Simon Dorst is Kinetic ITâ€™s Manager for Education & Learning. ITIL trained in 1992, he has spent most of his career educating and advising people and organisations in the Netherlands, Singapore and Australia of its benefits and application. To him, ITIL is nothing more (or less) than common sense, written down, and as such, it is undeniable, but also easily combined with other frameworks such as COBIT, MOF, DEV OPS, AGILE, PRINCE2, OBASHI or in this case SIAM. Simon is the State Branch Chair for and frequent contributor to the itSMF Australia. His pseudonym of the ITIL Zealot is a well-known and respected voice in the global service management community.Michelle Major-Goldsmith is the Service Management Capability Manager with Kinetic IT. Her role is to educate, rather than â€˜just trainâ€™, mentor and advise Kinetic IT staff and its customers in the principles of service management and the practical application of these principles in various environments. Michelle has been in the industry for over twenty years across virtually all continents. She was formerly Training Director at UK service management company,Sysop and Head of Service Desks at RAC Motoring Services. In addition to her role with Kinetic IT, Michelle is also the chair of the ATO Advisory Council (AAC) and AXELOSâ€™ Working Group and, as such, is instrumental in shaping the accredited training of AXELOSâ€™ best practices. She is extensively published within the Service Management arena.