The presenters look at what holds ITIL back from more successful transformation of IT work, and how we can help it succeed, as DevOps and ITSM finally converge on each other in the common ground of service operations.

Rob England B.Sc., CITP is an independent IT management consultant, trainer, and commentator based in Wellington, New Zealand. Rob is an internationally-recognised thought leader in DevOps and IT Service Management (ITSM) and a published author of seven books and many articles. He is best known for his controversial blog and alter-ego, the IT Skeptic. He speaks regularly at international conferences. Rob labels himself a "DevOps anticryptoequinologist". (He's interested in DevOps for horses not unicorns.)

Rob is New Zealand's only certified instructor for the DevOps Foundation and Certified Agile Service Manager courses. He also delivers the ITP's Introduction To DevOps course, and the Phoenix Project simulation game. He and Dr. Vu develop other games and courses for local use. Rob is an acknowledged contributor to The DevOps Handbook, and to ITIL (2011 Service Strategy book). Rob was awarded the inaugural New Zealand IT Service Management Champion award for 2010 by itSMFnz, and made a Life Member in 2017. Rob is one of New Zealand's first Certified IT Professionals (CITP), a global accreditation. He provides local consulting and training to a number of business and government clients in Wellington, on IT strategy, governance, transformation (especially DevOps), and Service Management (ITSM) topics. He also specialises in helping change IT people, through a behavioural change programme, workshops, and structured courses.

Vu Anh Dao (Cherry Vu) is a partner in Teal Unicorn with Rob England. Dr. Vu is an expert on training leaders; and an experienced consultant to government and business on organisational change, change management, and culture change. She has worked and studied in New Zealand, Germany, and Vietnam. She has helped business and public sector organisations develop their change management capabilities. Cherry applies the most practical skills and instruments to optimise their change outcomes with a goal of arming leaders, practitioners, and change agents. Lately, she has been immersing in the IT industry, bringing a different perspective to it to help Rob with transformations.