Welcome to the Open Source Service Catalog Community. This community is dedicated to the creation, sharing and distribution of Service Catalog and Service Portfolio best practices. The community is managed and maintained by independent IT practitioners committed to helping you deliver greater IT value and to foster better IT-Business alignment.
As an Open Source community – your contributions are critical to building and fostering a vibrant forum to achieve our goals. The discussion forums, articles, downloadable Service Catalog templates are all there for you to contribute, comment on and add to. Our Editorial Advisory Board includes representatives from world-recognized Fortune 500 organizations, industry analysts firms, leading systems integrators and Service Catalog solution vendors to ensure the best practice Service Catalog templates you can download from this site are just that – Best Practices.
Open Source Service Catalog Community Editorial Advisory Board
The Editorial Advisory Board of the Open Source Service Catalog Community is comprised of IT professionals, analysts, ITIL consultants and other thought leaders from the IT and Service Catalog community. It is the charter of the Editorial Advisory Board to ensure that the Open Source Service Catalog Community remains vibrant and relevant. The Board initiates and reviews the editorial content of the site to ensure relevancy, meaningfulness and usefulness of the content. This group reviews and approves Service Catalog best practices on the site and drives Service Catalog standards in relevant areas including:
- Service Definition Model
- Service Catalog Content
- Service Offering Content
- Service Request Content
- Service Pricing Guidelines
- Service Catalog Methodologies
Editorial Advisory Board Roster
Chairman
Members
- Loy Allen, Perot Systems
- Charles Betz, Author
- Eric Borboen, Blue Infinity
- Kris Brittain, Gartner
- Troy DuMoulin, Pink Elephant
- Martin Gandar, Butler Group
- Chip Gliedman, Forrester
- Brian Grafsgaard, QBS
- Char LaBounty, LaBounty & Associates, Inc.
- Michael Nieves, Accenture
- Don Ottomano, Column Technologies
- Kirk Rothenberger, IT Director
Editorial Advisory Board Biographies
Loy Allen
Loy Allen is a Director in the Consulting and Application Solutions unit of Perot Systems. He has held technical, managerial and consulting positions in information technology for thirty-seven years. For the last 10 years, Loy has advised Perot Systems’ consulting clients, applying the principles and concepts of process management, organizational change management and technology enablers combined with the best practices of ITIL and IT Service Management to improve the effectiveness and efficiency of the delivery of IT services.
Loy has been a guest speaker at itSMF and other industry group conferences, authored methodologies and developed training curriculum. He has a Bachelor of Arts degree in Economics from the University of Missouri-St. Louis and has an ITIL Foundation certificate.
Charles T. Betz
Charles Betz is a Senior Enterprise Architect, and chief architect for IT Service Management strategy for a US-based Fortune 50 enterprise with a $1.3 billion IT budget. He is author of Architecture and Patterns for IT Service Management, Resource Planning, and Governance: Making Shoes for the Cobbler's Children (Morgan Kaufman 2007). Charles has held architect positions for Best Buy, Target, and Accenture, specializing in IT governance, ERP systems, enterprise application integration, metadata, and configuration management.
A popular guest expert, he has presented at ITSMF 2005, ITSMF Midwest Regional 2006, Shared Insights Enterprise Architecture and BPM Conferences 2005-2007, and the Data Management Association/Wilshire Metadata conference since 2003, this year by request to present a half day “ITIL for Data Managers” session. He is the author of the www.erp4it.com weblog. Charles holds a Master of Science in Software Engineering from the University of Minnesota and is Foundation Certified in ITIL and an ITIL v3 reviewer.
Kris Brittain
Kris Brittain is a vice president and research director in Gartner Research. Her research focuses on IT service and support strategies such as IT service management, best practices, performance metrics, technology solutions and understanding return on investment. Her twenty-five years of IT industry experience include eight years at Gartner, three years as the Service Business Unit Direct for IBM/Tivoli and fourteen years with Apple Computer as a National Evangelism Manager.
Kris has a B.A. in Spanish and business administration for Indiana University. She also has an advanced executive education certification for the Kellogg Graduate School of Management.
Eric Borboën
As a senior strategic and operations professional with a proven track record for leading international programs, Eric has provided consulting services to global organizations facing complex IT problems to help them make tangible and visible progress in the area of Program and Service Management. Eric started his career at Digital Equipment Corporation’s European HQ, progressing through the ranks from Line Manager to Senior Program Manager, finally becoming Head of IT and Processes for European Channel Operations. After Compaq acquired Digital in 1999, Eric co-founded a Consulting Services company, which he led as CEO and provided consulting services to a number of large corporations.
Eric joined blue-infinity as an Engagement Unit Manager in 2002 for the Service Management unit, which he created and currently leads. His team of ITIL-certified consultants focus on providing top-tier consulting services in the areas of IT Service Management, Service Desk, Service Catalog, Program Management, Change Management, Enterprise Content Management and Infrastructure Architecture and Migration Strategies (for Active Directory, Email, Desktop/Servers). International customers have included Deutsche Post, DHL, Altria, Philip Morris, UBS, Credit Suisse, Chopard, SwissCom, SwissLife, HP Canada, the City of Lausanne, and the Canton of Geneva. In 2007, Eric was named Senior Manager for blue-infinity’s Technology Infrastructure group. As Senior Manager, he is responsible for Operations Management for the five units in the group.
Troy DuMoulin
Troy DuMoulin is Director of Product Strategy at Pink Elephant. His main focus at Pink Elephant is to deliver strategic and tactical level consulting services to clients based upon a demonstrated knowledge of organizational transformation issues. He is an experienced Executive Consultant with a solid and rich background in business process re-engineering. Troy holds the Management Certificate in ITIL and has extensive experience in leading Service Management programs with a regional andglobal scope.
Troy is a frequent speaker at ITSM events and is a contributing Author for the ITIL “Planning to Implement IT Service Management Book.” He also works with ISACA on COBIT v4 development.
Rodrigo Flores
Rodrigo Fernando Flores is the founder and chief technology officer at newScale, the leader in IT Service Catalog software solutions. Prior to founding newScale, he created and released more than 20 software products that are used today by millions of enterprise users. Previously, Rodrigo led the development and market launch of Action Technologies' Metro products. Metro is in use at more than 100 Global 2000 corporations, and the winner of multiple product awards. He also served as vice president of product management and as director of marketing at Action Technologies. Rodrigo holds three patents on workflow technology, co-founded the Workflow Management Coalition and was its first vice chairman.
Rodrigo received a bachelor's degree in management from St. Mary's College in Moraga, California.
Martin Gandar
Martin Gandar is an Associate Analyst with the Butler Group, an independent analyst firm in the United Kingdom. Butler Group is the IT End User division of Datamonitor Plc and is a leading provider of Information Technology research, analysis, and advice. Founded in 1990, Butler Group is respected throughout the business world for the impartiality and incisiveness of its research and opinion. Martin has over 25 years experience in technology management, including roles such as Head of IT at a Lloyd's Underwriters, Systems Architect with Scicon/EDS, Management Consultant with Ernst & Young, and Director for a subsidiary of Unisys.
Martin speaks for Butler Group on a wide range of issues reflecting his breadth of experience. Most recently, he authored a Butler Group white paper entitled “The Service Catalogue and the CMDB.”
Chip Gliedman
Chip is a vice president with Forrester who researches using management processes, technology architectures, business applications, and external service providers to provide the maximum value to internal customers of IT through the service desk and external customers of an organization through customer service and contact centers.
Previously, Chip developed the Total Economic Impact (TEI)™ model and program to help clients make decisions about the overall financial value of IT strategies. Chip has 20 years of experience in the IT industry, and has delivered presentations and workshops worldwide to audiences ranging from four to 400. His work on calculating and communicating the value of IT and IT projects was the subject of a cover story in PC Week and has been featured in InformationWeek (US and Germany), CIO Magazine (US and Canada), Business Week, and numerous other business and trade publications.
Brian Grafsgaard
Brian Grafsgaard, PgMP & PMP, is the Director of Professional Services at QBS, a Minnetonka-based professional services firm specializing in the definition and delivery of business and technology solutions from strategy to acceptance and implementation. In June 2007, Brian became one of the first certified Program Management Professionals (PgMP) in North America and one of fewer than 50 people worldwide to attain this certification. Brian is involved with PMI at the local and national level and was one of thirteen people initially selected by PMI Global to help author the new Program Management certification exam. He has been a practicing PMP since 1998 and has over 22 years of experience leading the development and integration of complex, enterprise-class solutions on multiple platforms as a Program and Project Manager.
Brian also has experience implementing enterprise solutions that enable business processes—while lowering total cost of ownership—through the definition and continuous improvement of actionable service catalogs and ITIL disciplines. Brian was formerly responsible for the business-to-IT Service Catalog at a Fortune 50/Global 100 company and is ITIL V2 & V3 Foundation certified.
Char LaBounty
Char LaBounty is founder and President of LaBounty & Associates, Inc., a service management consulting firm focused on the growing field of customer support services, dedicated to providing quality technology service and support practices that enhance client’s business initiatives. Char has over 20 years of executive leadership experience in the technology service and support industry, directing IT Support for organizations including Norwest Corporation and Disney Worldwide Services, as well as serving as the Director of Membership Services for the Help Desk Institute.
Char has authored several books and published industry research on Outsourcing and has published many articles on the topics of technology service and support. Char is a much sought after speaker at technology and service and support events around the world, and has dedicated her career to providing sound customer service practices. Char is the past chairperson to the HDI Strategic Advisory Board, and a current member of the HDI Training Advisory Board
Michael Nieves
Michael Nieves is an Accenture executive and industry expert in infrastructure technology and operations. Michael is both a practitioner and practice leader within Accenture, guiding the adoption and implementation of IT-based strategies and best practices for clients across multiple industries including: financial services, manufacturing, media and entertainment, communications and high-tech, legal, military and government. Michael’s prominent history of accomplishments includes key leadership roles in two of the largest global SAP implementations and the largest outsourced environment in the world. He recently crafted an innovative approach, based on System Dynamics, for managing and monitoring a Fortune 5 enterprise spanning 20+ data centers over 5 continents.
Michael has completed advanced programs at Harvard and M.I.T.’s Sloan School of Management. He is the co-author of the new Service Strategy book in the recent ITIL V3 refresh published in the spring of 2007. The new ITIL V3 Service Strategy book is one of the most innovative new developments in ITSM, focusing on expanding ITIL to the office of the CIO.
Don Ottomano
Donald (Don) M. Ottomano, Jr. is an executive IT business consultant with Column Technologies. Prior to Column, he was the global leader of the Enterprise Systems Management practice organization at Lucent Worldwide Services. There he was responsible for the oversight of successful implementations of technologies and business development with Consolidated IT Management and Systems/Network Management with its customers worldwide. He has 25 years experience with IT Systems and Operations Management and is knowledgeable in all facets of IT service delivery, operations, support, systems and network management and monitoring methodologies.
Don has designed, developed and implemented multiple enterprise level IT Operations systems in areas of Service Delivery Management, Incident and Problem Management, Change Management, Configuration and Asset Management, Systems and Network Management, and Software Control.
Kirk Rothenberger
Rothenberger is a Senior Manager and Delivery Specialist in ITIL customer service approaches for a Canadian-based Global 500 enterprise in the manufacturing sector. He has been with his current company for 18 years in key roles which have included major IT infrastructure changes, ITIL stewardship, service management, helpdesk management, improving internal IT service supply chains, and working with Communications, TAX, Legal and Intellectual Property functions on an Internet/Extranet governance board.
Rothenberger is a native of Canada, holds a Bachelor in Computer Science from the University of Victoria and is ITIL Foundation Certified.
