SDI courses are delivered by experienced trainers who combine service desk knowledge and real world experience with the latest learning techniques. That’s why we are the choice of so many of the UK and Europe’s most successful service desks. Here are our current trainers: Carla Thornley Lynne Nash Carla started her career in Higher Education and has lead the transformation of Help Desks 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. 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. Ken Goff Donna Shoesmith 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. 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. Susan Storey Conrad Jepson 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. Conrad is our newest trainer and has been involved with Service Management and Service Desk training for 12 years, mainly working in the Government Department, the Ministry of Defence. He first learnt about ITIL is 1987 and did several ITIL roles in the MOD.