Speaker Snapshot
Christine McNamara
Managing Director, Optimus Australia
Christine has grown up in the Australian IT industry, first as an employee, then as a contractor and now as a business owner and platform developer for ITSM/SIAM.
Christine has had the opportunity since 1987 to be involved in key business transformation initiatives and a number of medium and large outsourcing, in-sourcing and selective sourcing deals. As the industry has changed and ITSM has evolved, Christine has been in a position to establish ITSM/SIAM as a practice inside large complex organisations, several MSPs and within a number of Shared Service organizations.
Christine enjoys delving into the complexities of people, culture and data analysis and dealing with challenges associated with helping customers solve business problems.
SESSION: People, culture and data
Katrina Macdermid
Director, KayJayEm Services
Katrina Macdermid is rapidly becoming globally identified as a Human Centred ITIL Service Design Expert; presenting her unique concepts both locally and internationally to IT Professionals, Executives & CIO’s. Katrina holds the revered qualification of ITIL Masters (making her only the 3rd ITIL Master in Australia). Additionally, Katrina has recently been selected by AXELOS to be an ITIL Global Ambassador for the new upcoming version of ITIL. Katrina’s unique framework of incorporating Human Centred Design (putting the customer at the heart of everything) with the ITIL framework provides a unique perspective and differentiator for IT organisations.
Using Human Centred Design techniques, Katrina challenges traditional support models and outdated IT metrics. Typically, starting afresh, end user’s needs, desires, limitations and environment are the inputs in the design of support models and the creation of relevant IT metrics. Katrina’s framework puts the customer at the heart of all ITIL support processes and metrics, ultimately holding IT organizations in better stead in demonstrating their contribution to an organization's business outcomes.
SESSION: Human centered ITIL service design (mix well for the perfect customer (& organisation) outcome)