Sometimes, the smallest decisions have the biggest impact. In 2001, a training company flyer landed on my desk. I almost threw it away—but something made me pause.
It advertised courses on Service Desks, planning changes, managing a CMDB—all wrapped up in something called ITIL.
In 2001, I was managing a Service Desk, a configuration team, the project office, and software licensing—routine responsibilities for an IT Operations Manager. My teams often asked about professional development. They weren’t interested in purely technical certifications—they wanted recognition for their broader professional roles.
Curiosity got the better of me. I booked myself onto an ITIL Foundation course— “just to check it was suitable for the team, I explained to my director.” That decision would transform my professional life.
Meeting the Person Who Changed My Professional Path and introduced me to the Power of Networking
During the intense three-day course, everything suddenly clicked into place. ITIL gave meaning and structure to the work we were already doing and showed how it could be improved.
But the real turning point was meeting David Wheeldon. His passion for IT Service Management was infectious, and he generously offered advice and support as I considered becoming a freelance ITIL trainer. His encouragement—and his network—opened doors I hadn’t even known existed.
By early 2003, I was moving into freelance training when David reminded me:
“As a freelancer, having a network of like-minded people is essential.” and he pointed me toward a small but growing organisation near Reading, UK—itSMF.
With nothing to lose, in March 2003, I became an individual member of itSMF UK. That’s when the real journey began.
Becoming Part of the itSMF Community
At the time, itSMF UK was divided into regions. Each region had a Chair, who facilitated events and supported local members. This structure made it easy for newcomers like me to find a community.
Behind the scenes, Executive Sub-Committees (ESCs) carried much of the workload. They relied heavily on volunteers to support the office staff and board members.
It was relatively easy to become a volunteer; you just mentioned it in passing to someone in the office and they welcomed you with open arms. As I was starting out as an independent trainer, I was interested in joining the Qualifications & Certifications (Q&C) committee. I was subsequently copied into an email from Aidan Lawes to Vernon Lloyd, the Q&C Chair – possibly by mistake. Aidan said “I don’t know who she is, I’ve not met her, but she seems keen, perhaps you could arrange a chat?
I was in and spent many productive hours working with Vernon and the team looking at how itSMF UK could promote ITSM and the relevant qualification schemes and researching some of the emerging standards too.
Vernon stood down as the committee chair in 2005 and an election for his successor was required. I put myself forward and was duly elected. By 2006, three years after joining as an individual member, I was now a committee chair, on the itSMF UK board.
However, volunteering quickly became more than just “helping out”—it was now an opportunity to:
- Build lasting professional relationships
- Develop leadership and organisational skills
- Shape the future of IT Service Management
Of these, being part of the team shaping the future of IT Service Management, has probably been one of my greatest professional achievements.
In 2006, Aidan, who by now certainly did know who I was, called me in to the office for a chat. The Office of Government Commerce (OGC) were considering putting the licence to manage their standards and frameworks out to tender. Would I like to be involved and represent itSMF UK on a joint submission with EXIN and BCS? Absolutely, and we set to work. Sadly, however, it became clear that there were bigger players out there with more financial strength and infrastructure and we reluctantly withdrew our bid.
Doors That Open Through Volunteering
Later that year, APMG International became the sole provider of qualifications related to the UK Government's Office of Government Commerce (OGC) methods.
But, as one door seemingly shut, another opened. As the Q&C ESC Chair, I was invited to the handover meeting where APMG formally took over their accreditation duties. I was invited by John Groom who was working at OGC at the time and whom I had only met briefly at a conference. When I asked him why, he said ” there will be someone there that I think you should meet” He subsequently introduced me to Richard Pharro from APMG during a break, we chatted politely for a few minutes and exchanged business cards, then Richard moved on, it was a very busy day for him, and I left at the end of the day feeling none the wiser but out there in the ITSM universe, another lasting professional relationship had just been created.
A few weeks later, Richard called me. He was putting together a team of examiners for ITIL v2 and he was casting around for names of suitably qualified people for the post of Chief Examiner. I immediately knew who a good fit would be and shortly afterwards, my itSMF colleague Barry Corless was announced as the new ITIL v2 Chief Examiner. He returned the favour shortly afterwards and I joined the team as a v2 Examiner for the Managers Qualification.
When ITIL v3 was announced, I became part of the project team designing the certification scheme and later served as Lead Examiner for the ITIL v3 Foundation.
The accompanying books were still being written by the lead authors, but there was already a need for a certification scheme. Over the following months, we designed a framework that continues to shape the learning journey of ITSM professionals worldwide. Collaborating with colleagues across Europe, we created a structure that balanced rigour with accessibility. It was intense, rewarding work—drafting syllabi, reviewing materials, and quality-controlling hundreds of exam questions—but the impact has endured.
What was itSMF doing during this time?
While ITIL v3 was gaining traction, itSMF had also been transforming. New chapters were emerging across the world, and in 2004 this momentum had led to the creation of itSMF International—a governance body designed to guide and support the growing community.
By 2008, I had the privilege of chairing the newly formed International Q&C group, working with chapters across continents and partnering with APMG to ensure consistency in qualifications. It was not without challenges—different languages, minimal resources in some countries, and competing priorities—but it showed me just how powerful volunteering can be when it unites people with a shared purpose.
Back in the UK, I continued my board journey and was elected Vice Chair in 2013. It was a turbulent time: membership was under pressure, governance issues lingered, and leadership changes were frequent. Yet these moments taught me something important: volunteering isn’t always easy, but true impact comes from resilience, collaboration, and never losing sight of the bigger picture.
In 2015, I was elected Chair, working alongside yet another new CEO. By then, most governance challenges had been resolved, but a new question emerged: how could we keep itSMF relevant in a world where ITSM content and events were no longer scarce, but abundant—and often free online?
It was a call to innovate—to reimagine how we served our community and to lean into the values that had carried us so far: adaptability, passion, and connection. We refreshed our Special Interest Groups and gave the annual awards its own dedicated event, allowing us to shine a brighter light on contributors and their supporting organisations.
New topics also began to surface, including a growing awareness of mental health within the ITSM community. I ran the first Mental Health workshop at the annual conference and was both amazed and humbled by the numbers who attended, the stories that were shared, and the compassion shown by colleagues.
When my term as Chair ended in 2019, these mental health sessions continued—and even when the conference moved online during the Covid pandemic, they remained a fixture in the itSMF UK calendar. Today, they still stand as a reminder that our professional community is about more than frameworks and processes; it’s about people.
By this stage, I had been active in the ITSM community for many years, so it was perhaps inevitable that my name had become familiar. Even so, I was surprised when I received a call asking if I would consider joining the itSMF International Board.
This gave me pause for thought. Many people assume itSMFI is just another chapter, but it isn’t. Each national chapter is its own legal entity, largely autonomous, serving its members through the sharing of intellectual property, case studies, experiences, publications, and events.
The International Executive Board (IEB) is a separate entity that provides overall guidance, governance, and support. Serving here demands a very different skillset from leading a chapter. It’s less about deep ITSM expertise and more about enabling the global movement to thrive. The IEB needs accountants, salespeople, project managers, social media experts—people who can strengthen governance, support chapters, and encourage new ones to grow.
I accepted the invitation and joined the board in 2019, serving briefly as Vice Chair in 2021 before taking on the role of Chair from August 2021 to March 2025. This was a period of both challenge and renewal. The community was still grappling with the after-effects of the pandemic: some chapters closed and never reopened; others moved entirely online. Yet even in those difficult years, seeds of growth were being planted.
Today, we are seeing chapters rebuild their membership as the demand for face-to-face connection returns. New chapters are also emerging, and it has been especially inspiring to see the Asia-Pacific region and Africa once again represented after such a long absence.
For me, the true lesson of serving at the international level is this: it isn’t about what you know, but about what you can contribute to the collective growth of a global community.
Lessons Learned from Volunteering
Earlier this year, in my role as Chair of itSMFI, I hosted the EGM where future plans were set out for Chapter leaders. This meeting was also the moment I announced my decision to step aside as Chair after more than 20 years of service. Richard Horton, the Chair-elect, suggested I share my journey as an itSMF volunteer—and the life-changing benefits of being part of this professional community.
One thing to bear in mind though is that although volunteering has its benefits to you, both professionally and personally and obviously also to the organisation you volunteer for, remember that if you have an employer, they need to be kept in the loop too!
I am incredibly grateful to my colleagues at Global Knowledge who have always strived to manage my schedule in such a way to allow me to attend conferences, board meetings and other itSMF events, especially if it also allowed me to connect with our customers, too.
Over two decades with itSMF, I have learned that volunteering gives back far more than it takes. It is not just about giving your time—it’s about:
- Gaining perspective – Seeing how others approach similar challenges.
- Expanding your network – Meeting people who will influence and support your career.
- Creating impact – Contributing to a community that elevates our entire profession.
· Building transferable skills – Learning to collaborate with people outside your direct control is a critical skill in any organisation.
Looking back, volunteering and networking didn’t just shape my career; they defined it.
Why You Should Get Involved
If you’re considering volunteering with itSMF, here are the top three benefits you’ll gain:
- Professional Growth – Enhance your skills beyond the boundaries of your day job.
- Networking – Connect with inspiring people who can change the direction of your career.
- Giving Back – Contribute to a community that supports thousands of professionals worldwide.
A Call to Action
My journey with itSMF started with a chance flyer and a leap of faith. Two decades later, I can confidently say: volunteering and networking can change your life.
If you haven’t already, take that step—join, volunteer, help shape the next chapter of IT Service Management with itSMF.
Rosemary Lott is a Director of Badger and Associates. She is an accredited ITIL trainer and has also contributed to the ITIL framework over as a number of years as an examiner, reviewer and contributing author. Community minded, she has also held voluntary positions as the Chair of itSMF UK and itSMF International