Board member

itSMF AustraliaDirector of itSMF Australia. Responsible for the Knowledge Repository portfolio & conference director for 2016/2017. The itSMF is a membership organisation dedicated to providing the help and support CIOs and other IT leaders need to deliver great technology services.


ITSMZONE_Mentor_BadgeAs a virtual mentor for the ITSM Zone and certified with ITILv3 Foundation and Knowledge Centred Support principles, I specialise in collaboration and knowledge management practices for IT.



havalogoTogether with Matt Allen, I invest in good tools developers use to get their jobs done.

Hava visualises your existing AWS cloud infrastructure and network topology in seconds.

Buildkite - Logo - for light backgroundsBuildkite automates your team’s software development processes, from testing through to delivery, irrespective of language, environment or toolchain.


How to Put the KM Into ITSM is a presentation offering a practical method to tackling knowledge base creation. View or download material from this presentation given as part of TFT12—Tomorrow’s IT Service Future Today.

Self-service: The new empowered social network. A presentation about community support in the enterprise. View, listen to, or download the TFT13 presentation.

Miscellaneous Rules: the hierarchy of knowledge is dead.  Delivered at the itSMF conference in Melbourne, 2014.

Better Problem Solving with Knowledge Management. A webinar for SysAid.


The Knowledge Bird talks to the ITSM Weekly Antipodean podcast crew. September, 2012.

Attivio – Knowledge management panel discussion. March, 2013

As guest crew on the ITSM Weekly Antipodean Podcast, with Rob England and Simone Moore. July, 2013.

Karen’s Conversations #5 – Knowledge management with Aprill Allen. December, 2014.

Articles & white papers

The secret to successful onboarding

Articles on the Zendesk blog

REA smashing IT department stereotypes

Knowledge12: Digital natives are spending more time in the feed

The players haven’t changed, but the game has. Interview with Gartner’s Jarod Greene (July 2012)

Are you getting stuck in the blame game?A white paper on service integration in a multi-sourcing environment written together with 3gamma CEO, Peter Wahlgren.


Knowledge Flow – Interview with Aprill Allen

ITIL Blues – An Interview with Aprill Allen