Laura Wilcox

Chief Executive Officer

As CEO of Service Made Simple, Laura enjoys the opportunity to work with some of the brightest in the business to couple the stability of best practices with the innovation of “best fit” and agile change roll-outs. Whether it be partnering with key individuals, client leadership or channel partners who want to provide greater service to their clients, the focus is always on delivering value

  • 25 years of experience providing success for IT clients and their business customers
  • Specialized in CIS Systems and analysis and development
  • BS from California State Polytechnic University

Laura’s Focus Areas

Client Strategy

92%

Partner Relations

94%

Business Development

97%

Resource Architecture

82%

Cheryl White

Product Innovator and Executive Consultant

Ms. White has over 20 years experience as executive coach, corporate trainer, and organization change facilitator with hands-on experience leading organization transformation and change adoption projects. She specializes in the end-to-end design and implementation of corporate change programs, development of client change preparedness including identification, development, and management of internal (client) change agents, processes, and analytics. She is versed in the implementation of industry standard best practice such as ITIL 2011, Service Delivery, CMMi, PMBOK, XP/Agile Development, Baldrige, and ISO. Her expertise is in developing and implementing culturally appropriate organization transformation programs in client organizations where industry standard best practices are not suitable, as well as the development of tailored assessments models to assess maturity throughout the transition process.

  •  Extensive background in engineering and delivering sustainable organization change programs with a focus on change adoption
  • Experience developing Business Performance Assessments tailored to the maturity of client organizations
  • Expertise in implementing a wide range of business performance model such as Delivery, ITIL 2011- /ITSM, CMMi, PMBOK, XP/Agile Development, Baldrige and ISO
  • Seasoned executive coach, trainer, speaker and writer

Cheryl’s Focus Areas

Business Strategy Development

92%

Change Management/Delivery

100%

Process Design and Development

95%

Leadership Coaching

94%

Process Design

95%

Beth Barela

Thought Leader

Experienced Service Operations Consultant who provides guidance across all levels from Infrastructure team members to Executives.  She implements quality practices to drive continual improvements in change/incident/problem management resulting in increased availability, capacity and performance.  Beth drives management focus to data driven decision making as well being a specialist in creating solutions to rapidly and substantially reduce customer impacting outages.  She moves management focus to data driven decision-making.

  • IT Executive with expertise in implementing best practices processes including ITIL, to improve service level performance and customer satisfaction
  • Implements quality practices to drive continual improvements in change/ incident/problem to increase availability, capacity and performance
  • Experienced Service Operations Consultant who provides guidance across all levels from team members to Executive
  • Over 20 years of IT Infrastructure leadership in telecom, cable, and healthcare, internal operations as well as hosting
  • Led large teams (up to 250 people) in multiple locations supporting high availability Data Centers (10 states) for national service delivery 
  • Specialist in creating solutions to rapidly and substantially reduce customer impacting outages
  • Has expertise in analyzing cost of providing service compared to revenue received for IT Infrastructure support MSPs, including a roadmap to improve profit margin
  • Drives management focus to data-driven decision making
  • Has successfully executed all roles associated with moving Data Center moves from Tech to VP reporting to Board to PM managing the move
  • Certified in several organization dynamics instruments when applied facilitate successful organizational change, including Emergenetics profiles, EQi and TESI
  • BS in Applied Psychology and Leadership Certificate from Regis University

Beth’s Focus Areas

Operations Management

100%

Change and Release Management

96%

Operations Metrics

97%

ITIL and Service Delivery

82%

Executive Relationship Development

95%

Dan Halverson

Thought Leader

ITIL Expertise

99%

Information Technology Consultant and IT Executive with a firm understanding of IT Service Management. Certifications include ITIL-v3 Expert, Project Director, and Scrum Master. Adept at Service Strategy, Service Design, Service Transition, and Service Operations; his specialty is rolling out proven repeatable methods to position IT to deliver rapid success for the business

  • Specializes in the assessment and alignment of technology to business initiatives. Expert at value realization methods
  • Proven leader in building successful IT organizations
  • Understands and applies Agile across the DevOps spectrum
  • Established and directed Global PMOs
  • Involved in over 90 ITSM and BSM implementations (ServiceNow and BMC)
  • Conference Speaker and Published Author
  • PhD in Engineering from UC Davis, MS in Engineering from UCLA
  • Ph.D. in Engineering from UC Davis, M.S. in Engineering from UCLA
  • Published Author and Conference Speaker

Dan’s Focus Areas

Service Now/Remedy Implementation

98%

Management Consulting

96%

Business Alignment with IT

98%

Business Strategy/Service Realization

98%

Steve Wille

Thought Leader

Colorful Leadership Seminar

Steve brings an unusual set of skills and experience to the group. His corporate career includes software development and executive management with large corporations

  • IT development management roles at Great-West Financial, Citi/Diners Club, Reed Business Information, Guaranty National Insurance
  • Harnessing the Power of Human Ingenuity
  • Difficult Decisions
  • Project Conflict
  • Conference keynote speaker
  • Published Author – Colorful Leadership (available via Amazon)
    • Harnessing the Power of Human Ingenuity
    • Difficult Decisions
    • Project Conflict – Normal, Nasty, or Nice?
  • PMP, MBA from Regis University, BS from University of Denver
    Colorful Leadership Book

    Click here to order on Amazon

Steve’s Focus Areas

IT Development Management

98%

Agile

96%

Project Management PMBOK

87%

Leadership Coaching

96%

Business Relationship

92%

Richard Petti

Thought Leader

As an executive level service/support VP, Director, & Manager; conference speaker, consultant, and corporate trainer with international experience; Rich has managed consumer support, sales, customer service, and technical service/support groups in call centers, sales desks, help desks, and service desks; and has managed Facility and HR departments.

  • He has consulted and trained IT executives, directors, managers, and service/support personnel in North America, Asia, Australia, the Caribbean, Europe, and the Middle East
  • Certifications include every ITIL certification including ITIL Expert and is a certified ITIL trainer
  • In addition, he is certified in COBIT5, LeanIT, Organization Change, and the Apollo13 ITIL simulation
  • HDI certifications include Help Desk Analyst, Help Desk Engineer, Help Desk Manager, and Help Desk Trainer. His consulting client in Saudi Arabia went on to win a Help Desk of the Year Award
  • With DEC, he was certified Systems Engineer and Review Board Certified Support Manager; for on-site and remote support teams
  • Additional certifications include Shared Values, Designing High Performance Organizations and Self-managed teams, and Kepner -Tregoe Problem Solving
  • New York Institute of Technology, B.P.S. in Computer Technology & Management; Cum Laude

Richard’s Focus Areas

IT Development Management

98%

Agile

96%

Project Management PMBOK

87%

Leadership Coaching

96%

Business Relationship

92%

Paul Ousterhout

Thought Leader

You’ve heard it a thousand times, you can’t manage what you don’t measure.  Mr. Ousterhout has been fascinated with performance measurement and optimization for over 30 years.  Starting as a programmer, he learned data management and analysis as he climbed the corporate ladder to CIO/CTO.  Connecting data and technology to process and culture consistently creates outstanding results in short term profits and long term exit value.  He helps businesses that don’t have the data they need, or don’t know what to do with the data they have, to measure effectively.  This allows organizations to transform via evolution, not revolution.  Paul will help your organization:

  • Capture new data with mobile data collection apps
  • Create dashboards and scorecards that powerfully connect the strategic to the tactical
  • Integrate data from systems that ‘do not talk’ to each other
  • Analyze existing performance management system
  • And at its simplest – turn your data to dollars

Paul’s Focus Areas

Performance Measurement

100%

Performance Optimization

92%

Data Integration

94%

Process design

86%

Exit Value Optimization

89%

Tammy Fister

Thought Leader

Tammy has been an IT executive/CIO with over 30 years of experience leading IT organizations with a passion for delivering quality products and services. She possesses a broad range of experience from Business Process Management/Engineering through system level deployments.  This experience covers the entire “quote-to-cash” lifecycle, full scale re-systemizations and large enterprise Data Migration.  She has led implementations across industries and business functions including: IT Service Management, Human Capital Management, Financial Management, Customer Relationship Management, Sales and Order Entry, Network Provisioning/Activation, Network Service Assurance, Entertainment (GoTV) and the full suite of business systems including Oracle and SAP.  Established and managed: multiple IT PMO departments – implemented best practices in Demand and Resource Management, full Software Development LifeCycle and Application Portfolio Management.  IT departments under her leadership were recognized repeatedly, for being the most innovative and impactful technology organizations in the industry.  She has a strong ability to communicate across IT teams, vendors, partners, and up to the board level both locally and internationally.

  • Bachelor of Science in Business Technology Management – Regis University – Computer Science Summa Cum Laude
  • ITIL Certified v3 – IT Service Management
  • Inventor of two U.S. Patents – numbers 5,583,563 & 5,602,582.
  • Associates in Applied Science – Amarillo College – Cum Laude

Tammy’s Focus Areas

Executive and Partner Relations

98%

Business Process Design and Development

98%

IT Solutions Design through Implementation

100%

System and Data Integration

98%

IT Project Management

98%

Jim Hussey

Thought Leader

Jim is a proven IT leader with deep operational experience producing improved performance and efficiencies. Expert in IT organizational design, underlying ITSM process improvement, IT Asset Management organization and process design and technology vendor management including outsourced and insourced services.

Jim’s experience spans industry (Western Union), Service Provider (CSC & TCS) and IT consulting (ISG). Jim has developed a unique global perspective during his tenure leading transformative programs in the UK, Nordics and Australia.

Jim’s Focus Areas

ITAM Strategy & Organizational Design

92%

Technology Vendor Management

95%

Technology Third Party Risk Management

90%

RPA/AI Transition & Adoption

87%