About Karen > Bio

PORTRAIT_1104Karen Ferris is an internationally acclaimed speaker with a reputation for providing both strategic and practical advice and insights for organisations in their implementation and maintenance of efficient and effective service management and organisational change. Karen has the ability to share her experience and knowledge with every audience and individual within that audience, so everyone is empowered with the ability to make a difference within their organisation.

Karen has been delivering presentations since 1999 and has been acclaimed as ‘inspiring’, ‘thought provoking’, ‘insightful’, and ‘providing practical and useable guidance’.

She has worked as a service management practitioner, trainer, consultant and manager since 1994 and has assisted organisations across a breadth and range of industries in their service management initiatives.

Awarded the inaugural Service Management Champion accolade by the IT Service Management Forum (itSMF) Australia in 2007, she was also awarded the Presidents Prize for best speaker at the Australian National Conference in 2005.

In 2014, she was honoured with the Lifetime Achievement Award by itSMF Australia for her contribution to the service management industry.

She holds many accreditations including ITIL® Expert (Version 3), ISO/IEC 20000 Consultant, Prosci and is an AXELOS accredited ITIL expert (CPD).

Karen was a Director on the itSMF Australia National Board from 2006 to 2015 with the portfolio of Knowledge Repository (including publications). She was a member of the ITIL Advisory Group, which oversaw the creation of ITIL Version 3 and she was the Lead Assessor for the Continual Service Improvement publication.

In 2011, Karen authored the acclaimed itSMF publication ‘Balanced Diversity – A Portfolio Approach to Organisational Change’ introducing a new and innovative framework for ensuring that organisational changes become embedded into the fabric of the organisation.

She is also the creator of the world first eco-ITSM® service that uses service management best practice to improve the sustainability of ICT.

She was a contributing author to the 2010 itSMF publication “Greening Service Management” and has been contributing to service management publications since 2000. Other contributions include Service Management Global Best Practice (2007); Implementing Metrics for IT Service Management (2007); IT Service Management – A Pocket Guide (2007); Continual Service Improvement (2007); Service Operation (2007); Service Agreements – A Management Guide (2006); Frameworks for IT Management (2006); Six Sigma for IT Management (2006).

Karen is available as a keynote speaker for your next event – conference, webinar, or seminar and as a content provider and subject matter expert in her field.

Karen is a Director of Macanta Consulting Pty Ltd, and can be contacted at karen.ferris@macanta.com.au or via the contact page.