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‘I Love This Industry’ – Thank-you itSMF19/08/14

Last week was the itSMF Australia LEADIT 2014 conference. And what a week it was! I was honoured to receive the Lifetime Achievement Award for my contribution to the ITSM industry.

IMG_0109I have received so many congratulations from friends and colleagues from around the world. It has been truly humbling.

I thought I would take some time out to reflect on my journey to this point and the role that itSMF has played in that journey.

My ITSM journey started back in the mid-1990s whilst working for the UK Post Office. They made a massive investment and provided every team lead and manager with the ITIL Service Manager training. There was no Foundation course back then – just two weeks of training and two 3-hour written exams! I obtained my ITIL Service Manager certification in 1995.

I was hooked! I had always been processed focused and now I had the framework and guidance I had been looking for. From the UK Post Office I moved to a large food retail organisation where I was a Service Centre Manager responsible for all the ITSM processes.

In 1998 I moved to Australia to work for ProActive Services as a consultant and trainer. I later became the Practice Manager at ProActive responsible for all the consultants across Australia and New Zealand. I have been a sole consultant operating as KMF Advance and also the Head of Service Management for NAB before forming Macanta Consulting in 2009.

My involvement with itSMF Australia started in 2001 when I joined the Victorian committee. I became a Director on the national board in 2006

I am a keen believer in giving back to the ITSM community that has served me so well, and serving on itSMF committees and the board is key to that belief.

In 2005, I received the inaugural Presidents Prize from itSMF Australia for the Best Speaker at the national conference and in 2007 I was honoured to be bestowed with the Service Management Champion award. Seven years later the honour of Lifetime Achievement was even greater.

I have spoken at nearly every itSMF Australia national conference (apart from one I think) and at many itSMF Australia seminars over the years. Despite the nerves, that I still get, I think it is important to share experiences and ideas with the rest of the community and presenting at these events achieves that. I encourage everyone to think about presenting at itSMF Australia events. I believe that everyone has a story to tell and the resources are available to help you tell it. Just contact the itSMF Australia office and ask if you can be assigned a mentor to help you with your presentation.

Of course, presenting at such events raises your profile and that has certainly worked for me. itSMF Australia provided me with the platform to hone my presentation skills and I have now presented internationally for many years in many countries.

In 2009 I was invited to be a member of the Editorial Advisory Taskforce (EAT) who reviewed publication proposals for itSMF International.

In 2011 itSMF international enabled the publishing of my book ‘Balanced Diversity – A Portfolio Approach to Organisational Change’. As a novice author itSMF and EAT were key in making the process a painless one and I was supported throughout the activity.

itSMF has provided me with so many opportunities to raise my profile in the industry and in 2014 I was invited to be a part of the Pink Think Tank in Las Vegas which was formed of industry luminaries. Spending a day with 7 industry experts discussing (and later presenting) the challenges of the increasing multi-supplier value streams was an extraordinary experience.

As I said when I tearfully accepted my Lifetime Achievement Award – ‘I love this industry’ and itSMF is an absolutely integral part of it.

itSMF has been the backbone of my career in ITSM and I love being able to give back by continuing to contribute whether that be at a board level, writing content, presenting at conferences and seminars, or coaching and mentoring others in the industry.

If you are reading this and you are not an itSMF member, I encourage you to become one. You and your career will benefit from it.