Karen Ferris is an internationally acclaimed service management consultant with a reputation for providing both strategic and practical advice and insights for organisations in their implementation and maintenance of efficient and effective Service Management. She is a sought after keynote speaker and has been delivering presentations since 1999 and has been acclaimed as “inspiring”, “thought provoking”, “insightful”, and “providing practical and useable guidance”. She has worked as a Service Management practitioner, trainer, consultant and manager since 1994 and has assisted organisations across a breadth and range of industries in their service management initiatives. Awarded the inaugural Service Management Champion accolade by the IT Service Management Forum (itSMF) Australia in 2007, she was also awarded the Presidents Prize for best speaker at the Australian National Conference in 2005. She holds many accreditations including ITIL Expert (Version 3) and ISO/IEC 20000 Consultant and is a Fellow of priSM (Professional Recognition for IT Service Management). Karen is a Director on the itSMF Australia National Board with the portfolio of publications. She is a member of the itSMF International Editorial Advisory Taskforce (EAT) working on the establishment of an international service management library. She was a member of the ITIL Advisory Group, which oversaw the creation of ITIL Version 3 and the Lead Assessor for the Continual Service Improvement publication. Karen is the creator of the world-leading eco-ITSM service that provides organisations with a measure of the sustainability of their Service Management processes, activities and functions. The intent is that sustainability will be built into each process, activity and function across every stage of the service lifecycle. The outcome will be that sustainability practices will be embedded into business as usual across the organisation with everyone who executes Service Management processes contributing to the reduction of the carbon footprint of not only IT but also the business. Further information can be found at www.eco-itsm.com.au