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20 of the Best ITSM Thought Leaders of 2017

07/17/2017 by: Jenny Hernandez

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Influential people are everywhere – whether at home or in the workplace, there is always that inspiring person that goes above and beyond to stand out. A ‘thought leader' in the IT Service Management (ITSM) world focuses on a very specific area within IT. So what is a thought leader? How do insights from these people apply to my job? What can I learn from this group?

Forbes defines a Thought Leader as, "an individual or firm that prospects, clients, referral sources, intermediaries and even competitors recognize as one of the foremost authorities in selected areas of specialization, resulting in its being the go-to individual or organization for said expertise."

Many IT Service Management skeptics believe that there is no future ahead for this industry, which would mean the slowly diminishing value of thought leaders. From my vantage point, one thing very clear – the evolution of ITSM software is only getting started. IT leaders and their teams can tackle challenges ahead and harness the opportunities that accompany this evolution – and their thought leadership will be a great resource of information.

In this blog, we take a look at 20 of the best ITSM Thought Leaders of 2017 – with their in depth ITSM knowledge, they can provide a wealth of knowledge and insight on current trends and valuable predictions about where ITSM is headed. So here's this year's list in alphabetical order.  

1. Alan Berkson                                                      alan berkson.jpg

Director of Community/Analyst Relations at FreshWorks Inc. He is a Tedx speaker who is currently writing the book 'Control Scale', and is all about IT communication. Follow him on Twitter and LinkedIn

2. Barclay Rae                                                        barclay rae.jpeg

Consultant, Analyst, Writter, and CEO of itsmfUK. He provies service on his website (, with consulting services on 'ITSM goodness'. Follow him on LinkedIn and Twitter.

3. Claire Agutter                                                     claire agutter.jpg

Lead tutor at ITSM Zone and is the director of Scopism. She provides expert advice on ITIL, DevOps, and the Agile enterprise. Follow her on LinkedIn and Twitter.

4. David Mainville                                                   david mainville.jpg

CEO and co-founder of Navvia. He is extremely passionate about IT Service Management. Follow him on LinkedIn and Twitter.

5. Earl Begley                                                         earl begley.jpg

IS Project Director and Freelance Writer. A self-proclaimed "Service management dude" that touches on ITIl and Change Management within his platform. Follow him on LinkedIn and Twitter.

6. Fabienne Neymarck                                           fabienne neymarck.jpg

Reverse Logistics Manager for ascendo. An at-home influencer in France that enjoys talking about the evolution of ITSM Artificial Intelligence (AI), and the Internet of Thing (IoT). Follow him on Twitter.

7. Greg Sanker                                                      greg sanker.jpg

An IT professional for over 30 years and the creator of ITSMTransition. He likes to focus on talking about the nature of ITSM. Follow him on LinkedIn and Twitter.

8. Howard Kendall                                               howard kendall.jpeg

Founder of the Service Desk Institute who is committed to the customer service side of ITSM. He is one of the most well renowned Help Desk Expert's of Europe. Follow him on LinkedIn and Twitter.

9. John Custy                                                      john custy.jpg

A service manager, consultant, and educator from JPC Group. He provides consulting services to organizations seeking to improve their customer services. Follow him on LinkedIn and Twitter.

10. Jayne Groll                                                    jayne groll.jpg

CEO of DevOps Institute, and President of ITSM Academy. She is passionate about transforming the IT through people, process, and automation. Follow her on LinkedIn and Twitter.

11. Karen Ferris                                                  karen ferris.jpeg

Director of Macanta Consulting. She is a well renowned keynote speaker, providing ITIL training and service management consulting. Follow her on LinkedIn and Twitter.

12. Lonnie Mcrorey                                            lonnie mcrory.jpeg 

Technologist who provides Chief Information Officer (CIO) news through product development, mentorship, and being a community organizer. Follow him on Twitter.

13. Marlon Molina                                              marlon molina.jpg

Director of ComputerWorld University. A bilingual tech enthusiast who loves to see the transformation of humans with Technology through discussing Big Data and ITIL. Follow him on LinkedIn and Twitter.

14. Neely Loring                                                neely loring.jpeg

Founder and President of Matrix IBS. He likes to talk about cloud and datacenter, especially anything 'as a Service'. Follow him on LinkedIn and Twitter.

15. Ollie O'Donoghue                                       ollie o donoghue.jpg

Senior Research Analyst at HfS Research. He enjoys covering IT service related topics such as cloud and automation. Follow him on LinkedIn and Twitter.

16. Paul Wilkinson                                           paul wilkinson.jpg

Writer, speaker, and consultant for Ltd. He combines his PR and social media expertise with SaaS-based construction collaboration technologies to formulate his expert opinions. Follow him on Twitter.

17. Quentin Adam                                            quentin adam.jpg

CEO of Clever Cloud that empowers the development of software companies since 2010. Follow him on LinkedIn and Twitter.

18. Roy Atkinson                                             roy atkinson.jpg

Senior Writer and Analyst for HDI, you can find him on Twitter focusing on customers and how to lead in the IT circle. Follow him on LinkedIn and Twitter.

19. Stephen Mann                                           stephen mann.jpg

ITSM Industry Analyst for ITSM Tools, who likes to chat about service desk and ITSM (you can also find some of his blogs for SunView, too). Follow him on LinkedIn and Twitter.

20. Troy Dumoulin                                          troy dumoulin.jpeg

Vice President of Research and Development at Pink Elephant, who is passionate about IT Governance and lead IT, who is also a frequent speaker and author. Follow him on LinkedIn and Twitter.


So that’s a look at the 20 most influential ITSM thought leaders. Who would you like to add? Let us know in the comments section below!

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