Christian is deeply passionate about enabling personal and organizational transformation to unlock the unlimited supply of human potential that is largely untapped in organizations and in society. He wins over people’s heart, mind & soul by challenging the status quo in creative, fun & innovative ways and translating knowledge to insights & practical solutions using a unique blend of facilitation, serious gaming, coaching & training services underpinned by a wealth of methods, best practices & frameworks. He is the founder of Connect The Dotz and chairman of ITSMF Belgium. In 2015, he had the opportunity to speak at ITSMF Finland. He has since done the operning keynote on the itSMF Estonia and itSMF Slovakia conferences, spoke at the Service Manager day in Utrecht and has been invited to a number of webinars as well as started writing blogs.

Dave is the founder and chief scientific officer of Cognitive Edge. His work is international in nature and covers government and industry looking at complex issues relating to strategy, organisational decision making and decision making. He has pioneered a science based approach to organisations drawing on anthropology, neuroscience and complex adaptive systems theory. He is a popular and passionate keynote speaker on a range of subjects, and is well known for his pragmatic cynicism and iconoclastic style.

He holds visiting Chairs at the Universities of Pretoria and Hong Kong Polytechnic University as well as a visiting fellowship at the University of Warwick. He is a senior fellow at the Institute of Defense and Strategic Studies at Nanyang University and the Civil Service College in Singapore. His paper with Boone on Leadership was the cover article for the Harvard Business Review in November 2007 and also won the Academy of Management award for the best practitioner paper in the same year.

He previously worked for IBM where he was a Director of the Institution for Knowledge Management and founded the Cynefin Centre for Organisational Complexity; during that period he was selected by IBM as one of six “on-demand” thinkers for a world wide advertising campaign. Prior to that he worked in a range of strategic and management roles in the service sector.

Elina Pirjanti is an IT Service Management Consultant Lead in Cognizant Switzerland, working between the ITSM processes, tools, development, operations and outsourcing. Her ambition is to enhance the relationship between IT service providers and their customers. She focuses the most important aspect – the service organizations exist to satisfy the customers! Elina is ITIL Expert, Cobit, ISO20000 and IPMA C certified, and actively utilizes the best practices and frameworks in her daily business. Elina has worked 4 years in itSMF Board of Directors in Finland and Singapore, and has been a speaker in several occasions in itSMF Finland, itSMF Norway and Finnish Process conferences and now brightens the world of ITSM from Central Europe. Characteristics of Elina are: feet on the ground, big broad smile and ability to put the theory into practice.

Jacob Andersen (Senior Consultant) has a wide experience in ITSM from different projects and positions.

Jacob is active in itSMF Denmark, and has previously shared his knowledge at ITSMExpo ’15 in Sweden as panelist on the subject: ”Challenges in ITSM in the Nordic countries”

His connection to Estonia is that since 2016 he has been an e-resident of the country due to his interest of how e-residency works, but he has never been physically to Estonia in person.

Kaimar works as the Head of Product Strategy and Development at AXELOS - the custodians of Global Best Practice - leading and executing the global strategy for ITIL, PRINCE2, and the rest of the Global Best Practice portfolio.

He is an experienced ITSM practitioner who comes from a mixed background of Customer Support, Software Development and Project Management. He has worked with several high-profile international companies on their process improvement initiatives and over the years trained a considerable number of Estonian ITSM professionals.

Kaimar has been re-elected as a board member at itSMF Estonia for 7 consecutive years and three years ago, he was elected Chapter President. Here he is responsible for organising the annual conference, which has grown each year and has attracted an incredible list of speakers from all corners of the world.

Paula Määttänen is an experienced consultant with strong IT service management skills and has been working in Symfoni since 2013. She is working between the ITSM processes, tools, development and operations. She is highly customer service orientated person, keeping the customer experience in her mind. Paula has long experience of Team Leading, from IT Service and Retail. She holds certificates in project management IPMA-C and ITIL V3 Expert. On free time she has participated as a volunteer for the itSMF workgroup activities, now in SIAM SIG group, earlier couple years in itSMF Finland Board and many years in Conference Team. She is also active in Nordic itSMF co-operation. Since 1997, Paula has had various roles in the ITSM field, e.g. Service Desk, IT Support Manager and Leader of the Service Desk, Process Consultant, ITSM tool Solution Architect and Project Manager. She has worked in the IT Service Management and Process Development and customers has been from Retail, Public sector, Forest industry, Telecommunication, Steel industry, Power solutions and Manufacture business. She has strong practical knowledge of process development both in theory and in operational level. She is also accredited ITIL Foundation trainer.

Piia Karvonen is an experienced consultant with strong IT service management skills. Piia holds certificates of ITIL V3 Expert, ITIL V2 Service Manager and IPMA C-project management. In addition she is a certified Lead auditor.

Since 2000, Piia has had various roles in the ITSM field, ranging from ITSM processes and tools development to project management, quality and auditing. 

Piia has been working in Symfoni since November 2013. Prior to Symfoni she worked 13 years in TeliaSonera in various process, quality and tool development tasks. Piia has worked with ITIL processes since 2000 in various roles and tasks, eg as an internal ITL trainer and developerer for Change, Release and Configuration management. She is also an experienced process & tool trainer and knows the Telecom sector.

I am Rui Soares, service management and IT governance consultant from Portugal. I train, mentor and consult. I’ve done it in IT Service Management and Information Security areas for public and private organizations in Portugal for the past 10 years.

I write and I draw. Generally while I am groking what interest me. Check both at ITIL Blues blog. I love raspberries, hiking in the nature, swimming in the sea and taking photos of Portugal’s flag. And above all doing things with my family.

Stephen Mann is an independent ITSM industry analyst and content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals. In his career, he’s held positions in IT research and analysis (at IT industry analyst firms Ovum and Forrester, and now, IT service management consultancy, enterprise IT service desk and IT service management, IT asset management, innovation and creativity facilitation, project management, finance consultancy, internal audit, and product marketing for a SaaS IT service management technology vendor.

Stuart is a consultant, trainer, author and public speaker with an international reputation as an expert in IT service management and information security management. He was an author for ITIL® Practitioner Guidance, the lead author of RESILIA™: Cyber Resilience Best Practice, and the author of ITIL Service Transition, 2011 edition. Stuart is also chief examiner for RESILIA, an examiner for ITIL, and an instructor for ITIL, CISSP and many other topics. Stuart has presented at events in many different countries, as a keynote speaker as well as delivering standard presentations and workshops. He blogs at

Zdenek Kvapil is ITSM professional, based in CZE, focused on improving quality of IT. He has broad experience from service delivery domain, he leads ITSM courses, SFIA projects and runs as conference director IT Service Delivery Forum International – SDFI conference. Since 2012 he spends lot of effort to develop and introduce internationally recognised framework for IT quality assessment – IT QUALITY INDEX. This concept is now alive and used by many IT organizations to analyse and benchmark quality of IT.