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Board Members

Rosemary Gurney

Rosemary is an experienced senior professional with over 20 years' management and commercial experience in both the public and private sectors. She is an accredited Service Management trainer providing AXELOS-accredited ITSM training along with consultancy and ITSM business simulation training.

She is also an examiner and accredited trainer and auditor for the Service Desk Institute.

Rosemary is a much sought-after lecturer whose work has taken her to many clients and locations in the UK, Europe and the Middle East on behalf of Global Knowledge UK.

She joined ITSMF UK in 2003 and became an integral part of the Qualifications and Certifications ESC, taking on the board role for that portfolio in 2006. In 2010, she became the interim CEO of ITSMF UK, and returned to the board in 2011 as Member Services lead, before becoming Vice Chair in 2013.

Outside of work, she has a large garden that needs constant work and can occasionally be persuaded to take part in 5km runs locally.

Martin Neville
Vice Chair

Martin has been a service management professional for over 15 years and is passionate about the subject. A Chartered Accountant by training, he usually represents the user point of view more so than those with a technical background.

He presents regularly at events across the UK and occasionally strays into Europe as well. His association with ITSMF UK goes back eight years and he has in that time run special interest groups, seminars and now the annual conference.

Outside of work, Martin is a martial arts black belt, a county level fencer and a half decent archer, so he can be useful in a tight corner. He also specialises in getting injured in half marathons.

Barclay Rae

Barclay Rae is an experienced ITSM consultant, analyst and writer. He has worked on approximately 500 ITSM projects over the last 25 years, and writes blogs, research and white papers on ITSM topics for a variety of industry organisations and vendors.

He has worked for a number of ITSM organisations, and he delivers strategic ITSM consultancy, as well as media analyst services to the ITSM industry. He and has recently been a co-architect of the new ITIL practitioner scheme with Axelos, plus he is a co-author of the SDI certification standards.

Barclay is also a regular speaker at industry conferences and events, in the UK and globally, including, SITS, SDI, itSMF, Pink Elephant, UCISA and others. Barclay was voted ‘ITSM Contributor of the year’ in 2014 at the SITS show.

Richard Horton
SIGs and Regionals

With nearly 30 years in IT Richard has had a variety of roles in both private and public sectors. He's currently a Service Manager at NIHR Clinical Research Network, based at the University of Leeds.

Richard's involvement with ITSMF UK started in 2010. He chaired the Service Transition SIG for a couple of years and has been involved with writing papers/articles, presenting at seminars, facilitating masterclasses, and organising/hosting events. Since November 2014 he has been on the Management Board, responsible for coordinating the various regional and SIG groups.

Richard enjoys cycle touring and walking in the remoter parts of Scotland, but is more likely to be found learning a Schubert piano sonata or concocting a dinner party for friends. He's also involved in helping to lead volunteer activity in a number of other (non-ITSM!) volunteer groups. He only runs to catch trains.

David Backham
Individual and Small Enterprise

David Backham is an experienced management consultant with more than 30 years working in IT. He works for Soliloquy Ltd, an ITSM training and consultancy business and has recently established a community website at where ITSM practitioners can share their best practices. He has been chairman of the Midlands Region and was nominated for the itSMF UK Contributor of the Year award in 2013. He has presented at itSMF conference, SDI conference and Pink customer briefings and was a contributing author of the Team Model for Operations within the Microsoft Operations Framework, for which he was awarded Fellow of the Institute of Service Management and PrISM. He is a keen football fan and likes watching films and reading biographies.

Chris Williams

Chris is a highly experienced IT and network professional who has been involved in the industry for over 15 years and an ITSMF member for over 10 years.

He brings with him a wealth of commercial knowledge as well as previous experience in the telecoms and financial services industries.

Currently Director of Service Management for EE, he has responsibility for the mobile network as well as IT. Chris is a regular speaker at events and a keen supporter of our ITSM Industry Awards.

Dave Walker

Dave is Head of Service Management at Liverpool Victoria Friendly Society (better known as LV=), overseeing the organisation’s adoption of ITIL and ISO/IEC 20000 and ISO 38500 certification.

More recently LV=’s Continual Service Improvement initiative, branded ‘Passion for Service’, has been the subject of a number of AXELOS podcasts.

A classic car enthusiast in his spare time, Dave says he is looking forward to joining the Board to help further the mission of the ITSMF, to share and gain experience and to promote service management as a recognised profession.

Sandra Whittleston

Sandra is Senior Lecturer in IT Service Management at the University of Northampton and is active externally with ITSM industry and academic groups.

Working in education for the past 33 years, she has extensive experience in general management and IT management. Job roles include Head of Management Information Services and latterly Head of IT Quality and Projects for central IT services. She has recently been involved in university and industry sector groups on IT Service Management and is currently a committee member for British Standards Institute Panel for IT Management.

She regularly writes on issues related to IT Service Management especially as they relate to academia and presents regularly at Conferences and Events.

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