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Board of Management
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How does itSMF Australia operate?

The itSMF operates as a non-for profit organisation with a presence in all states and territories and is managed by a Board of Directors with diverse industry backgrounds.

This Board of volunteers is elected at each Annual General Meeting and consists of the Executive: Chair, Deputy Chair, Treasurer and Secretary and four Ordinary members. The Chairperson of each state or territory Branch also attends Board meetings and contributes to the management of the organisation.

itSMF Australia is based in Melbourne where our national office staff deliver Member Services, Events, Administrative Support, Marketing and Accounting functions. 

For a copy of the itSMF Australia Constitution & Rules please click


 Bradley Busch - Chair

Bradley has been involved with the itSMFA since 2002 and has contributed to the NSW Committee as a committee member, Special Interest Group co-ordinator and now represents NSW on the Board of Management in the role of Chair.



 Brendan Cullen-Deputy Chair

Seasoned ICT professional with more than 20 years’ experience.  An accomplished Consultant, Service Desk Manager, Project Manager and Incident / Problem Manager with a solid track record of delivering customer centric and business outcomes in mission critical ICT environments. 
His experience spans a range of industries including Financial Services, Online Gaming, Utilities & Government (Police, State Development, TAFE SA & Health)





Troy Latter -Treasurer

Troy is working with several key Federal Government Departments as a senior consultant specialising in OCM/MOC and introducing value through digitising processes, people and emerging technologies and methodologies - namely IT4IT, Agile, Dev Ops and IoT.

Troy is currently engaged at the Department of Defence, Department of Finance and the Department of Human Services to introduce and manage the effective transformation of business outcomes, information sharing (including visualisation), digitisation and supplier management.  For successful transformation, Troy assists organisations adopt different behaviours that are scalable across the Whole of Government (WofG) and the wider Australian community. As a result, greater information sharing, understanding and acceptance of best practices have occurred. 

To achieve this with velocity and effectiveness, Troy works with the executive and their teams to ensure that organisational change (people, tools, data, policy and processes) is recognised, communicated and enacted. This has allowed processes and policy to be executed in a transitioned environment, whist allowing WofG opportunities to be achieved in an automated orchestration.

Troy’s work underpins benefit realisation by achieving awareness, understanding and adoption of the transformation outcomes through collaboration with internal stakeholders and their external service providers.



Kathryn Howard - Conference Director

Kathryn is an independent consultant with over 20 years experience in ICT service delivery and service management.  She has been a member of the itSMF since 2005 contributing in recent years as a NSW Committee member, co-ordinating Special Interest Group meetings and was elected NSW State Branch Chairperson in 2010.





Janet Holling - Awards Director

Janet is a service and customer focused professional and service management practitioner with over twenty years’ experience in service industries.

She gets her kicks leading highly effective teams, driving operational improvements and delivering great service, and service improvements to delighted customers. Janet has worked across the private and public sectors, and consulting services in Melbourne, Geelong and Perth.

Janet has served on the itSMF Australia Victorian committee since 2012, and was Chair from 2017-18. She has been a member of the National Conference organising committee for three years and is thrilled to have been elected to the Board in 2019, and into the position of National Conference Awards Director.


Rose Dyson Director

Rose is an enthusiastic, experienced and knowledgeable Agile Service Management consultant, educator and leader Rose is customer oriented and thrive to delivery quality outcomes in the most efficient way possible. So, projects can get quicker successes. Rose has more than 20 years experience in the IT industry that ranges from IT operations and support, application development, project and customer management and IT solution development. Since 2004, Rose has been dedicated to IT Service Management consulting and education.

Rose has been involved in ITIL process design/implementation/improvement, ITSM tool alignment and IT Transformation projects in organizations of all sizes in Australia, Singapore and Hong Kong, including the largest ITIL implementations at Government Departments in Australia. Since 2004, Rose (an ITIL Expert) has successfully delivered ITIL related training to thousands of people in Australia, NZ, Singapore and Hong Kong, including corporate executives, business and technical managers, technical specialists, service desk staff and administrative (non-technical) staff from a variety of industries at small and large organisations. 

Rose has also been recognised for her contribution to the IT Service Management community in Australia while volunteering to the ITSMF Victoria Chapter and for leading a group of ITSM elite professionals while in the Victoria Chairperson role. She has been a member of the Victoria Chapter management committee since 2007 and is still contributing in the promotion and further develop of ITIL and other ITSM related practices and ensuring that itSMF members receive the value they expect from the ITSM Forum.  Rose is constantly updating her knowledge and expanding her experience that now also covers Agile Service Management, Scrum and DevOps. Rose is an engaging communicator and knowledgeable and passionate about Service Management.


Harry Powell - Director

Harry has been an individual member of itSMF Australia since October 2007 and was a founding member of the South Australian Branch. He has been an itSMF Board Director since 2005 as well as Deputy Chair and a regular attendee of State Branch Seminars and National Conferences.

Harry has 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, Harry became a member of itSMF Australia because he wanted to make a contribution to the ITSM industry and participate in its development.


Wilma Weaver - Director

As an established professional in the ICT Industry, Wilma is highly accomplished across a range of Account Management and Senior Service Delivery roles and responsibilities. Wilma takes pride in a career built from the front line Service Desk to her most recent roles including NEC Account Director for NTG Department of Education and her recent transition to Senior Service Delivery Manager within NEC Victoria, Customer Engagement.  Wilma has a strong customer focus and has built trusted relationships with her customer base over 25 years working within and servicing the Northern Territory Government until her move to Victoria, early 2020.

Wilma has been a committed member of itSMF Australia for approximately 10 years.  In 2012 she was elected as State Branch Chair for the NT Branch during its inauguration and was heavily involved in the establishment of the NT Branch.  Over the past 8 years contributing to a number of roles on the NT State Branch Committee. As Branch Chair, in 2017 Wilma led the NT itSMF involvement in the inauguration of the NT Digital Excellence Awards in partnership with other IT Industry Associations within the NT including ACS, ICTNT and AISA, and she continues as a voting member of this committee.

Wilma is passionate about creating value and the best possible experience for the customers of IT Service Management and equally passionate about the connection and development of IT Service Management professionals. Wilma is proud of her leadership in building high performing teams, developing and supporting new leaders with a particular interest and focus on culture.  Her core strength is in building trusted business relationships with a focus on the customer experience and continual service improvements that exceeds delivery expectations.

Wilma believes in a common-sense approach to IT Service Management applying best practice standards with flexibility that compliments the business drivers. She believes strongly that IT Service Management and building capability is critical to success in the ICT industry, as technology on its own does not deliver.

Wilma is a certified ITIL Expert, ACS Senior Certified Processional and recipient of the 2017 NT Digital Awards - ACS ICT Professional of the Year, and recipient of an ACS Gold Digital Disruptor Award at the 2018 ACS Digital Disruptor Awards in Melbourne. 


Feisar Joya - Director

Senior Executive with a Master of Business Administration MBA, Certified ITIL Expert and more than 20 years’ track record of leading teams to deliver on operational requirements, exceeding customer expectations and ensuring the on-time delivery of business solutions while identifying opportunities for improvement and growth.

Feisar is dedicated to developing the client experience through strong advocacy for the customer experience, working closely with users, industry organizations, government agencies and IT luminaries. His approach to service management boosts value to his organization as well as to clients and users.

Feisar provides strategic and high-level leadership ensuring services are cost effective delivered to agreed service standards. He drives service delivery and relationship management ensuring collaborative strategic internal and vendor relations, drive of service improvement initiatives, drive customer service standards and manage financial performance.

He leads teams through change while ensuring appropriate service support frameworks, models, processes, environment, technology and expertise is ideally balanced to deliver high quality services. Feisar is passionate about transforming an organization’s culture and customer experience.


 Murali Ramakrishnan  - Director

Murali is an experienced consultant, focussing on the areas of continual improvement, governance, service management and business process management.  Murali helped clients to become customer focussed, improve operational efficiency and achieve sustainable results in diverse domains including financial services, higher education, utilities and transport. Murali has a long association with IT Service Management Australia and has successfully initiated and managed Special Interest Groups in South Australia.

Murali’s qualifications include a Masters degree and MBA. He is pursuing his PhD in ITSM and knowledge management.  As part of his research, Murali is building a holistic knowledge repository for ITSM practitioners. The knowledge repository has been recognised by itSMF Australia through the Annual Innovation Award in 2019.

Murali currently lives his family at Brisbane. Murali has keen interest in the Indian classical music. He performs and teaches the Indian bamboo flute.


Brian Hughes  - Director


  • 20+ years’ experience in managing and/or leading ITSM, operations, development and consulting. Former Director of itSMF Ireland and instigated Availability Management SIG in UK.
  • Worked with companies in Telecoms, Health, Manufacturing, Pharmaceutical, Government, Retail, Defence, Manufacturing, Aerospace and Banking.


  • IT Service Management Expert (ITIL v3), ISO20000 Lead Auditor, SLM & Availability Management Practitioner, IT4IT Foundation.
  • Consulting and Practitioner
  • Held various roles including Service Delivery Manager for a large multi-national Telcom solutions provider, managing internal and external providers, to achieve SLAs, improve outcomes and embed best practices
  • Planning, design and implementation of ITSM business value outcomes (value flow, process, technology, people, partners) to achieve transformation objectives.
  • ROI Analysis, ITSM Transformation Experience, Workshop facilitation, current state ITIL maturity assessment, gap and requirements analysis, and roadmap
  • Management of Organisational Change – Stakeholder Analysis, Barrier Assessment, Communication & Engagement Plans, Training & Education Plans, and Value Management

       Previous engagements
  • Previously as an independent ITSM Consultant; a Business Value Consultant andITSM/ISO20000 Consultant for HP and thus working with leading companies in Europe and APJ. Before that as an Office Automation Analyst, Project Manager, Software Engineer, Quality Manager, Availability Manager, and Senior Service Delivery Manager.


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