Speakers at the IT Service Management Strategies Conference

Dan Dziengiel
Dan provides sound strategic direction and continual service improvement to a global team of ten Tier 1 and Tier 2 Web Systems and Help Desk Engineers. With three “follow the sun” 24x7 Service Desks located in the US, UK and Chennai, we provide a broad catalog of technical services that include ITIL based Application Deployment, Incident, Event, Problem, Request, Availability and Access Management. He is personally responsible for the design, implementation and management of a first class service support model in a rapidly changing organization. Our Service Desk provides support to over 70k users of a global, web-based software application and the MS Servers used to host that software. Our Service Desk also provides periodic support for internal employee desktops.
Jeff Fisher
As Vice President of Emerging Technologies, Jeff Fisher is responsible for exploring key market trends and managing the introduction of advanced solutions to early adopter customers and partners. He plays a critical role in developing the company’s long term global growth strategy as well as solidifying its presence in key regions, such as the United States. Mr. Fisher brings to RES Software nearly 20 years of experience in strategic planning and market development, technical selling and alliance formation in the infrastructure software market.
Prior to RES Software, Mr. Fisher was Vice President of Strategy at Desktone (acquired by VMware in 2013), where he designed and executed a multi-year market development strategy, establishing the company as a globally recognized leader in Desktops as a Service (DaaS). Prior to that, he held the positions of Senior Business Development Manager at Microsoft and Director of Business Development at Softricity, where he built and managed an alliance with Microsoft that ultimately led to acquisition. Additionally, Mr. Fisher worked for Citrix Systems and NETLAN.
Mr. Fisher earned his Bachelor of Arts from Cornell University and Masters in Business Administration from Columbia Business School.
Cathy Kirch
Cathy is a highly sought after technology speaker and has been presenting internationally on IT Service Management implementations since 2005. She has spoken at multiple itSMF USA Fusion conferences, Pink Elephant IT Service Management conferences (Nevada, Mexico City, Kuala Lumpur and Singapore), CA World, and has provided ITIL 101 instruction to more than 2,000 employees in Northbrook, IL; Belfast and Strabane, Northern Ireland; and London Derry, UK. Cathy has also presented at the ServiceNow Knowledge Conference and the Uptime Datacenter Conference, as well as at Northwestern University. Cathy enjoys sharing her IT Service Management experience as it relates to people, processes and technology, in order to facilitate the continual improvement of the IT industry.
Cathy Kirch is the president of the Chicago itSMF Local Interest Group (LIG) and is active with the itSMF USA Chapter. Cathy has received several industry awards including: the 2006 ITIL Practitioner of the Year Award, the 2007 ITIL Project of the Year Award, the 2012 Pink Elephant Case Study of the Year, and the 2013 itSMF President's Award. She is also the past Chair of priSM (Professional Recognition of Service Management) America's board. Cathy is a process consultant at Allstate Insurance Corporation, where she has been a member of the IT Service Management (ITSM) group since its formation, and is the Delivery Lead for Allstate’s ITSM Office. Beyond her ITSM involvement, Cathy has a strong background in delivering and managing both development and infrastructure. Her experience spans Infrastructure Engineering for Mainframe transaction management, Client Server Databases, Storage and Server platforms, Application Analysis, Design and Development, and Project Management.

David Klauser
As the Senior vAM for VCE supporting the IL mid-market, Klauser is responsible for the delivery of next generation Converged & Hyper-Converged Solutions transforming the economics, agility and profitability of enterprises as they transition to SDN and hybrid cloud-enabled business models.
Over twenty years Klauser has aligned with data center pioneers, end-user computing innovators and enterprise software providers including RES Software, Microsoft, Dell, EMC, VMware and Cisco. Klauser built a team that developed Chicago’s first data storage integrator, and has developed a network of global alliances, National DMR’s and regional partners as well as M&A and investor lead restructuring.
Klauser graduated from The University of Minnesota with a BA in Economics and has three daughters and his son who range from a junior in high school to his youngest 4th grader in Naperville.

Adam Pederson
Adam Pederson is the founder and Managing Principal of Digital Celerity. He has been working with enterprise enablement technology his entire career, focused on building best of breed integrated solutions for Fortune 100 companies, both as an individual contributor and as a program manager and architect. As an expert in Service Management process and the BMC Remedy ITSM software suite, IT Governance, and ITIL Adam has a long history of delivering solutions to solve the complex problems facing organizations today.
Adam is driven to create a solutions driven organization that enables success long after the project with Digital Celerity is concluded. His gift in this regard is hiring, training and motivating professionals who operate at a higher level for our clients.
As a technologist Adam is keenly interested in virtualization and cloud computing; as IaaS and SaaS are maturing into solutions that can enable the success of his customer’s service management goals.
Adam also believes strongly that "Abtoine de Saint-Exupery" was right when he observed that, “perfection is achieved, not when there is nothing more to add, but when there is nothing left to take away” and strives to achieve perfection for our customers.
Mike Shotwell
Mike Shotwell has over 16 years of experience in IT Service Management and IT Project Portfolio Management. As the 20th employee of Remedy Corp, he was on the ground floor of the client/server Help Desk market and saw the evolution to full IT Service Management. In addition to Remedy, Mr. Shotwell has worked for Peregrine Systems, HP Software, and ITSM consulting company Xinify. Currently he is Sr. Product Specialist for Absolute Service.
Douglas Smith
Douglas Smith leads both Configuration Management and Knowledge Management at HCSC. His group is credited with building the foundational architecture for a holistic Configuration Management System (CMS), a departure from the monolithic CMDB that had been in place, which yielded significant benefits for the business in terms of service availability and performance. Recently
his program played a critical role in the successful migration of over 150 DR Critical Applications as part of a massive Data Center in-sourcing initiative. Mr. Smith is a certified ITIL expert with a Bachelor's degree in Sociology and a Master's of Science degree in Management and Organizational Behavior.
Geary Smith
Geary is the Director of End User Services for McHenry County College in Crystal Lake, Illinois. He has been working for McHenry County College Information Technology since 1998. He worked as a PC and Network Technician before becoming a Director in 2008. He is a member of the ICCCA Technology Commission. Currently, Geary is the Project Manager for his institution‘s Desktop Virtualization plan. The plan includes a three-year transition from a 100% fat client environment to one that will have 40% thin clients in production, virtual application delivery and a versatile virtual environment for the College’s satellite Business Training Center. WYSE thin clients, Citrix XenApp and XenDestop, AppSense client and user preference delivery, Dell server and EquaLogic SANS, and VMWare ESX are some of the technologies being utilized for this project.