John created the Enterprise Service Management Institute to become a centre of excellence for all aspects of service management. By trade, John is both a consultant who has advised over 1,500 organisations and a trainer who has helped to certify over 5,000 students. In 2022, he self-published the definitive guide to the practical application of enterprise service management, 'The Journey to Service Excellence.' At the request of King's College London (KCL), he built the ESM Practitioner programme to empower managers through a series of interactive workshops focused on critical activities such as process governance and maturity, cross-functional collaboration and value stream optimisation.

John is an experienced technology leader with over 40 years' experience delivering complex IT and digital transformation programmes across a wide range of sectors. He has held senior roles in strategy, architecture, and large-scale delivery, working at the intersection of business and technology to drive measurable outcomes. His expertise spans leading high-performing teams, modernising legacy environments, and implementing scalable solutions that support growth and operational efficiency. Beyond his core roles, John has contributed to advisory and leadership initiatives, helping organisations navigate change and adopt modern technology practices. He actively collaborates with peers to share insight, challenge thinking, and promote best practice in enterprise service management.

Rajiv has over 23 years' experience as an IT consultant delivering and supporting IT and outsourced services. He specialises in project management, designing Service Management frameworks, and rolling out processes and toolsets — including a configuration management deployment across 2,500 sites involving global change management and software asset compliance. His assignments span central and local government, defence, healthcare, insurance, banking, and telecommunications, working with leading outsourcing providers and as an independent consultant. Rajiv holds an MBA in Finance, is an ITIL® v4 Managing Professional, and is PRINCE2 and PMP certified. He has served on the management boards of the PMI and itSMF, contributed to the SIAM Professional Body of Knowledge, and sat on the PMP examination panel.

Ian leads marketing at ESMi, promoting the ESM proposition, the Institute and the Exchange, so that everyone who takes the course achieves better outcomes and connects with their peers. He has spent four decades in IT and information services, at Marks & Spencer, MM Group and eCharity.com, before founding Consumer Intelligence and building it over twenty-five years. A graduate of Harvard Business School and a Fellow of the Institute of Direct Marketing, Ian knows that reliable insight, delivered on time, depends on sound systems and processes. That is the discipline he brings to ESMi.

Rob is a Fellow of the Chartered Institute of Personnel (FCIPD) with 20 years' experience advising leadership teams on the people agenda. He has built people strategies for businesses spanning the UK technology sector, FCA-regulated financial services, and global organisations. Rob has held senior HR and People Director roles in high-growth and scale-up environments, leading workforce transformation, post-acquisition integration, cultural change, and HR digital transformation. He has a passion for learning and making organisations great. Rob is a Board Advisor to the Partnering Partnership and Chair of Trustees for the Pearce Coggan Foundation, a charity supporting young people.

Vernon is a hugely respected service management authority having helped create the ITIL service management framework and associated qualifications. He co-developed the BS15000 service management standard that became ISO/IEC20000. Vernon is an ITIL Master, consultant and trainer with over 40 years' experience and is an honorary life Vice President of the itSMF, the global forum for IT service management.

As a consultant/trainer, Adam has worked with organisations across all sectors and geographies to improve their IT and business services through his extensive experience in consultancy and training and his wealth of practical experience. He is certified to deliver an extensive training portfolio ranging from ITIL, through DevOps, SIAM and Agile to Lean. His focus is on making technology, processes, and people work together to create real business value.