Christian is the chairman of itSMF Belgium since January this year. Together with an entirely new team he rebooted the chapter with a focus on building a community and bringing value to members through interactive events focused on providing practical insights. As an independent advisor, he uses innovative approaches to help customers in their journey to become better service providers.

Christian is an avid reader and student of ITSM and related topics such as leadership, Kanban, Lean and Theory of Constraints.

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.


Evelin has a MA degree in Social Sciences (Public Administration) and over 9 years of government sector experience including last 7 years in the ICT field, including working abroad in Silicon Valley. She has gained experience from the Business and Government sector as well as from Academia, and has professional skills in process, human resource and technology management.

As a certified process engineer and an ITIL trainer she has been responsible for the improvement and implementation of service management processes based on ITIL best practices for the provision of IT services.

Janek is the Head of Department of Information Society Services Development within the Ministry of Economic Affairs and Communications. The department's main objectives are to assist public sector organizations in their service quality measurement, improvement and cost calculation, to lead the standardisation of the delivery of public services, and to support the development of customer centric physical and virtual environments based on available IT solutions.

The department has designed various frameworks and models in the field of e-service delivery to support these objectives, and is currently working on the "Smarter Governance" initiative within the Digital Agenda 2020 for Estonia.

Before joining this team, Janek was working in Estonian Tax and Customs Board. Main work achievements were related to the quality system development and implementation in the Tax and Customs Board, and with interoperable projects between state authorities in the field of better service provision in the taxation area.

Jan-Joost stumbled into IT almost 20 years ago, starting on a temp job in the voice response industry for 5 days that lasted 7 years. He started as a tester but quickly became one of the leading dialogue designers in the Netherlands. He switched to IT Service Management when he joined ING, riding the wave of ITIL adoption to become Change Manager and finally Process Owner Service Management for the IT department of the retail bank in the Netherlands.

In that last capacity he has been one of the DevOps evangelists within ING, running an internal community dedicated to sharing knowledge over hundreds of teams, trying to help his co-workers to make the transition to DevOps and Continuous Delivery and have fun with it at the same time! He tries to facilitate his DevOps colleagues with a more Agile approach to the traditional ITIL Service Management processes, while automating as much as possible.

In his spare time he enjoys traveling the world to watch birds, or cooking, but rarely at the same time.

Kaimar works as the Head of ITSM at AXELOS - the custodians of Global Best Practice - leading and executing the global strategy for ITIL.

He 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.

Kaimar has been re-elected as a board member at itSMF Estonia for 7 consecutive years and three 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.

Krikor is a Senior PFE IT Service Management at Microsoft Hellas, and the Chairman of itSMF Hellas. In the past, he has also held the positions of Project Manager & Security Officer for Printec Group of Companies based in Athens, Greece. He specialises in ITSM consultancy as well as the design and delivery of service management solutions across the banking, aviation and lottery industries.

Krikor's interests lie predominantly in project management through PMBOK, PRINCE2 & ISO21500, service management through ITIL & ISO20000, business analysis through BABOK, business process management and enterprise IT architecture through TOGAF, and he has authored papers on the topics of Project Management, Service Management and Requirements Analysis.

In past twenty years has Markko consulted over 100 organizations with branding, packaging and communication issues, founded few creative companies and acted as a spokesperson for Estonian design industry.

Today he shares himself between designing digital services, lecturing and being a co-founder of few startup companies. His goal is to create new products and services that are aesthetically pleasing, easy to use and solve real life problems.

Mark Smalley is an IT Management Consultant at Smalley.IT and is specialized in Application Management and Business Information Management. He is affiliated with the ASL BiSL Foundation, APMG International, GamingWorks, Pink Elephant, Taking Service Forward, and All Things ITSM. Mark has reached out to thousands of IT professionals at more than 100 events in more than 20 countries.

20-year industry veteran Matt Turner has introduced Kanban to a variety of high profile, ITIL conversant organisations such as the UK's most successful price comparison site, its largest university and the custodian of the country's rail infrastructure, with each reporting a major improvement in working culture and service outcomes.

Having recently worked with Britain's best performing utility provider in coaching the adoption of Agile, Lean and DevOps behaviours throughout the whole enterprise Matt will be sharing this experience and showing how the practice of Kanban encourages transparency, collective learning, collaboration & servant leadership and can create the perfect environment to accelerate improvement in all aspects of your IT Delivery & Service Management.