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Access to the right insights makes a difference, especially in business. From optimizing service delivery and automation to improving operational efficiency, seasoned experts guide you with tried-and-tested methods. 

They offer deeper insights that help you build a robust ITSM environment to navigate complex challenges.

This blog post talks about 10 ITSM experts from platforms like LinkedIn and Twitter who offer valuable perspectives, tips, and innovative approaches to improving your ITSM.

By following these thought leaders, you can lead ITSM initiatives confidently and stay informed on industry trends to anticipate future needs and refine your frameworks. 

Let’s get started!

10 ITSM Experts You Must Follow Today

1. Simon Morris 

Simon Morris is a key figure in the ITSM industry. Since 2021, he has been the Area vice president of ServiceNow's UK and Ireland Solution Consulting. Simon is known for his innovative approach to seamlessly integrating AI and ML into ITSM frameworks. His strategic insights empower organizations to gain a competitive edge by swiftly implementing transformative solutions that deliver measurable outcomes.

He is one of the top contributors to ITSM.tools and has articles, such as “ITSM must embrace the Third Way of Work” and “Machine Learning: The Future of IT Service Management,” to his credit.  He dives into how the current business scenario demands agility, continuous learning, and a focus on outcomes, pushing ITSM to adapt to decentralized workforces, rapid AI adoption, and shifting business goals. 

Besides this, Simon Morris also shares insightful content on LinkedIn. His posts are informative and focus on actionable strategies, such as setting continuous improvement KPIs for staff. 

His posts go beyond surface-level advice, driving his audience to explore more profound, comprehensive resources, such as podcasts like Smart CT - keeping innovation flowing for continuous improvement that he carefully curates and shares.

LinkedIn: Simon Morris LinkedIn

Twitter: Simon Morris Twitter

2. Stephen Mann

Stephen Mann, the Principal Analyst and Content Director at ITSM.tools, is a highly influential figure in ITSM. With over 30 years of experience, he guides IT organizations toward growth and effective ITSM through deep knowledge and expert analysis.

Stephen’s expertise spans IT, asset management, and innovation. His ability to simplify complex ITSM concepts and translate them into practical strategies that drive tangible results sets him apart. 

Since 2008, Stephen has been a key contributor to ITSM, often working behind the scenes to shape the industry. His influential pieces, like “8 Things that Stand Out in the New ITIL Practitioner Guidance Book" and "Enabling IT Self-Service with Intelligent Automation and Proactive Remediation," offer guidance on enhancing ITSM practices through innovative strategies.

Stephen's influence extends beyond his writing. He shares clear, actionable advice on LinkedIn and Twitter that empowers professionals to implement industry trends to their advantage. 

Stephen Mann’s post in ITSM.tools discusses how ITSM tool certification capabilities assist organizations by helping them understand what's crucial for a typical organization and evaluate if a particular ITSM tool meets those standards.

LinkedIn: Stephen Mann LinkedIn

Twitter: Stephen Mann Twitter

3. Michelle Major-Goldsmith

Michelle Major-Goldsmith, Principal Consultant for Service Integration at Kinetic IT, has been a pivotal force in the company for over 12 years. Her expertise in managing complex service environments makes her the go-to authority on Service Integration and Management (SIAM).

She’s a contributing author in the VeriSM framework, which guides organizations in adopting a flexible approach to service management. She is also the Founding Member of the SIAM Foundation, where she played a critical role in shaping the principles that define SIAM today. Her active involvement with the IT Service Management Forum (itSMF) further solidifies her influence in the field.

Michelle's co-authored books, "VeriSM: A Pocket Guide" and the "SIAM Professional Body of Knowledge," are essential references for digital service management and SIAM implementation.

She shares insightful commentary on SIAM trends, event highlights, and technology discussions on Twitter. She actively posts and reposts rich, actionable insights, making her a must-follow for anyone involved in service integration. 

LinkedIn: Michelle Major-Goldsmith LinkedIn

Twitter: Michelle Major-Goldsmith Twitter

4. Karen Ferris 

Karen Ferris has been an Organizational Change consultant since 2017. She is known for her bold, disruptive approach and champions agile, organization-wide strategies that embrace disruption and thrive on it.

Karen challenges traditional models, pushing for strategic, platform-based change management over outdated program approaches. Her mission is clear: to revolutionize how organizations navigate and implement change.

Karen’s thought leadership is evident in her key publications Balanced Diversity: A Portfolio Approach to Organizational Change” and “Game On! Change is Constant.

Her groundbreaking work has earned her Lifetime Achievement Award from itSMF Australia (2014), the Global Excellence Award from the Business Relationship Management Institute (2017), and the Rebel Award from CMI (2018).

On LinkedIn and Twitter, Karen shares change management strategies and offers practical tips on staying relevant. She coined this approach as FASTER (fluid, accessible, simple, transparent, evocative, relevant).

In this post, Karen explores the emerging trend of the "hushed hybrid" workplace, where managers discreetly allow remote work despite company Return to Office (RTO) policies. She raises critical questions about the implications of this trend on company culture, trust, and the dynamics between managers and executives.

LinkedIn: Karen Ferris LinkedIn

Twitter: Karen Ferris Twitter

5. Greg Sanker 

Greg Sanker is the Principal Advisory Director at Info-Tech Research Group. As a strategic force in ITSM, ITIL, and global IT Operations, Greg helps leaders and organizations succeed in the constantly changing IT and change management landscape.

Greg’s publication, IT Change Management: A Practical Guide, discusses tackling real-world IT change management challenges and focuses on delivering business value and outcomes.

Greg's book, ‘IT Change Management: A Practical Guide”, efficiently addresses real-world IT change management challenges.

Greg's presence is influential on social media, where he offers a masterclass in refining IT service management practices, particularly risk management. He dissects common misconceptions, emphasizes the importance of distinguishing between different types of risks, and highlights the growing significance of experience management.

LinkedIn: Greg Sanker LinkedIn

Twitter: Greg Sanker Twitter

6. Roy Atkinson

Roy Atkinson has been CEO and principal advisor of Clifton Butterfield, LLC, since July 2013. He is popular for his ability to seamlessly integrate ITSM with customer engagement. His forward-thinking strategies and leadership have made him pivotal in driving organizational change and innovation.

Roy’s work has been prominently featured in major industry publications. For his contributions to digital transformation and customer service, he was honored as one of Nextiva’s "Top 50 Customer Service Experts of the Decade (2010-2020)."

His expertise is prominently featured in major industry publications. He was also honored as one of Nextiva’s "Top 50 Customer Service Experts of the Decade (2010-2020)" for his contributions to combining digital transformation and customer service.

Roy shares his deep insights on LinkedIn through articles and posts like "Overcoming Objections to ITXM" and "Trends Driving IT Experience Management". These delve into the evolving landscape of ITXM, addressing fundamental challenges and highlighting emerging trends.

LinkedIn: Roy Atkinson LinkedIn

Twitter: Roy Atkinson Twitter

7. Jez Humble

Jez Humble is quite a name in the tech world, especially in DevOps. His expertise has transformed IT practices and guided countless organizations through the intricate processes of continuous delivery and lean management. Jez helps teams implement real-world solutions that stretch the boundaries of IT innovation.

Jez’s influential works include Continuous Delivery: Reliable Software Releases through Build, Test, and Deployment Automation, Lean Enterprise: How High-Performance Organizations Innovate at Scale and “The DevOps Handbook. These publications have been instrumental in shaping the industry’s approach to IT transformation and setting new standards for excellence.

Jez Humble’s LinkedIn posts are a must-read for professionals committed to mastering DevOps, Site Reliability Engineering (SRE), and cloud infrastructure. He consistently shares insightful content, ranging from hands-on workshops on building metrics-driven organizations to research-backed insights from DevOps Research and Assessment (DORA). 

LinkedIn: Jez Humble LinkedIn

Twitter: Jez Humble Twitter

8. Aprill Allen 

Allen is the co-founder and COO of Tractor Ventures. She excels in providing strategic financial support and identifying new growth opportunities. Renowned for her incisive consulting skills, she is a key player in knowledge management and ITSM. As an active itSMF board member and a certified KCS v6 trainer, she has driven better sales and project results.

On Twitter, Allen shares practical insights on knowledge management practices, enterprise content management leadership, knowledge automation, chatbots, and developing service intelligence layers.

LinkedIn: Aprill Allen LinkedIn

Twitter: Aprill Allen Twitter

9. Martin Fowler

Martin Fowler is the Chief Scientist at Thoughtworks. Fowler is well-respected in the DevOps and software development communities for his contributions to refactoring, Agile methods, and software architecture. His work has established many of the best security architecture practices in the industry today, making him an important figure in the tech world.

He has authored several books on software development, including Patterns of Enterprise Application Architecture, which provides valuable insights into designing enterprise systems. His other notable works, UML Distilled: A Brief Guide to the Standard Object Modeling Language and Analysis Patterns: Reusable Object Models, are also widely regarded as ‘Gospel’ by professionals. 

Fowler’s website, martinfowler.com, is a critical resource for those seeking instrumental insights into network architecture. 

His social media posts include insights on SDLC best practices, refactoring, Agile methodologies, and updates on his speaking engagements.

LinkedIn: Martin Fowler LinkedIn

Twitter: Martin Fowler Twitter

10. Clair Agutter

Clair is the lead tutor at ITSM Zone and director at Scopism, where she provides exceptional resources, training, and consultancy to help organizations achieve excellence in ITSM.

Clair has been named one of the Top 25 Technical Support and Service Management Thought Leaders and received the itSMF UK Thought Leadership Award. These honors acknowledge her exceptional ability to transform ITSM theory into actionable strategies.

She has been named to HDI's Top 25 Thought Leaders list for three consecutive years (2017, 2018, 2019) and acknowledged in Computer Weekly's Top 50 Women in UK Tech. 

If you go to her LinkedIn, Claire Agutter posts content related to AI and SIAM.

LinkedIn: Clair Agutter LinkedIn

Twitter: Clair Agutter Twitter

Boost Your Knowledge by Following These ITSM Experts 

By following these ten experts, you will gain access to practical knowledge to help you stay ahead in service delivery.  Whether you need to refine your strategies, discover new tools, or stay informed about what’s new, these leaders have covered you.

Start following them today!

FAQs

1) Who are the top 10 ITSM influencers?

The top 10 ITSM influencers to follow on Twitter and LinkedIn are:

• Simon Morris
• Stephen Mann
• Michelle Major-Goldsmith
• Karen Ferris
• Greg Sanker
• Roy Atkinson
• Jez Humble
• Aprill Allen
• Martin Fowler
• Clair Agutter

2) Name the top 5 women in ITSM

The top 5 women in ITSM are:

• Michelle Major-Goldsmith: Principal Consultant for Service Integration at Kinetic IT.
• Karen Ferris: Organizational Change Consultant.
• Aprill Allen: Co-founder and COO of Tractor Ventures.
• Clair Agutter: Lead tutor at ITSM Zone and director at Scopism.
• Kate Bolseth: CEO of HelpSystems

3) How do you find the top ITSM influencers?

To find the top ITSM influencers: 

• Follow industry publications 
• Follow and engage on LinkedIn and Twitter by using relevant hashtags like #ITSM or #ITIL
• Join forums and groups; attend events, conferences and webinars related to ITSM
• Check the list of HDI Top 25 Thought Leaders and other such awards