Consultancy  >  Meet Our Consultants

Meet Our Consultants




consultants - Carla


Carla Thornley

Carla started her career in Higher Education and has lead the transformation of helpdesk and service desks across both public and private sector organisations. She is proud to have developed a reputation for inspiring others, delivering outstanding customer service and striving for the highest standards of service. Carla firmly believes in leading from the front, running toward fires and will always be the last to leave the building.

Consultants - Matt    

Matt Greening

As an IT manager and leader working in the Aerospace, Manufacturing, IT Services and Education sectors, Matt has developed a reputation for creating and maintaining high performing ITSM teams. In each team Matt has focused on building a brilliant Service Desk: As the first point of contact, it defines the customer’s perception of the whole department. It’s where he started in IT over 15 year’s ago and will always be his greatest passion.




Damian Bowen Consultancy    

Damian Bowen

Damian is a passionate ITSM professional, working in IT for 25 years he specialises in DevOps, IT Transformation, Service Management Strategy, Design, Operations and Business enablement. His motto is “I believe IT can and should deliver value to the business and I work with clients to make this happen”


He is noted for his passion for customer service when speaking, a focus he has used to help transform the IT Capability and Service Management for many organisations. Prior to setting up his own consultancy, Damian worked for 6 years as Director of IT & Service Delivery for NTT DATA, which at $13bn is one of the largest global SI’s. He transformed NTT DATA’s UK Service Operation into an award winning team supporting over 100,000 users. 


Consulants - Barclay


Barclay Rae

Offering practical support and guidance, skills transfer and knowledge. With experience of working on over 500 service improvement projects, mainly in IT Service Management, but also in CRM, contact centres and other service delivery areas. Barclay Develops new and interesting approaches to help individuals and organisations successfully through change. 




Cnsultants - Lynne


Lynne Nash

Lynne is a customer service and service desk professional with a wide range of experience gained within IT and its associated industries.  Involved with Help Desks and Service Desks since the mid 1980s, she has operational management, project and training experience from blue chip companies such as ICL (now Fujitsu) and BBC World Service. 




consultants - Ken


Ken Goff

With a 30 year corporate career behind him, as well as having been a Director of itSMF UK, Ken is an industry recognised name with a proven track record of excellence. He is fully ISEB qualified and offers clients the opportunity to benefit from his wealth of practical and real-life experience.




Consultants - Donna


Donna Shoesmith

An accomplished training and business consultant who has a passion for developing people and businesses, Donna is also an accredited training provider for the Institute of Leadership & Management (ILM), an awarding body for Management Qualifications.




Consultants - Susan


Susan Storey

A Service Desk Manager, ITIL Expert and PRINCE2 qualified Service and Support Professional, Susan is adept at crafting and facilitating training solutions that exceed quality, scope and service level requirements. Key strengths include: developing robust service desk reporting capability to enhance service delivery within UK and global organisations, to identify areas of inefficiency and using the SDI standards to offer advice and help on delivering customer-centric service support.


Be Involved

  • Service Desk Training

    Service Desk Analyst

    12 - 14 June, Kent

  • Service Desk Training

    Service Desk Analyst

    12 - 14 June, Kent

  • Service Desk Training

    Service Desk Manager

    12 - 15 June, Birmingham

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