other and their customers in providing inspirational service delivery and significant business benefit.



Yorkshire Building Society



ITSM Senior Leader of the Year 


For a senior manager or director who has demonstrated not only an exemplary and well-rounded level and breadth of knowledge, skill, experience and accomplishment in ITSM, but also exceptional strategic leadership of people.


Paul Pattinson, Telefonica

Ian MacDonald, Co-operative Group

Damian Bowen, NTT DATA


Young ITSM Professional of the Year


For an individual under the age of 30 who has demonstrated an outstanding level of achievement, ability, team support, rapid progress or business impact in the early years of their ITSM career, and who also promises great potential for future success.


Michael Bailey, CGI

Mark Curry, PwC

Ashleigh Morgan, LV=

Matt Austin, LV=


Ashley Hanna Contributor of the Year 

For an individual who, in the judges’ view, has made an outstanding contribution to the ITSMF UK organisation as a volunteer in the last year. 


Steve Morgan, Syniad IT

Rob Stroud, Forrester Research

Anna Leyland, Sopra Steria

Matt Hoey, Grant Thornton


Thought Leadership Award


For the author of the white paper, article or case study that provides the most informative, educational and thought-provoking ITSM content. 


Mike Simpson, ITSM Consultant, CIH Solutions: Knowledge management within ITSM

Ian Macdonald, Independent Consultant: CSI – making it part of the day job 

Priscilla Smith, Global Service Capability Lead, BP: The importance of early life support


Training Provider of the Year


For the training organisation most admired by the judges for their outstanding customer service, range of training resources, outstanding results and/or innovative approach to training development and delivery.





Pink Elephant


Paul Rappaport Award for Outstanding Contribution to ITSM 

For an individual who has made a sustained and outstanding contribution over a number of years to the field of IT service management. 

Finalists are not announced for this award.


Premier Gate
21 Easthampstead Road
Berks RG12 1JS

Tel: 0118 918 6500

Fax: 0118 969 9749

Contact Us