Randal Locke has more than 20 years of experience in IT Service Management. He has been instrumental in the development and delivery of ITIL solutions for large Clients in the Defense, Services, Manufacturing, Financial industries and within the Federal Government. He has performed these Service Management consulting services in North America and Europe.

Areas of expertise include Service Management/ITIL Consulting, Service Desk process and procedures, Incident, Problem and Change Management, Business Impact Analysis, Asset Management, Network and Systems Management and Business Process Reengineering.

Randal is an ITIL Service Manager. He has co-authored an ITIL Strategy book for international publication by Van Haren called “Service Management Process Maps.” Randal has also authored several white papers published within CA and externally as well. Service Management Process strengths lie within Service Asset and Configuration Management and Service Operations.

Randal is also currently a member of the Help Desk Institute (HDI) and the IT Service Management Forum (itSMF) and is a Certified Help Desk Director by HDI/STI Knowledge.

Michele Bonner joined the Information Technology and Telecommunications department at Austin Energy in 1999 as the Help Desk Operations Manager and is currently a member of the Quality Management Services group focusing on ITIL implementation. She has over 10 years of industry experience in technical support, system administration, applications programming, and training.

Michele holds a Foundation Certificate in IT Service Management, a Practitioner Certificate in Service Level Management, and is an HDI Certified Help Desk Manager.

Michele served as founding VP of Membership of the HDI Austin Chapter and later served as chapter Secretary. She served as the 2006-2007 Secretary and Communications Chair of the itSMF USA Austin LIG, and is the current LIG President.

Beki Picus is the AVP of Service Management and Audit Compliance for Affiliated Computer Services (ACS) Information Technology Outsourcing (ITO) Commercial Solutions, a global IT services corporation based in Dallas, Texas. She directed ACS’ successful effort to become the first corporation in the US to achieve a multi-national, multi-site ISO 20000 certification, including implementation at 14 domestic and international locations.

Ms. Picus drives ITIL compliance and implementation throughout ACS and heads quality efforts including the Lean Six Sigma program, SOX and SAS70 audits. A certified ISO 9001 auditor, she has coordinated, led and finalized over 500 external and internal audits. She managed and developed the company’s ISO20000 internal audit program, training over 200 internal auditors.

Ms. Picus has led numerous Quality Systems auditing discussions with both large and small groups.
With over 20 years of professional quality management experience, certifications include ITIL Service Manager, Lead Auditor Certification, and Lean Six Sigma Green Belt.

Ms. Picus is Director of Compliance and Quality for Affiliated Computer Services (ACS) in Dallas, Texas. She has over 15 years of experience in quality systems auditing, with extensive ISO 9001 and ISO 20000 knowledge and led numerous Quality Systems auditing discussions with both large and small groups.

As Service Manager for North American Gas and Power (NAGP) at BP, Priscilla Smith is responsible for the desktop and application support for NAGP throughout North America. Smith oversees application support planning for new applications developed internally and those off the shelf. These applications provide the foundation for the BP trading environment.

Smith has more than 20 years IT experience having formerly been with the Lone Star College District and internationally with Trans European Marketing.

Jim Berry has enjoyed the past twenty-five years helping individuals and organizations maximize their use of the incredible technology tools of our trade. Working in both the public and private sectors, Jim has held several diverse roles in technology leadership and technical training.

Jim hold’s ITIL Practitioner Certifications in both Service Desk and Change/Release Management areas.

Currently serving as the Regional Service Desk manager for the Americas, Jim’s teams in Houston and Chicago are a key part of a follow-the-sun network supporting BP’s fast-paced and technically demanding international oil and gas trading organizations.

Reginald Best is an ITIL certified Service Manager with more than 15 years of operations experience, who has created services and delivered solutions in information technology for large corporations like Marathon Oil, General Electric and Exxon-Mobil. He has authored a white paper and advised senior executives on delivery strategies and operational excellence. His expertise includes the integration of accounting, finance, Six Sigma/ITIL and technical education with his energy and federal and consulting experience to deliver business value, shape solution and improve results. His experience in the transformation of local and international IT organizations has resulted in a dramatic reduction in operational cost and improved and efficient operational processes. He has an MBA from the University of St. Thomas (Texas) and an undergraduate degree in Accounting from Wilberforce University (Ohio).

Beverly Wileman-Pratt has over 19 years experience assisting organizations to improve their IT service delivery through process design and continual improvement. Her practical experience includes ITSM process design, implementation, integration and continual service improvement programs for Incident, Problem, Change, Configuration and Release Management and I have designed integrated metrics to report on process performance, quality of service, resource usage and costs, and compliance to procedures across the ITSM processes.

She authored the content for Pepperweed’s Process Delivery Kit for Release, Service Level, Capacity, Availability, and Financial Management for IT Services and built the IT Health Exam assessment and process improvement recommendations for the Health Care Industry.

Her speaking experiences include several occasions at the Global Managed Service Provider conferences (including Holland), the California State University System, the bITa (business and IT alignment) conferences in England and several years participating with the itSMF USA. All her sessions were on ITIL and ITSM.

Barry Carter is Corporate Information Officer (CIO) for Alliance Data Systems. He joined the company in August 2004. He is responsible for the shared information technology needs of eight lines of business and includes Corporate Applications Development, Systems Integration, Service Delivery and Service Support. Barry has teams in Dallas, TX and Columbus, OH.

Prior to joining Alliance Data Systems, Barry was CIO of Capital One Auto Finance. At Capital One, Barry managed capitaloneauto.com, the world’s #1 website for auto financing; and was instrumental in building relationships with 70 business partners. Before Capital One, Barry was CIO of AirTran Airways. There, he stabilized a very shaky infrastructure and provided a low cost systems environment to allow AirTran to successfully compete with Delta and US Airways.

Barry’s education includes a BA degree in Computer Science with a minor in Mathematics from East Carolina University. He holds an MBA in Organizations and Management from Syracuse University.

David is internationally recognized as a leader in IT Service Management. He has more than 17 years experience in IT Service Management and is a Fellow of the Institute of Service Management.

He has provided training and consulting services to virtually every industry sector and at every level of management. He was a key figure in establishing the IT Service Management industry in South Africa and the USA. He was the founder of the itSMF South Africa, and a founder and director of the itSMF International. He is currently president of the itSMF USA.

David has participated in the ongoing development of ITIL® and the Microsoft Operations Framework (MOF). Most recently he co-authored the Service Operation book for ITIL v3.

His current role is ITSM Practice Principal within Hewlett-Packard, where he is responsible for establishing, building and supporting IT Service Management practices in Asia, the USA and Latin America.