Speakers

Keynote Speakers

Manley Feinberg

Manley Feinberg

VerticalLessons

Manley is the founder of VerticalLessons.com. He is an award winning international keynote speaker, business leader and author. Leveraging more than twenty years of business, professional speaking and adventure experience, his insight and energy will inspire you to step up and reach your next summit.

Read More
Manley Feinberg

Manley Feinberg

VerticalLessons

Manley is the founder of VerticalLessons.com. He is an award winning international keynote speaker, business leader and author. Leveraging more than twenty years of business, professional speaking and adventure experience, his insight and energy will inspire you to step up and reach your next summit.


Manley’s 11 years of leadership influence contributed to a workplace culture that landed Build-A-Bear Workshop on the FORTUNE 100 Best Companies to Work For® List four years in a row. Manley served two terms as the president of the St. Louis chapter of the National Speakers Association

On a personal note, Manley likes to sleep on the side of mountains. Even more shocking is that his wife has been putting up with that for 22 years, and he has 2 teens that still kiss him on the cheek in front of their friends.

Kirk Weisler

Kirk Weisler

Chief Morale Officer, Team Dynamics

Kirk Weisler is an expert at creating outrageously cool workplace cultures and high performance teams. Over the past 19 years over 50,000 Leaders from organizations including Delta, MAYO Clinic, Johns Hopkins, YUM Brands, Bausch & Lomb, General Mills, Coca Cola, have specifically sought Kirk’s advice and wisdom on building teams, strengthening leaders and improving culture.

Read More
Kirk Weisler

Kirk Weisler

Chief Morale Officer, Team Dynamics

Kirk Weisler is an expert at creating outrageously cool workplace cultures and high performance teams. Over the past 19 years over 50,000 Leaders from organizations including Delta, MAYO Clinic, Johns Hopkins, YUM Brands, Bausch & Lomb, General Mills, Coca Cola, have specifically sought Kirk’s advice and wisdom on building teams, strengthening leaders and improving culture.

His unique background as a US Army Ranger, a member of the 19th Special Forces Chaplaincy, his work with At-Risk Youth and experience as a Master Storyteller & Team Builder make him a very fun, engaging, and sought after speaker. He authored the Best Smelling book, The Dog Poop Initiative, The Cookie Thief, Is it Really Terrible, a Pleasant Peasants Perspective , and the true story of Alexander Papaderos and the Meaning of Life. Kirk lives in Phoenix AZ with “Wonderful wife Rebecca and their six remarkable children.”

Pre-Conference Workshop Speakers

Paul Wilkinson

Paul Wilkinson

Director, Gaming Works

Paul has been actively involved in ITSM for more than 30 years in the roles of managing consultant, Service development manager and as ITIL developer. Paul was co-author of the ITIL publication “Planning to Implement IT Service Management” and was a member of the ITIL advisory group for ITIL Version 3, as well as the architect team for ITIL Practitioner.

Read More
Paul Wilkinson

Paul Wilkinson

Director, Gaming Works

Paul has been actively involved in ITSM for more than 30 years in the roles of managing consultant, Service development manager and as ITIL developer. Paul was co-author of the ITIL publication “Planning to Implement IT Service Management” and was a member of the ITIL advisory group for ITIL Version 3, as well as the architect team for ITIL Practitioner.

Paul is co-director and co-owner of GamingWorks, the company that developed the internationally renowned ‘Apollo 13 – an ITSM case experience’ ITSM simulation game as well as The phoenix project (DevOps simulation) and MarsLander (ITIL4 simulation). He was also co-and developer of the ‘ABC of ICT’ (The Attitude, Behavior and Culture of ICT) publications, having conducted ABC workshops and business simulation workshops with delegates representing more than 5000 organizations world-wide.

Paul will be leading two workshops at FUSION19:

MarsLander workshop
Digital disruption is sweeping through the Industry. Changing business models and spawning a host of new or amended best practices to help us transform ITSM capabilities. ITIL4 is one such new development. ITIL4 has come about to answer the criticism that ITIL is too slow, not fit for purpose in the age of agile and DevOps ways of working. But ITIL4 represents a significant mindset and behavior change for the majority of organizations. In this dynamic business simulation delegates play the mission control teams of the MarsLander mission. The Mission Director is already suspicious of ‘ITSM’ – feeling it is more a barrier than an enabler. Come to this simulation and demonstrate YOU can translate ITIL4 theory practice …if you dare, or simply come to learn some of the core concepts of ITIL4. At the end of the session we will capture concrete actions YOU can take back to YOUR organization. Digital disruption IS a fact. Failure is NOT an option!

The Phoenix workshop
DevOps. The latest hot topic in the IT world. Promising faster, more frequent, higher quality software releases. However many initiatives struggle to succeed. Often there is confusion about what DevOps is. Isn’t it just another word for Agile? Isn’t it all about tooling and Continual deployment pipelines? Isn’t it about collaboration? One thing It will require more than simply sending staff through DevOps certification and investing in the latest automation tools. It represents a significant cultural and behavioral change throughout the whole end-to-end value chain, from business to development to operations. So how can you help bridge the gap between Dev and Ops? And between the Business & IT? How can you get them all to understand what it means to them and ensure commitment? The phoenix project business simulation is a dynamic, highly interactive workshop which can be played with people from the end-to-end value stream or with ‘DevOps teams’. In this session we will explore challenges YOU recognize, reveal how DevOps principles and practices can help and capture concrete actions to take away!

Patrick von Schlag

Patrick von Schlag

President, Deep Creek Center

Patrick von Schlag is President of Deep Creek Center, a best practices training and consulting organization based in Highland, MD. Patrick has more than 30 years of experience helping organizations adopt and adapt best practice frameworks to improve organizational efficiency and effectiveness and drive results for customer stakeholders. Patrick is an ITIL Expert, Agile Expert, and is credentialed in governance, information security and resilience, project management, and has been a leading advocate for the integration of good practices from ITIL, LEAN, DevOps, and Agile, among others.

Read More
Patrick von Schlag

Patrick von Schlag

President, Deep Creek Center

Deep Creek Center
Patrick von Schlag is President of Deep Creek Center, a best practices training and consulting organization based in Highland, MD. Patrick has more than 30 years of experience helping organizations adopt and adapt best practice frameworks to improve organizational efficiency and effectiveness and drive results for customer stakeholders. Patrick is an ITIL Expert, Agile Expert, and is credentialed in governance, information security and resilience, project management, and has been a leading advocate for the integration of good practices from ITIL, LEAN, DevOps, and Agile, among others.
Patrick will be leading the following workshop and demo: Agile Foundations: A Crash Course in All things Agile
Many ITSM professionals have been exposed to some Agile practices, but may not have a fuller understanding of WHY and HOW they help organizations improve performance, or how these practices could be leveraged outside a development team to profoundly improve collaboration and visibility, simplify and streamline workflows, and that Agile is way more than having timeboxed meetings. In this fast-paced blitzkrieg workshop we will take you on a crash course in Agile mindset, enable you to adapt the principles in a way that helps you build your “elevator pitch” for using these approaches, and help you build an action plan for integrating Agile concepts into your teams.
Who Should Attend This Workshop:
Anyone working in an ITSM capacity can benefit from leveraging Agile. Whether you are a senior VP or just started on the service desk, this program will be valuable for you!
Value Stream Mapping and the ITIL 4 Service Value Chain
Value Stream Mapping is a powerful technique introduced as part of LEAN practices which helps organizations to identify work bottlenecks, prioritize improvements, and dramatically improve workflows. The ITIL 4 Service Value Chain introduces this concept into the ITIL guidance, and challenges us to map our workflows across the Value Chain activities to demonstrate how we facilitate the co-creation of value with our service customers. In this session we will cover the ideas of Value Stream Mapping and how to conduct a Value Stream Mapping Session, then assess how the Service Value Chain provides a model for assess how IT practices facilitate desired outcomes, from incident response to service request fulfillment to new service design.

Who Should Attend: This session will be valuable for persons at any level of experience as they attempt to leverage VSM and use the ITIL 4 SVC to map activities and outcomes.

Session Speakers

Bob Rice

Bob Rice

Silver Creek Solutions LLC

Bob Rice helps people by making IT work better. As an IT Service Management practitioner, consultant, and trainer he applies his experience and knowledge to the difficult challenges IT organizations face. As an experienced Problem Manager he has helped many companies become successful with problem management.

Read More
Bob Rice

Bob Rice

Silver Creek Solutions LLC

Bob Rice helps people by making IT work better. As an IT Service Management practitioner, consultant, and trainer he applies his experience and knowledge to the difficult challenges IT organizations face. As an experienced Problem Manager he has helped many companies become successful with problem management.

Andy Atencio

Andy Atencio

Summit County Government

Andy Atencio, IS Director for Summit County Government, is a certified ITIL Expert and Organizational Development Process Professional. His passion is helping organizations understand the cultural impact of ITSM and foster a shift from technology being about things to being about people.

Read More
Andy Atencio

Andy Atencio

Summit County Government

Andy Atencio, IS Director for Summit County Government, is a certified ITIL Expert and Organizational Development Process Professional. His passion is helping organizations understand the cultural impact of ITSM and foster a shift from technology being about things to being about people.

Thorsten Manthey

Thorsten Manthey

Tata Consultancy Services

Thorsten Manthey is passionate about project delivery around IT Service Management, ITSM governance, and cultural and organizational transformation. Thorsten speaks English, German and Swedish and is an international speaker and presenter.

Read More
Thorsten Manthey

Thorsten Manthey

Tata Consultancy Services

Thorsten Manthey is passionate about project delivery around IT Service Management, ITSM governance, and cultural and organizational transformation. Thorsten speaks English, German and Swedish and is an international speaker and presenter.

Jeremy Boerger

Jeremy Boerger

Boerger Consulting, LLC

Jeremy Boerger has been working ITAM for over twenty years in the healthcare, manufacturing, and banking sectors. He has successfully negotiated volume license agreements and defended against publisher audits from the likes of Microsoft, Adobe, Attachmate, IBM, Oracle, Autodesk, TechSmith, Monarch, Quest Software, and others. In 2017, he founded BOERGER CONSULTING, LLC, in order to help companies large and small actualize the promise of hardware and software asset management. He is currently touring the USA, speaking to like-minded IT Directors, CIOs, CFOs, and CEOs to encourage faster adoption of “the best of the best” practices in the industry.

Read More
Jeremy Boerger

Jeremy Boerger

Boerger Consulting, LLC

Jeremy Boerger has been working ITAM for over twenty years in the healthcare, manufacturing, and banking sectors. He has successfully negotiated volume license agreements and defended against publisher audits from the likes of Microsoft, Adobe, Attachmate, IBM, Oracle, Autodesk, TechSmith, Monarch, Quest Software, and others. In 2017, he founded BOERGER CONSULTING, LLC, in order to help companies large and small actualize the promise of hardware and software asset management. He is currently touring the USA, speaking to like-minded IT Directors, CIOs, CFOs, and CEOs to encourage faster adoption of “the best of the best” practices in the industry.

Jeff Eckerle

Jeff Eckerle

Service Management Specialist, Great American Insurance

Jeff has been with Great American IT since 1996 and has worn a number of different hats during his tenure: Software Engineer, App Manager and Infrastructure Director. 3 years ago, he was asked to assist with the creation of a vision and strategy for Great American's ITSM practice.

Read More
Jeff Eckerle

Jeff Eckerle

Service Management Specialist, Great American Insurance

Jeff has been with Great American IT since 1996 and has worn a number of different hats during his tenure: Software Engineer, App Manager and Infrastructure Director. 3 years ago, he was asked to assist with the creation of a vision and strategy for Great American's ITSM practice.

Angelica King

Angelica King

Director of Service Support, UNFI

Angelica King is the Director of Service Support at UNFI. She has multiple years of experience in Organizational Change Management, IT Operations and IT Service Management. Angelica's passions are building solid teams, running efficient operations and making a difference to organizations.

Read More
Angelica King

Angelica King

Director of Service Support, UNFI

Angelica King is the Director of Service Support at UNFI. She has multiple years of experience in Organizational Change Management, IT Operations and IT Service Management. Angelica's passions are building solid teams, running efficient operations and making a difference to organizations.

Barry Corless

Barry Corless

Global Knowledge

Barry's role is to incorporate the development and delivery of service management, DevOps and other best practice learning and development solutions. He is an experienced consultant and IT specialist who was a Director of itSMF International from 2017-2019, and Chair of itSMF UK from 2009-2011.

Read More
Barry Corless

Barry Corless

Global Knowledge

Barry's role is to incorporate the development and delivery of service management, DevOps and other best practice learning and development solutions. He is an experienced consultant and IT specialist who was a Director of itSMF International from 2017-2019, and Chair of itSMF UK from 2009-2011.

Erika Flora

Erika Flora

Beyond20

Erika Flora, ITIL Expert is a Senior ITSM Advisor and Lead Editor for the upcoming AXELOS “ITIL 4 Leader: Digital & IT Strategy” publication. Erika started her career as a Microbiologist turned Project Manager and has always had a passion for improving how companies manage work. In 2006, she founded BEYOND20, an IT consulting, training, and software development company based on ITIL and other “best practice” frameworks. Erika works with global organizations as a consultant, instructor, and coach and, over the years, she has led several successful digital transformation initiatives. She is a skilled blogger, presenter, and the author of, “Demystifying Agile, Scrum, and IT Service Management”.

Read More
Erika Flora

Erika Flora

Beyond20

Erika Flora, ITIL Expert is a Senior ITSM Advisor and Lead Editor for the upcoming AXELOS “ITIL 4 Leader: Digital & IT Strategy” publication. Erika started her career as a Microbiologist turned Project Manager and has always had a passion for improving how companies manage work. In 2006, she founded BEYOND20, an IT consulting, training, and software development company based on ITIL and other “best practice” frameworks. Erika works with global organizations as a consultant, instructor, and coach and, over the years, she has led several successful digital transformation initiatives. She is a skilled blogger, presenter, and the author of, “Demystifying Agile, Scrum, and IT Service Management”.

Ken Wendle

Ken Wendle

Edify ITSM

Author, speaker, consultant and instructor, Ken Wendle has been a significant figure in the field of service and support since before the Jurassic Period. OK, since the early 1990s. In recognition of his essential efforts in creating awareness, adoption and expansion of service and support best practices within the USA and globally, Ken holds the unique honor of being the only recipient of two highly prestigious industry honors: the HDI Ron Muns Lifetime Achievement Award and the itSMF USA Lifetime Achievement Award. The essence of his keen business observations and vast experiences has been captured within his exciting new book, “The V*A*L*U*E Formula”. Ken is also the author of a plethora of white papers and industry articles and is a frequent key-note or featured speaker across the U.S. and internationally, known for his energetic, insightful, humorous, entertaining, pragmatic, informative and topical presentations. As a co-founder of the itSMF USA, he helped launch their national conference in 2001, holding the record of being a featured speaker for 17 consecutive years. Ken resides in the St. Louis, MO area with Mary, his wife of 40 wonderful years.

Read More
Ken Wendle

Ken Wendle

Edify ITSM

Author, speaker, consultant and instructor, Ken Wendle has been a significant figure in the field of service and support since before the Jurassic Period.

OK, since the early 1990s.

In recognition of his essential efforts in creating awareness, adoption and expansion of service and support best practices within the USA and globally, Ken holds the unique honor of being the only recipient of two highly prestigious industry honors: the HDI Ron Muns Lifetime Achievement Award and the itSMF USA Lifetime Achievement Award.

The essence of his keen business observations and vast experiences has been captured within his exciting new book, “The V*A*L*U*E Formula”. Ken is also the author of a plethora of white papers and industry articles and is a frequent key-note or featured speaker across the U.S. and internationally, known for his energetic, insightful, humorous, entertaining, pragmatic, informative and topical presentations.

As a co-founder of the itSMF USA, he helped launch their national conference in 2001, holding the record of being a featured speaker for 17 consecutive years.

Ken resides in the St. Louis, MO area with Mary, his wife of 40 wonderful years.

Kevin Harger Jones

Kevin Harger Jones

ITSM / OCM Architect , TEKsystems Global Services

Kevin Jones, a Practice Architect with TEKsystems Enterprise Service Management Practice, has concentrated his career on ITSM since he came across ITIL v2 at a conference in late 2001. In 2002 he earned his Foundations Certificate and he knew this was to be his corner of IT, even going on to found the Greater Los Angeles LIG a few years later.. Since then he has dedicated his career to ITSM, along with OCM (organizational change management) in both consulting and training, earning his v2 Service Manager, v3 ITIL Expert and he expects to bridge to ITIL 4 Managing Professional as soon as it becomes available. Not only in ITIL, Kevin has been deeply involved with ISO 20000 and MOF and currently he is working with VeriSM. Over the years, Kevin ran his own consultancy, KHJ Consulting, and has since worked in the ITSM practices of Microsoft, Unisys and, currently, TEKsystems.

Read More
Kevin Harger Jones

Kevin Harger Jones

ITSM / OCM Architect , TEKsystems Global Services

Kevin Jones, a Practice Architect with TEKsystems Enterprise Service Management Practice, has concentrated his career on ITSM since he came across ITIL v2 at a conference in late 2001. In 2002 he earned his Foundations Certificate and he knew this was to be his corner of IT, even going on to found the Greater Los Angeles LIG a few years later.. Since then he has dedicated his career to ITSM, along with OCM (organizational change management) in both consulting and training, earning his v2 Service Manager, v3 ITIL Expert and he expects to bridge to ITIL 4 Managing Professional as soon as it becomes available. Not only in ITIL, Kevin has been deeply involved with ISO 20000 and MOF and currently he is working with VeriSM. Over the years, Kevin ran his own consultancy, KHJ Consulting, and has since worked in the ITSM practices of Microsoft, Unisys and, currently, TEKsystems.

Raj Kanuparthi

Raj Kanuparthi

Founder & CEO, Narwal

Raj is the Founder & CEO of Narwal Inc, a fast-growing niche technology services company focused on Automation, DevOps and Data & Analytics. Prior to this, Raj held senior leadership roles leading these areas at an enterprise scale at a large fortune 500 companies.

Read More
Kevin Harger Jones

Raj Kanuparthi

Founder & CEO, Narwal

Raj is the Founder & CEO of Narwal Inc, a fast-growing niche technology services company focused on Automation, DevOps and Data & Analytics. Prior to this, Raj held senior leadership roles leading these areas at an enterprise scale at a large fortune 500 companies.

Michael Cardinal

Michael Cardinal

Practice Manager
TEKsystems

Michael Cardinal has over twenty five years’ experience in IT and education, having worked as a manager, consultant, analyst, and trainer/teacher. Michael’s resume spans several industries and twenty years as an adjunct instructor and trainer. He has spoken at several IT and academic events.

Read More
Michael Cardinal

Michael Cardinal

Practice Manager
TEKsystems

Michael Cardinal has over twenty five years’ experience in IT and education, having worked as a manager, consultant, analyst, and trainer/teacher. Michael’s resume spans several industries and twenty years as an adjunct instructor and trainer. He has spoken at several IT and academic events.

Rae Ann Bruno

Rae Ann Bruno

President, Business Solutions Training, Inc

Rae Ann Bruno is the President of Business Solutions Training, Inc (BST), an organization focused on training and consulting in various areas of ITIL, Knowledge-centered Service (KCS), Service Desk Improvement, Internal Marketing, Metrics and ITIL Process Improvement. Rae Ann was inducted into the HDI Hall of Fame in 2017 and was named one of Cherwell’s IT Legends that same year. She holds several ITIL and HDI certifications and is a Business Associate for HDI ITIL and Support Center certification courses and consulting. She is a member of the HDI International Standards committee and is a frequent speaker at leadership and support conferences and the author of the HDI focus books, Translating IT Metrics into Business Benefits and What Have you Done for Me Lately? Creating an Internal Marketing Culture.

Read More
Rae Ann Bruno

Rae Ann Bruno

President, Business Solutions Training, Inc

Rae Ann Bruno is the President of Business Solutions Training, Inc (BST), an organization focused on training and consulting in various areas of ITIL, Knowledge-centered Service (KCS), Service Desk Improvement, Internal Marketing, Metrics and ITIL Process Improvement. Rae Ann was inducted into the HDI Hall of Fame in 2017 and was named one of Cherwell’s IT Legends that same year. She holds several ITIL and HDI certifications and is a Business Associate for HDI ITIL and Support Center certification courses and consulting. She is a member of the HDI International Standards committee and is a frequent speaker at leadership and support conferences and the author of the HDI focus books, Translating IT Metrics into Business Benefits and What Have you Done for Me Lately? Creating an Internal Marketing Culture.

Randy Steinberg

Randy Steinberg

Solution Architect
Concurrency, Inc.

Randy has 25+ years of hands-on ITSM, digital transformation and operations experience at clients around the world. ITIL V3 author as well as other books, he has led large transformation projects for IT organizations across many industries and government. ITSM C-Suite advisor for many companies.

Read More
Randy Steinberg

Randy Steinberg

Solution Architect
Concurrency, Inc.

Randy has 25+ years of hands-on ITSM, digital transformation and operations experience at clients around the world. ITIL V3 author as well as other books, he has led large transformation projects for IT organizations across many industries and government. ITSM C-Suite advisor for many companies.

Dave Hatter

Dave Hatter

Cyber Security Consultant
Intrust IT

Dave Hatter is a technology leader with nearly 30 years of software development, cybersecurity and project management experience. he has written or contributed to 12 technology books, written more than 100 technology related articles for various publications including the Cincinnati Business Courier, the Boston Business Journal and the Kentucky Post, and he has been quoted in many national and local publications including InfoWorld, ComputerWorld, CIO Update, The Wall Street Journal, MSNBC, Salon, The Street and Search CIO. Dave is a regular on-air contributor on WXIX (FOX19) as the station’s tech expert, and he can be heard every Friday morning at 6:30 AM on 55KRC’s “Tech Friday” segment with host Brian Thomas. He appears as a technology expert on many other TV and radio stations including WKRC, WCPO, WLWT, 700WLW, WVXU and WNKU. You can view nearly 250 TV interviews here: https://www.youtube.com/davehatter.

Read More
Dave Hatter

Dave Hatter

Cyber Security Consultant
Intrust IT

Dave Hatter is a technology leader with nearly 30 years of software development, cybersecurity and project management experience. he has written or contributed to 12 technology books, written more than 100 technology related articles for various publications including the Cincinnati Business Courier, the Boston Business Journal and the Kentucky Post, and he has been quoted in many national and local publications including InfoWorld, ComputerWorld, CIO Update, The Wall Street Journal, MSNBC, Salon, The Street and Search CIO. Dave is a regular on-air contributor on WXIX (FOX19) as the station’s tech expert, and he can be heard every Friday morning at 6:30 AM on 55KRC’s “Tech Friday” segment with host Brian Thomas. He appears as a technology expert on many other TV and radio stations including WKRC, WCPO, WLWT, 700WLW, WVXU and WNKU. You can view nearly 250 TV interviews here: https://www.youtube.com/davehatter

Doug Rabold

Doug Rabold

Regional Vice President at HDI

Doug Rabold is Founder and Principal Consultant of Bold Ray Consulting in San Antonio, Texas. As an IT Operations Manager he has had direct oversight of over a dozen different ITIL processes including Change Management, Problem Management, Configuration Management, Knowledge Management, IT Asset Management, IT Procurement and Telecom Expense Management. Beyond Service Management, Doug is an acknowledged expert at customer experience and employee engagement and has led teams of up to 250 resources and managed asset values totaling multiple millions of dollars. Doug is currently serving as Regional Vice President for HDI chapters in Pacific Coast, Southwest and Great Plains states. He served two terms on the Cherwell Customer Advisory Board, helping guide development of the ITSM tool from a customer perspective. Doug was named a 2018 finalist for the HDI Manager of the Year Award and was selected as the People’s Choice Award winner.

Read More
Doug Rabold

Doug Rabold

Regional Vice President at HDI

Doug Rabold is Founder and Principal Consultant of Bold Ray Consulting in San Antonio, Texas. As an IT Operations Manager he has had direct oversight of over a dozen different ITIL processes including Change Management, Problem Management, Configuration Management, Knowledge Management, IT Asset Management, IT Procurement and Telecom Expense Management. Beyond Service Management, Doug is an acknowledged expert at customer experience and employee engagement and has led teams of up to 250 resources and managed asset values totaling multiple millions of dollars. Doug is currently serving as Regional Vice President for HDI chapters in Pacific Coast, Southwest and Great Plains states. He served two terms on the Cherwell Customer Advisory Board, helping guide development of the ITSM tool from a customer perspective. Doug was named a 2018 finalist for the HDI Manager of the Year Award and was selected as the People’s Choice Award winner.

Brian “Ponch” Rivera

Brian “Ponch” Rivera

Author, Speaker, and Organizational Performance Coach. Co-creator of the Toyota Flow System, Toyota Connected

Brian “Ponch” Rivera is the co-creator of the Toyota Flow System, founder and CEO of AGLX Consulting, a former F-14 instructor and demonstration team member and current Commander in the Navy Reserve. He is a Cynefin Foundations Trainer and often co-leads complexity workshops with the co-creator of the Cynefin framework, Dave Snowden. “Ponch” has worked with the co-creator of the Scrum framework, Jeff Sutherland, and the co-creator of Lean Kanban University, and has led several high-profile digital transformations. He often speaks at global Agile, Scrum and Performance conferences on the topics of High-Reliability, Leadership, Teamwork, and Complex Adaptive Systems.
Following the 2017 incidents at sea, “Ponch” put his civilian career on hold and volunteered to be a member of the 2018 Strategic Readiness Review Industry Best Practice and Learning Culture team where he led engagements with academics and executives on the topics of complexity, leadership, teamwork, safety, and culture. As a result of his combined civilian and U.S. Navy expertise, in early 2019 he was asked by U.S. Navy leadership to help transform the Naval Safety Center using the same concepts propelling the DevOps movement.
He is currently co-authoring a book on the Toyota Flow System where he connects scalable methods and framework (i.e. Mission Command, OODA loop, Cynefin, Human Factors, Red Teaming, Psychological Safety, Wardley Maps, etc.) to the Toyota Production System and the Toyota Way. Later this year he and Dave Snowden will facilitate a first workshop on the connection between the OODA loop and Cynefin Frameworks.

Read More
Brian “Ponch” Rivera

Brian “Ponch” Rivera

Author, Speaker, and Organizational Performance Coach. Co-creator of the Toyota Flow System, Toyota Connected

Brian “Ponch” Rivera is the co-creator of the Toyota Flow System, founder and CEO of AGLX Consulting, a former F-14 instructor and demonstration team member and current Commander in the Navy Reserve. He is a Cynefin Foundations Trainer and often co-leads complexity workshops with the co-creator of the Cynefin framework, Dave Snowden. “Ponch” has worked with the co-creator of the Scrum framework, Jeff Sutherland, and the co-creator of Lean Kanban University, and has led several high-profile digital transformations. He often speaks at global Agile, Scrum and Performance conferences on the topics of High-Reliability, Leadership, Teamwork, and Complex Adaptive Systems.

Following the 2017 incidents at sea, “Ponch” put his civilian career on hold and volunteered to be a member of the 2018 Strategic Readiness Review Industry Best Practice and Learning Culture team where he led engagements with academics and executives on the topics of complexity, leadership, teamwork, safety, and culture. As a result of his combined civilian and U.S. Navy expertise, in early 2019 he was asked by U.S. Navy leadership to help transform the Naval Safety Center using the same concepts propelling the DevOps movement.

He is currently co-authoring a book on the Toyota Flow System where he connects scalable methods and framework (i.e. Mission Command, OODA loop, Cynefin, Human Factors, Red Teaming, Psychological Safety, Wardley Maps, etc.) to the Toyota Production System and the Toyota Way. Later this year he and Dave Snowden will facilitate a first workshop on the connection between the OODA loop and Cynefin Frameworks.

Steven Horvath

Steven Horvath

Chief Innovation Officer

Steven is an experienced executive, proven consultant, and successful entrepreneur, with more than 25 years’ experience supporting and guiding world-class organizations. He is a recognized leader in both Fortune 500 and SMB markets, aligning technology innovation with business operations. He has managed high-growth and fast-paced environments, and achieved success in multi-billion dollar industries.

Steven’s unique combination of management experience and technical delivery expertise helps companies improve efficiency and increase revenue. Steven founded his first vertical market software application company in college, while his second company, focused on distance learning, propelled him into the national limelight where he had significant influence on the developing distance learning field. Steven subsequently realized success as a Fortune 500 executive designing, developing and deploying innovative technology solutions for such organizations as ServiceMaster, Turner Construction, McDonalds and Xerox. In addition, Steve has served as an independent consultant to an array of global companies, helping to guide their IT and business transformation journey.

Read More
Steven Horvath

Steven Horvath

Chief Innovation Officer

Steven is an experienced executive, proven consultant, and successful entrepreneur, with more than 25 years’ experience supporting and guiding world-class organizations. He is a recognized leader in both Fortune 500 and SMB markets, aligning technology innovation with business operations. He has managed high-growth and fast-paced environments, and achieved success in multi-billion dollar industries.

Steven’s unique combination of management experience and technical delivery expertise helps companies improve efficiency and increase revenue. Steven founded his first vertical market software application company in college, while his second company, focused on distance learning, propelled him into the national limelight where he had significant influence on the developing distance learning field. Steven subsequently realized success as a Fortune 500 executive designing, developing and deploying innovative technology solutions for such organizations as ServiceMaster, Turner Construction, McDonalds and Xerox. In addition, Steve has served as an independent consultant to an array of global companies, helping to guide their IT and business transformation journey.

Greg Wheeler

Greg Wheeler

Director of Advisory Services

Greg joined Aptris in December of 2015, after a 31-year career with New York State in Auditing, IT and IT leadership. During his tenure with the State of New York, Greg lead the Enterprise IT Service Management program, introducing and implementing ITIL based Service Management practices adapted for State government. This program leveraged the ServiceNow platform to facilitate, track and enforce adopted processes. Greg’s expert approach to customer work comprises an emphasis on best practices and the alignment of people and processes, based on his certified ITIL® expertise and vast ITSM background. Greg brings a strong passion for the IT Business Management and IT Governance to IT Service Management, helping to mature clients and align their services to business priorities. Greg earned his Bachelor of Science at SUNY Geneseo and his Masters of Science in Computer Management Systems from Union College in New York.

Read More
Greg Wheeler

Greg Wheeler

Director of Advisory Services

Greg joined Aptris in December of 2015, after a 31-year career with New York State in Auditing, IT and IT leadership. During his tenure with the State of New York, Greg lead the Enterprise IT Service Management program, introducing and implementing ITIL based Service Management practices adapted for State government. This program leveraged the ServiceNow platform to facilitate, track and enforce adopted processes. Greg’s expert approach to customer work comprises an emphasis on best practices and the alignment of people and processes, based on his certified ITIL® expertise and vast ITSM background. Greg brings a strong passion for the IT Business Management and IT Governance to IT Service Management, helping to mature clients and align their services to business priorities. Greg earned his Bachelor of Science at SUNY Geneseo and his Masters of Science in Computer Management Systems from Union College in New York.

Sean Davis

Sean Davis

Chief Transformation Evangelist, Equifax

Sean currently works at Equifax as a Chief Transformation Evangelist. Sean is an IT veteran with over 20 years of experience covering every realm of IT. Approaching problems with childlike wonder, leveraging a library of skills as a polyglot and solving the unsolvable is his day-to-day. His primary areas of expertise are around Business Transformation, Technical Leadership, DevOps Coaching, Agile Coaching, and Performance Coaching. He loves to meet people, share knowledge and help others grow in any way that he can help. Sean is also a Dev(Sec)Ops instructor, national speaker, active in his community, and always looking for an opportunity to serve others.

Read More
Sean Davis

Sean Davis

Chief Transformation Evangelist, Equifax

Sean currently works at Equifax as a Chief Transformation Evangelist. Sean is an IT veteran with over 20 years of experience covering every realm of IT. Approaching problems with childlike wonder, leveraging a library of skills as a polyglot and solving the unsolvable is his day-to-day. His primary areas of expertise are around Business Transformation, Technical Leadership, DevOps Coaching, Agile Coaching, and Performance Coaching. He loves to meet people, share knowledge and help others grow in any way that he can help. Sean is also a Dev(Sec)Ops instructor, national speaker, active in his community, and always looking for an opportunity to serve others.

Peter Beasley, P.E.

Peter Beasley, P.E.

CTO Netwatch Solutions, Inc

As CTO of Netwatch Solutions, Inc., Mr. Beasley helps organizations increase operational maturity, from being reactive into those that demonstrate competitive advantage. His company specializes in delivering real-world service management solutions that work.

IT is no longer an art; technology management is largely science. With 25+ years of experience, Mr. Beasley empathizes with the needs of IT departments and blends that compassion with the requirement for organizations to show value from their IT investments. His proven business practices are invaluable in improving service quality, reducing IT costs and increasing value.

Mr. Beasley began his career in Dallas at Mobil Oil’s exploration division in 1980. Since then, he progressed in IT infrastructure management roles through various industries – Fortune 500, start-ups, and mid-market factions. Working mostly at the Director and VP level in large corporations, his worldwide work experiences have been in Financial Services, Healthcare, University, Telecom, Oil & Gas, and in Software Services. He has built and managed several data center operations, built IT infrastructures for 1000+ seat call centers, and provided daily network and data security services.

A long-time Dallas resident, Mr. Beasley has a BS degree in Electrical Engineering from the University of Texas at Austin, and an MBA in Technology Management from the University of Phoenix. He is a licensed Texas Professional Engineer, a Certified NetAnalyst, and has issued patents in IT service management.

Peter currently serves as President-Elect on the Board of itsmfUSA.

Read More
Peter Beasley, P.E.

Peter Beasley, P.E.

CTO Netwatch Solutions, Inc

As CTO of Netwatch Solutions, Inc., Mr. Beasley helps organizations increase operational maturity, from being reactive into those that demonstrate competitive advantage. His company specializes in delivering real-world service management solutions that work.

IT is no longer an art; technology management is largely science. With 25+ years of experience, Mr. Beasley empathizes with the needs of IT departments and blends that compassion with the requirement for organizations to show value from their IT investments. His proven business practices are invaluable in improving service quality, reducing IT costs and increasing value.

Mr. Beasley began his career in Dallas at Mobil Oil’s exploration division in 1980. Since then, he progressed in IT infrastructure management roles through various industries – Fortune 500, start-ups, and mid-market factions. Working mostly at the Director and VP level in large corporations, his worldwide work experiences have been in Financial Services, Healthcare, University, Telecom, Oil & Gas, and in Software Services. He has built and managed several data center operations, built IT infrastructures for 1000+ seat call centers, and provided daily network and data security services.

A long-time Dallas resident, Mr. Beasley has a BS degree in Electrical Engineering from the University of Texas at Austin, and an MBA in Technology Management from the University of Phoenix. He is a licensed Texas Professional Engineer, a Certified NetAnalyst, and has issued patents in IT service management.

Peter currently serves as President-Elect on the Board of itsmfUSA.

Scott Dubois

Scott Dubois

Engineering Manager
Liberty Mutual

As an Engineering Manager at Liberty Mutual, Scott Dubois is responsible for IT Service Management Internationally at Liberty Mutual. He has multiple years of experience in ITSM practices including, Incident, Problem, Change Management and Stability initiatives across numerous services and geographies. Scott has a long record of implementing and managing foundational process capabilities that enable efficient and effective IT operations for the enterprise.

Read More
Scott Dubois

Scott Dubois

Engineering Manager
Liberty Mutual

As an Engineering Manager at Liberty Mutual, Scott Dubois is responsible for IT Service Management Internationally at Liberty Mutual. He has multiple years of experience in ITSM practices including, Incident, Problem, Change Management and Stability initiatives across numerous services and geographies. Scott has a long record of implementing and managing foundational process capabilities that enable efficient and effective IT operations for the enterprise.

John Custy

John Custy

Consultant
JPC Group

John is a recognized service management authority who consults and educates globally. He is acknowledged as one of the top 25 Thought Leaders in technical support and service management, as well as one of the 25 Best Service Management people to follow on Twitter, and one of the 20 Best ITSM Thought Leaders. He holds 20 ITIL certifications as well as numerous other industry certifications in ITSM, ISO/IEC 20000, KCS, and leadership and coaching from HDI. He is a recognized speaker and educator globally, having worked in the United States, Canada, South America, Europe, North Africa, Middle East, China, Australia, and New Zealand. In 2015 he was awarded the Ron Muns Lifetime achievement award, recognized by Cherwell Software as an IT Industry Legend, and inducted into the HDI Hall of Fame in 2018.

Read More
John Custy

John Custy

Consultant
JPC Group

John is a recognized service management authority who consults and educates globally. He is acknowledged as one of the top 25 Thought Leaders in technical support and service management, as well as one of the 25 Best Service Management people to follow on Twitter, and one of the 20 Best ITSM Thought Leaders. He holds 20 ITIL certifications as well as numerous other industry certifications in ITSM, ISO/IEC 20000, KCS, and leadership and coaching from HDI. He is a recognized speaker and educator globally, having worked in the United States, Canada, South America, Europe, North Africa, Middle East, China, Australia, and New Zealand. In 2015 he was awarded the Ron Muns Lifetime achievement award, recognized by Cherwell Software as an IT Industry Legend, and inducted into the HDI Hall of Fame in 2018.