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Croke Park, Jones Road, Dublin 3    
Tuesday, 11 September 2018

Annual IT Service Management Conference
hosted by itSMF Ireland

Register here

Conference Theme:

Embracing the Future of Service Management

The Annual IT Service Management Conference hosted by itSMF Ireland provides a forum for IT Service Management professionals to exchange views, share experiences and participate in the development and promotion of best practice, and standards of ITSM.

The conference exceeded my expectations. The quality of the speakers and relevance of the topics made this a very worthwhile day.
Stephen Kerr, Vodafone Ireland

An insightful day which helped optimise the approach I need to use analysis requirements.
Robert Henderson, The Convention Centre

The conference covers the business interests of as many IT professionals as possible, developing a growing portfolio for those services, increasing awareness for the field of ITSM, amongst many others.

2017 Speakers

Colm O’Shea

Colm O’Shea

itSMF Ireland

Bio coming soon.

Dr. Don Page

Dr. Don Page

Strategic Director of Service Management, Marval Software

As Strategic Director of Service Management at the Marval Group, Don Page, known as “The Godfather of ITIL”, has been responsible for the design and implementation of some of Europe’s largest Service and Support operations.

His straight talking, pragmatic and innovative approach, backed by over 25 years’ practical experience in IT Service Management as a thought leader and practitioner has made him a world-renowned and respected industry figure. Don has been responsible for co-authoring several major service management publications

Liz Barron

Liz Barron

ICF Associate Certified Coach,
Realize Coaching & Consulting

Liz Barron works with Project Managers, Leaders and Teams to help them realize their untapped potential and go from good to great. She is an award-winning Coach and experienced Leadership Development facilitator with a background of over twenty years in IT, Project & Change Management and Consulting.

Liz has successfully worked with leaders and teams across many business sectors in Ireland, the UK and Europe to help them collaborate and communicate more effectively to deliver better and more innovative solutions. She holds an Associate Certified Coach credential with the International Coach Federation, EQi2.0 Assessor for Emotional Intelligence Skills and has completed PRINCE2 certification and training in Agile methods.

Norma Lynch

Norma Lynch

Head of Global Project Training Services,
Aspira Consulting & IT Services

Norma Lynch is Head of Global Project Training Services at Aspira, Consulting & IT Project Specialists. She has over 20 years’ experience of both operational and project management, having spent five years as Cork Chamber’s Business School Manager and eight years as Customer Training Manager in Siemens UK. She is highly qualified with a degree in IT and is currently completing a Master’s in Business. She is a project manager, trainer and coach. Norma is passionate about growing business through the development and motivation of people.

Having worked with business leaders across a range of sectors, Norma is a trusted expert in the tools entrepreneurs can use to identify, manage and offset risk, improving the likelihood of success.

Helen Coughlan

Helen Coughlan

Head of IT Risk Governance,

Helen Coughlan is Head of IT Risk Governance in AIB. She has enjoyed a diverse 28 year career in technology leadership roles across different industries.

Key roles included Infrastructure Management roles in British Gas and AIB, Development and IT Architecture roles in NCR and AIB and Education roles in Nixdorf and NCR. She is passionate about technology and sees operational excellence as a key differentiator in business.

Karen Brusch

Karen Brusch

Service Design Consultant,
Nationwide Building Society

Karen is an established Service Management Specialist, regarded as a thought leader amongst her peers, particularly in the field of holistic service design (business & IT). Her areas of expertise span design & development of target operating / governance & process models, transformation strategy, development of negotiation positions & helping the business understand what are the “red” lines.

She has developed a reputation within the itSMF UK community as a trusted author and presenter of Service Design & Transition issues, being a lead author for the highly successful publication "Service Level Management - a practitioner’s guide"; winner of the Ashley Hanna Contributor of the Year Award 2014; and currently vice-Chair of the itSMF SIAM Special Interest Group.

Mark Smalley

Mark Smalley

IT Management Consultant,

Mark Smalley, also known as The IT Paradigmologist, thinks, writes and speaks extensively about IT ‘paradigms’ such as DevOps. He is an IT Management Consultant at Smalley. IT and Ambassador at the non-profit ASL BiSL Foundation.

People collaborate with Mark to discover where they are and to visualize where they want to be. Mark has spoken at 100+ events in 20+ countries.

Mark Smalley

Gary McPartland

Associate Director ,
Grant Thornton

A seasoned IT Professional, Gary has held various IT roles including in Cyber Security, Service Delivery and Project Management and Data Protection roles. Gary has worked “at the coal face” of service delivery and information security and provided professional services to clients across multiple sectors.

Gary holds a number of IT and IT Security certifications, including CIPT; CISA; CISM; CSX-F; CSAME; Prince2; COBiT5; ITILv3; MCTS; MCP; and CNA. Gary also holds a Diploma in Project Management from DBS, a Bachelor’s degree in Management Applications from IT Sligo, and is currently completing a Master’s in the Management of Operations in DCU.

Check back regularly for updates to our 2017 Annual Conference.


** Early Bird prices available until the 13 August 2018 **

Non-member rate includes a year’s membership to itSMF.

Members rate - €150

Non-members rate - €300

ITSMF-members:    Book here

Sign in to claim your member discount

Who should attend?

itSMF Ireland is a not-for-profit organisation affiliated to itSMF International, a global membership organisation, established to promote and develop best practice in IT Service Management.

Since 1991, itSMF Ireland has been a prominent player in the on-going development and promotion of IT Service Management best practice, standards and qualifications.

Previous roles representing their organisations included:

  • IT Service Managers
  • Heads of IT
  • Help Desk Managers
  • Customer Service Managers
  • Project Managers
  • Members of itSMF Ireland and many more

2017 Sponsors


Registration/Morning Coffee


Welcome Address


Managing Service Risk

Colm O'Shea
itSMF Ireland


Managing the Risk of Losing your Head

Liz Barron
ICF Associate Certified Coach
Realize Coaching & Consulting


Enterprise vs the Entrepreneurial Risk Management-Managing Risks vs Taking Risks

Norma Lynch
Head of Training
Aspira Consulting & IT Services

Mid Morning Break


Is IT the business' keeper?

Mark Smalley
IT Management Consultant
Smalley IT


Pareto Principle & IT Risk Management: How to get maximum bang for your buck?

Helen Coughlan
Head of IT Risk Governance


Panel Discussion

Paul Hearns
TechPro Magazine



Risk Management in ITSM - it's not that difficult if you focus your critical services and people

Don Page
Strategic Director of Service Management
Marval Software


Managing Risk through Change

Gary McPartland
Associate Director
Grant Thornton



What's Business Risk got to do with it?

Karen Brusch
Service Design Consultant
Nationwide Building Society


Panel Discussion

Paul Hearns
TechPro Magazine


Closing Address

Colm O’Shea
itSMF Ireland


Sponsorship Opportunities

Be a sponsor of Ireland’s only IT Service Management conference and workshops, where ITSM professionals gather to share and discuss how to manage and deliver better services to our customers.

The National IT Service Management Conference is Ireland’s only IT Service Management conference, making your sponsorship all the more meaningful.


As a sponsor of the conference, you will have the opportunity to exhibit your products and services, participate as a speaker/ panellist, share your views on the challenges IT Professionals face in providing excellent IT services and show what your company can provide to achieve agile projects, effective KPI’s and long-term goals.

To discuss Sponsorship and Exhibition Opportunities, contact us at: or on
01 23 777 88

Leave your contact details to explore our partnership opportunities.

Conference Venue

The National IT Service Management Conference will be held on Thursday, 14th September 2017, at:


Croke Park
Jones Road
Dublin 3
  +353 (0)1 8192300