The concept of ITSM has existed for decades. That being said, technology continues to evolve, as do best practices. To make sense of these changes (and to make the right choices), we rely upon the opinion of experts in the field.
We’ve rounded up the top 20 thought leaders in the ITSM field. These picks are based on the analyst’s experience, publication, clients, and social reach. Their commentary is incisive, thoughtful, and intelligent.
|ITSM Thought Leader||Description||Years in Business||Number of Social Followers||Big Name Clients||Number of Publications||Number of Times They've Been Referred to as a Thought Leader||Score|
|Claire Agutter||Agutter has been an ITIL lecturer for 11 years. She has provided online training to hundreds of hundreds of successful Foundation delegates. Moreover, she has been involved in exam panels for ITIL V2 and V3. Follow her on LinkedIn and Twitter.||11||6914||3||6||2||3|
|Jeff Rumburg||Rumburg is co-founder and CEO of MetricNet and former CEO of the Verify Group. He developed the Balanced Scorecard approach to looking at KPIs. You can follow him on Twitter and LinkedIn.||28||1489||161||20||3||4|
|Aprill Allen||Allen is an independent research consultant. She's also a certified KCS trainer and a best practice consultant. You can follow her on Twitter and LinkedIn.||21||3508||10||1||2||3|
|Roy Atkinson||Atkinson is an expert in ITSM, with over 20 years in the field. His publications have established his reputation as a go-to thought leader. You can follow him on LinkedIn and Twitter.||22||19672||1||12||10||3.5|
|Stuart Rance||Rance has decades of experience in ITSM. He's helped clients around the world improve their IT service operations. You can follow him on LinkedIn and Twitter.||39||5621||2||14||2||4|
|Scarlett Bayes||Bayes serves as the Service Desk Institute's resident industry analyst. Her increasing insights into the field provide a new angle on ITSM issues. You can follow her on Twitter and LinkedIn.||1||725||0||1||1||1|
|Nate Brown||Brown is a customer service expert and co-founder of CX Accelarator, a community of like-minded customer service professionals. You can follow him on Twitter and LinkedIn.||11||8026||1||1||1||1.5|
|Gregg Gregory||Gregory has extensive experience strengthening customer service teams to deliver a better results to end-users. You can follow him on LinkedIn and Twitter.||22||2326||300||2||1||2.5|
|Sally Bogg||Bogg is the Head of End-User Services at Leeds Beckett University. Her willingness to share her experience has made her a sought-after thought leader in the UK. You can follow her on Twitter and LinkedIn.||12||2365||1||1||1||1.5|
|Julie Mohr||Mohr is an author, speaker, and expert in IT frameworks. Her years of experience have given her unique insight into how to improve IT operations. You can follow her on LinkedIn and Twitter.||22||3093||4||3||2||3|
|Matthew Burrows||Burrows is a skills management expert with experience helping IT professionals improve their capabilities. You can follow him on Twitter and LinkedIn.||21||5390||22||7||2||4|
|Daniel Breston||Breston has over three decades of experience in the ITSM field. His approach blends Agile, Lean, DevOps, and ITSM to help businesses get the most from their investments in technology.||30||2310||4||10||1||3|
|Chris Chagnon||Chagnon is currently a PhD student with a keen interest in ITSM. You can follow him on LinkedIn and Twitter.||11||1774||1||1||1||1|
|Jeff Toister||Toister is a customer service expert with over 20 years of experience. He has authored three books. You can follow him on LinkedIn and Twitter.||20||9508||4||3||6||3.5|
|Rob England||England has garnered a reputation for his clear-eyed analysis of IT trends, including ITSM. He has authored several books. You can follow him on Twitter and LinkedIn||32||9970||5||8||1||4|
|Mauricio Corono||Corona has served as an official reviewer of ITIL 2011 as well as the ITIL practitioner certification. You can follow him on Twitter and LinkedIn.||11||4236||4||2||1||2|
|Stephen Mann||Mann is the principal analyst at ITSM.tools, an industry analyst firm. You can follow him on LinkedIn and Twitter.||28||9149||0||50||2||3.5|
|Ivor Macfarlane||Macfarlane has almost three decades of experience in the ITSM space. You can follow him on Twitter and Linkedin.||29||961||3||4||2||3|
|John Custy||Custy has nearly four decades of experience in the ITSM sphere, including having obtained a number of ITIL certifications.||39||2192||2||2||1||2.5|
|Kirstie Magowan||Magown has been writing about ITSM issues for almost 20 years. You can follow her on LinkedIn and Twitter.||19||3525||1||1||N/A||1.5|
Interested in reading more thought leadership on the ITSM field? Download From ITSM to ESM: The Evolution of the Digital Enterprise.