About

itSMF International

The global voice of IT Service Management, connecting chapters and professionals worldwide

Overview

itSMF International is the global, member-driven body that unites and supports all national and regional itSMF Chapters. As a non-profit organisation, we provide the leadership, alignment, and governance that enable chapters worldwide to advance IT Service Management best practice.

We exist to strengthen the global network of itSMF Chapters, ensuring they have the resources, support, and strategic direction needed to serve their local ITSM communities effectively.

Our

Purpose

Value to Chapters

Strategic Guidance

Direction and support for chapter development

Global Network

Connection to worldwide ITSM community

Resources & Tools

Access to best practices and materials

Brand Recognition

Association with global ITSM authority

Value to Members

Professional Development

Training, certifications, and career growth

Networking Opportunities

Connect with peers locally and globally

Knowledge Sharing

Access to research, insights, and thought leadership

Community Support

Guidance from experienced ITSM professionals

Value to Industry

Standards & Best Practices

Established frameworks for service excellence

Talent Pipeline

Skilled professionals advancing ITSM

Innovation Leadership

Driving evolution in service management

Global Collaboration

Unified approach to ITSM challenges

Governance &

Structure

Transparent leadership and accountability driving our global mission

Governance Structure

itSMF International operates under a robust governance framework designed to ensure transparency, accountability, and effective leadership. Our structure balances global oversight with regional autonomy, enabling chapters to thrive while maintaining alignment with our shared mission.

International Board
Strategic oversight and global governance
Chapter Representatives
Regional voices in global decision-making
Advisory Council
Expert guidance on ITSM evolution

Global Board

of Directors

Vegas AI
Chair

Richard Horton

Learn more about Richard Horton →
itSMF board
Vice Chair

Stephan Brendel

Learn more about Stephan Brendel →
itSMF board (1)
Treasurer

Martin Neville

Learn more about Martin Neville →
Vegas AI (6)
Director

Patrik Solc

Learn more about Patrik Solc →
Vegas AI (1)
Director

Saaniya Chugh

Learn more about Saaniya Chugh →
Vegas AI (2)
Director

Suzanne Galletly

Learn more about Suzanne Galletly →
Vegas AI (3)
Director

Katrina Macdermid

Learn more about Katrina Macdermid →
Vegas AI (4)
Director

Sunil Mehta

Learn more about Sunil Mehta →
Vegas AI (5)
Director

Brad Schimmel

Learn more about Brad Schimmel →
Vegas AI (7)
Director

Paula Määttänen

Learn more about Paula Määttänen →

Policies &

Guidlines

Richard Horton

Chair
Location: UK

Richard first got involved in itSMFTM back in 2010 and soon realised that being actively involved was going to make a big difference to his professional development.  15 years on he’s had no cause to regret that decision. He led the UK’s Transition Special Interest Group running events and producing content. He then did the maximum allowed time of 8 years as a Director on the UK Board. By the time that came to an end he had joined the itSMFTM International Board and after 2 years as a Director, he has become the Chair.

Richard continues to be active in itSMFTM UK where he is a Group Chair. He continues to run events and produce content for the UK chapter and is also producing content for International (see the Blogs page).  He is the Head of IT Service Management at NIHR RDNCC. While this does not involve any international travel, you can find him at the UK conference.

Stephan Brendel

Vice Chair

Stephan has been in the IT industry since he started his career in 1983 with IBM. He has been a systems engineer for many years with several large system integrators, including General Electric, and touched base with management frameworks like ITIL around the millennium, when he was running a consultant and training organisation.

He joined APMG-International – an independent certification body – in 2009 to lead marketing and operations in EMEA. Since then, he is a member of itSMFTM, where he joined the board and is holding the position of the CFO since 2021.

Stephan has a deep insight in how Management Practices can be adapted. His field of expertise in the IT sector gives him a lot of live examples how changes can turn things upside down and how important it is to have a good balance of behavioral skills and methodological competencies.

Stephan holds several IT Service Management and Project Management certifications and is also a certified Business Relationship Management Professional.

His motivation to be on the board of directors at itSMFTM International is to work with the global community to move IT Service Management to a new meaning in the 21st century, to enable a public recognition of our profession and to help chapters connecting closer to each other.

Martin Neville

Treasurer

A qualified accountant and MBA, Martin has been in IT Service Management for nearly 30 years.  He started his career  working in the UK government sector and, for the past 12 years, at Tata Consulting Services where is an Engagement Director in the Global Consulting Practice.  He has been particularly involved in the development of SIAM and is a contributing author to the SIAM Professional Body of Knowledge and has been an examiner for the EXIN SIAM qualifications. He is a regular presenter at conferences in the UK and in mainland Europe.  Martin has been involved with itSMFTM for nearly 20 years and is a former Chair of the UK Chapter.

Patrik Solc

Director

I have more than 20 years of experience in IT business, over the last 17 years in management positions in global IT companies, where I have led multinational IT teams in Europe/Asia/Americas. I participated in IT projects for global customers in the position of Programme/Project Manager (IT strategy and deployment of ITIL processes, IT service delivery & operation, Cloud Services, IT Outsourcing, ServiceDesk/Call Center).

I have more than 5 years of experience working for itSMFTM Czech Republic. We organized four annual itSMFTM conferences with keynote speakers from Europe and USA. Our main message is “inspire and being inspired“.

My deep experience is to organizing workshop, online events and webinars, online/onsite conferences and establish strong and long term partnerships with our partners.

As a member of the itSMFTM International Board I will share my experience with leading itSMFTM chapter and how we could extend cooperation of chapters around the world and extend collaboration with strategic partners.

Saaniya Chugh

Director

Saaniya Chugh is a Senior Technical Accelerator Consultant with ServiceNow. With over a decade of experience across IT Service Management, consulting, and solution leadership, she has helped enterprise customers worldwide drive platform adoption, establish governance, and realize measurable business value through intelligent automation.

Her expertise spans the intersection of AI and ITSM, with a particular focus on Predictive Intelligence, Agentic AI, and Governable autonomy in enterprise systems. She is also the author of ServiceNow’s Intelligent IT Service Management (Apress, 2025) and the upcoming Navigating Your Career in ServiceNow, both reflecting her commitment to advancing knowledge, ethics, and innovation in the ITSM community. Beyond her consulting work, Saaniya is an active speaker, mentor, and community advocate. She leads ServiceNow developer meetups in Montreal, mentors newcomers transitioning into tech, and contributes thought leadership through global platforms such as HackerNoon and the ITSM Academy.

As a member of the itSMF International Board, Saaniya aims to strengthen collaboration between chapters, empower emerging professionals, and help the global ITSM community embrace AI responsibly, bridging the gap between innovation, governance, and human value.

Suzanne Galletly

Director

Suzanne worked for 7 years as an IT Service Management practitioner before joining EXIN – an independent Exam Institute for digital skills – in 2005. ITSM has always been part of her DNA. She was involved in the development of VeriSM, and co-founded the SIAM Community NL in 2021. She is very active in the Scopism community and is a contributing Author to the SIAM Body of Knowledge.

Suzanne is passionate about everything concerned with the human side of Digital and has become a trusted voice regarding responsible, ethical AI. She is a member of the Artificial Intelligence Skills Alliance (ARISA) and the Digital4Sustainability consortium Advisory Board.

Suzanne’s motivation to join the board of directors of itSMFTM International is the desire to help the ITSM community adapt to a changing world where Human + Machine collaboration is increasingly the norm. She has a very international outlook and is excited about helping set up new itSMFTM chapters in emerging regions.

Katrina Macdermid

Director
Location: AUS

Katrina has built her career across IT service management, operations, and human-centred design, working internationally with organisations in aviation, government, education, and enterprise IT. She is a contributing author to ITIL® 4 and is recognised for advancing the integration of human-centred design into modern ITSM practice.

She is passionate about elevating the human side of digital work and supporting practitioners as AI and automation reshape the service management landscape. Katrina regularly partners with industry communities, professional bodies, and academic institutions to strengthen ITSM capability and awareness globally.

Her motivation for joining the itSMF™ International Board is to support the global ITSM community through ongoing transformation, foster international collaboration, and help strengthen and expand chapters in emerging regions.

Sunil Mehta

Director

With over 35 years of Industry experience, Sunil is currently responsible for the consulting and training business at Quint Consulting Services, a global consulting company focused primarily on IT Service Management. He has been instrumental in developing the ITSM market in India, Middle East and Africa for Quint. He has relevant experience in the field of profit centre management, product planning, project management, process transformation, people transformation, digital transformation, channel management and quality norms. He has a comprehensive background of IT education with rich experience with companies like NIIT, Microland, Hewlett Packard and now Quint.

Sunil firmly believes that it is important for organizations to leverage IT to enhance and
drive the success of business solutions. To guide organizations in the 21st century, Sunil has been able to help his clients manage competency development within the organization by creating an environment where individuals want to learn and are trained to excel at work by leveraging on IT.

Sunil is a graduate in Computer Science and has an MBA in Marketing. Additionally he is a certified consultant in IT Services Management /ITIL/ISO 20000 and Organizational Change Management. He is also a certified behavioral coach focused on aligning the right behavioral traits for the right job persona.

Sunil has been a board member on the itSMF India Chapter since its inception in 2006 and has been driving this initiative to help organizations get the benefits of effective IT Service Management. He is excited to join the itSMF International Board to extend this initiative across the global boundaries and bring benefit to many more such institutes and organizations.

Brad Schimmel

Director

Brad is a leader in the design, management, and improvement of IT service delivery. He blends this with strong commercial skills and entrepreneurialism into account management and business development roles.

He has managed service delivery teams that stabilized production systems, reduced support demand and improved customer satisfaction.

Brad resolves the conflict between the competing needs of cost reduction, growth and customer sentiment through applying the frameworks of service management, Lean, operating model and business processes design, with a deep understanding of technology and innovation.

As a Director of the itSMFTM International Executive Board, he represents the Asia Pacific region and assists new Chapters forming.

Paula Määttänen

Director

A member of the itSMF community since 2011, Paula has contributed across the Finland Chapter, Special Interest Groups, and Nordic collaboration, bringing a strongcommitment to advancing IT service management globally.

With over 25 years of experience, she combines strategic insight with hands-on
expertise across service delivery, processes, and tools.

Known for her customer-focused mindset, Paula is passionate about improvingservice quality and strengthening collaboration across the global ITSM community.