Print Page   |   Sign In
itSMF International Board
Share |





Phyllis Drucker - itSMF International Chair & Revenue Streams Portfolio Lead

I am a Senior Consultant with Linium and have more than 20 years’ experience in Business/IT Strategy, IT service management, governance, customer service and support, process design and implementation, project management and team building as well as experience in running a business. I’m ITIL® v3 Expert Certified, an Accredited ITIL® Trainer and currently studying for VeriSM certification. I’m also an accomplished and experienced speaker and writer on Service Management, Metrics and Service Desk.


My passion is sharing my experience with others through my volunteer activities with itSMF. I’ve served itSMF USA as a volunteer since starting the South Florida Local Interest Group in 2004. The LIG was awarded LIG of the year in 2005, after which I began a term on the itSMF USA Board of Directors. After serving as Chair of the Membership Committee, I served on the Executive Committee as Secretary, until accepting the role of Operations Director in 2008. I served in that position for three years during a failing economy that threatened the organization due to falling memberships and conference revenue.  To save the organization, I worked with the BoD to change conference providers and join forces with a competing event, resulting in revenue that put the organization back on sound financial footing.


With so much change afoot, at this point I’d like to turn my talents to the International board, bringing my wide-ranging experience to that arena. While on staff at itSMF USA, I supported two successful Chapter Leadership Conferences forging relationships with a number of people who remain involved with itSMFI today.


In the last few years I have become an author of Service Management Online: Creating a Successful Service Request Catalog (International Best Practice publication) and have traveled to both Spain and New Zealand to present at their annual conferences. I continue to blog for several sites and contribute white papers and spoken content to the profession. 


Phyllis can be contacted on 1-954-649-4770





Tom Fossett - Director - Vice Chair & Member & Chapter Relations Portfolio Lead

Tom is the current President of itSMF Spain and is Certified in ITIL Service Manager in 1999 and ITIL Expert in 2011. He has more than 20 years of experience  in IT service management. Director of A1e Systems. Founder of itSMF Spain and President since 2005. He was a consultant with Pink Elephant and currently leads ITIL courses as well.


Tom can be contacted on






Clive Keylard - Treasurer & Levy Working Group Lead

Clive is passionate about Service Management and the benefits it can bring to individuals and organisations. He has been a member of itSMFnz since 2008 and became President in 2016 after a number of roles as Treasurer, Director Membership/Marketing and Events Director.

As itSMFnz Chair he leads a dedicated band of volunteers to provide services and value to members throughout the country. He has extensive experience in customer service roles and a commitment to customer service excellence. His background and experience gives him an insight into the demands and needs of customers and the responses (successful and otherwise) of service providers to these needs.

He currently works at the University of Canterbury as an Integration Services Manager supporting service delivery of key applications for both staff and students.

Clive likes spending time with family and friends.


Clive can be contacted on +64 27 705 9427





Rosemary Gurney - Director 


I joined itSMF UK in 2003, on the recommendation of David Wheeldon, as good way to introduce myself to the ITSM community and to network with colleagues.


I joined the UK board in 2006, became Vice Chair in 2013 and Chair in 2015. I also chaired the International Q&C committee. itSMF has also given me numerous opportunities to work with other likeminded people around the world, to travel to speak at other conferences and build long lasting friendships.


David was right, this organisation is all about our community and the ability to work, share, learn and grow to meet the needs of our individual chapters but also to see across boundaries.


The future of the itSMF brand has great potential, but I believe the current model isn’t working. The international movement must take a proactive role in better unifying our community in a way that meets the requirements of an evolving audience. Closer, more relevant working relationships with chapters has to be priority if we are to remain relevant and credible within the industry. 


My day job  is as an ITSM Consultant and trainer and I also work with Axelos as a contributing author and examiner.


Rosemary can be contacted on




John Deland - Director 


John Deland is an Information Technology Specialist with over thirty years’ experience, specializing in Enterprise Service Management.

Mr. Deland has a solid background in service management and has performed transformation projects and process development work on numerous large-scale enterprise-scale deployment projects.

As a transformation professional primarily focused on industry frameworks, standards and methods, Mr. Deland provides guidance in planning, managing, mentoring, training and project delivery in support if business outcomes which rely on IT Services.

Mr. Deland is certified in the ADKAR Management of Change transformation framework and holds various instructor certifications, including an ITIL V2 Service Manager and V3 Expert Certificate (APMG) and the Microsoft Operations Framework (MOF) Train the Trainer certification. Mr. Deland has taught ITIL and MOF classes for 20 years, having certified many thousands of students.

Mr. Deland is Past-President and Chairman of the National Board of Directors for ITSMF Canada and Past-Director of itSMF International. Mr. Deland holds several Service Awards for his volunteer contributions to Service Management, has contributed, in differing capacities, to several ITIL publications releases and often presents or MCs at ITSM conference events.

Mr. Deland has delivered ITIL and Management of Change (MoC) training for major organizations such as Allstate Insurance, Boeing, Harvard University, Bell Canada, CGI, Sierra Systems and General Dynamics as well as numerous Federal and Provincial government agencies.

Mr Deland is fluently bilingual and currently holds a Government of Canada Level II Secret clearance CSIS file number 710082547 valid thru 2022-11-19.

John can be contacted on



Harry Powell - Director


Harry has been an Australian Chapter Board Member since 2005, a founding member of the South Australian Branch and joined the International Board in February 2018. Harry has held many positions in the Australian Chapter including:

·        Secretary of the National Board

·        A member of the South Australian Branch Committee for over 10 years

·        Director, Strategic & Business Planning of the National Board

·        Deputy Chair of the National Board

·        Acting Chair of the National Board

Harry is a past speaker and regular attendee of State Branch Seminars, Special Interest Group meetings and National Conferences.

Harry has an ITIL Expert qualification and over 30 years of experience in the IT Industry; his current role with the South Australian Education Department provides Curriculum IT support to Schools & Preschools via a panel of service providers. As a Service Management professional, he became a Director of itSMF International because he wants to make a contribution to the ITSM industry and participate in its development.

Harry can be contacted on +61 413 009 693


Administrative Support is provided by itSMF Australia – Contacts are as follows:


Bruce Harvey - Company Secretary

Over a successful career providing consultancy and training to small and medium sized organisations and in multiple management appointments, Bruce has developed extensive experience in corporate governance, enterprise and operational risk management, strategic development, sales and marketing, financial management and administration.

Bruce is a qualified Civil Engineer and Municipal Building Surveyor and hold a Certificate in Co-operative Management and a Masters in Applied Finance.  He is also a graduate of Australian Institute of Company Directors.

Bruce can be contacted on


Michelle Crawford - General Administration 


Michelle commenced her role as the International Administration Officer in July 2014, when Australia was successful in bidding for the Administrative Contract

She also continues in her role as the Admin Officer for the Australian Chapter, which she started in June 2011. 

The administration role encompasses everything from processing the mail, answering phone calls & incoming email enquiries, booking flights and accommodation, paying suppliers, purchasing stationery, looking after petty cash & expense claims, reconciling accounts, processing seminar feedback, updating member information, invoicing, and specifically for the international community, collating International contacts, keeping a register of legal documents, attending International meetings, sending out emails and following up with Chapter Chairs

Michelle has enjoyed a long career in office administration and has many years of experience in a variety of different sectors, including manufacturing, mining, tourism & electrical.

Michelle can be contacted on


Sheryl Kingsley - Marketing Administration 

Sheryl is the Manager of the itSMF Australian National Office. She assists the eight Australian State and Territory Branches with their 36 Seminars each year. She has many years experience in Executive Assistant and Administration Manager roles across numerous industries. Sheryl also maintains the Australian & International websites.

Sheryl can be contacted at  



Association Management Software Powered by YourMembership  ::  Legal