Aale Roos was named the ITSM Person of the Year in 2012 by itSMF Finland. He has been an ITSM consultant from 1989 after a career in practical IT service management.

He set up his first help desk in mid 80’s and has been an active player in the development of the help/service desk concept. His latest contribution is Service Desk 2.0, the future of the service desk.

During a discussion of SD2.0 he wrote that we must unlearn ITIL. Somehow that slogan got a life of its own and has created heated discussions.

Alan Levin is a Director of Service Engineering in the Microsoft Operation Center (MOC). His team provides 24x7x365 incident management support for Microsoft's 200+ cloud services. Having more than 15 years of experience in service operations, Alan has led mission critical teams within eBay, PayPal, and WebEx (acquired by Cisco). In supporting one of the largest, most secure and reliable cloud service offerings on the planet, Alan is constantly leveraging frameworks like ITIL and MOF to optimize his operation.

Barclay Rae is an experienced ITSM mentor and business manager. He has worked on approximately 400 ITSM projects over the last 25 years, as well as starting life on the operations side of IT, setting up and running Help/Service Desks.

Barclay has worked for a number of ITSM organisations, as well as running consultancy company e2e for 10 years. He delivers strategic ITSM consultancy, mentoring and business development, as well as media analyst services to the ITSM industry.

Barclay is the writer and presenter of ITSMTV, including the 'Service Desk Inspector' series. He also participates in the ITSM Rest of the World weekly podcast.

Enne praegusesse ametisse astumist töötas Janek 10 aastat Maksu- ja Tolliametis, kus tema põhiülesanneteks olid kvaliteedijuhtimise süsteemi juurutamine teenindusvaldkonnas, käibemaksutagastamise arendusprojekt, tuludedeklareerimise projekt, keskkonnatasude rakendamine Maksu- ja Tolliameti arvestussüsteemis (projektijuhina) ning sisekoolituste läbiviimine.

Alates 01.11.2013 töötab Janek Majandus- ja Kommunikatsiooniministeeriumi infoühiskonna teenuste arendamise osakonna juhatajana.

Kaimar Karu 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 5 consecutive years and this year, he was elected Chapter President. Here he is responsible for organising the annual conference, which has grown each year and has attracted world class speakers from all corners of the world.

He continues to support Estonian and international customers on their ITSM journey.


With 15 years of experience in various Product and IT Management positions, Oded joined SysAid Technologies in 2008, and has continued to pave the way for the future of SysAid products.

Pioneering the SysAid Roadmap, Oded is responsible for SysAid's overall product strategy, feature enhancements, and the future direction of new SysAid modules. Among his duties, Oded manages relationships with OEM and technical partners around the world, and is the technical point of contact for all SysAid feature requests. Co-leading the design phases for new SysAid releases, he researches new technological innovations and integration methods, and reinforces the accessibility, simplicity, and spread of ITIL best practices throughout the SysAid product line.

Prior to joining SysAid Technologies, Oded worked as the IT Manager at Eden Springs (Europe), where he led the implementation of IT strategy and systems, and the standardization of IT management processes in 18 new European markets.

Patrick Bolger joined Hornbill in 1998 as Sales & Marketing Director and assumed the role of Chief Marketing Officer in 2008. In 2010, Patrick was appointed Chief Evangelist. He is dedicated to the communication of industry best practices, working closely with customers, industry associations and IT luminaries to identify trends and educate organizations on the opportunity associated with service excellence. An industry veteran, Patrick has significant first-hand experience of the issues facing IT and is an influential and recognized authority in the Service Management arena.

Patrick is an active contributor to a number of strategic groups and partnerships that influence the service management industry, including the Help Desk Institute (HDI), Service Desk Institute (SDI), IT Service Management Forum (itSMF), as well as being a member of the popular ITSM Rest of the World Podcast team and helping to drive the Back2ITSM and http://smcongress.org community initiatives.

Peter Hepworth is the CEO of AXELOS, Global Best Practice.

Peter has over 25 years of international business experience in world-leading companies including L'Oreal, Sara Lee Corporation and Activision Blizzard. He spent the last 7 years in the video games industry with Activision Blizzard, living and working in France, the U.S.A. and most recently in England as Managing Director, UK & Ireland.

Originally with a finance background, Peter has had experience in sales, marketing, IT and supply chain leadership roles before moving into general management.  He is experienced with implementing best practices into teams and organisations whilst overseeing major, multinational IT and transformation projects and programmes.

Tõnu Vahtra has over 7 years of practical experience with ITSM and ITIL in an international and multicultural environment.

He is currently responsible for the entire support lifecycle in Playtech, the world’s largest publicly-traded online gambling software and services provider. His division is working across the entire corporation to align product and platform operations between development centers and subsidiaries in 7 countries to provide single point of contact for support and services to all Playtech licensees and partners.

Over the years he has obtained hands-on experience with most roles under ITIL Operational Support stream.

Viktor is Head of Business Architecture in Swedbank Group Products, having more than 15 years of experience in major organisational transformations, building and managing international, service minded organisations.

His background includes ownership and management of several IT and business processes, establishment of process and service governance functions. He has led IT Service Management implementation, process improvement and consolidation programs. In addition, Viktor has a wide strategic view on overall IT improvement directions and Business-IT integration challenges.