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Michelle Major-Goldsmith


eConsultant® Summary:

Michelle is an IT Service Management practitioner with a wealth of experience across a breadth and range of industries including motoring, insurance, banking, health, government, mining and utilities.  Michelle has been in the industry for over twenty five years working across virtually all continents. Currently based in Western Australia Michelle is a member of AXELOS’ Working Group and Qualification Board and a committee member at itSMF Western Australia.  Michelle promotes the use of a number of best practice approaches but has particular specialisms in ITIL and SIAM, service management maturity assessment and improvement planning as well as expertise in organisational change management and continual professional development

Sample Engagements:


  • Western Australian Mining Company, various Australian Government Departments

ITSM Maturity Assessment and Service Improvement Plans


  • U.K. Insurance Company

Service Desk and Desktop and Mobile Computing outsourcing project (India). Transition management of Service Desk and Desktop and Mobile Computing services from UK to India.  Management of project from due diligence, through solution design to implementation


  • Varous UK Government Departments and Institutions

A variety of service management engagements. From education and training programmes to process implementation and improvement

United States of America:

  • Global Pharmaceutical Company
  • Process implementation and Team Training

Process design and implementation and extensive best practice training delivery to support strategic initiatives

  • SIAM: revolution or evolution? – itSMF-AU AU Conference Blog (May 2016)
  • Continual Individual Improvement (CII) – All things ITSM (March 2016)
  • The culture of sharing; a new world of Learning for service management staff – All things ITSM (Feb 2016)
  • SIAM – The case for Service Strategy and Design in practice – All things ITSM (Dec 2015)
  • How to win at work even with a horrible boss – All things ITSM (Sep 2015)
  • SIAM – What’s all the fuss about? – All things ITSM (Nov 2015)
  • A note to my friend DevOps from ITIL – All things ITSM (Sep 2015)
  • Who is the King of SIAM? AXELOS White Paper: (August 2015)
  • The case of the Horrible Boss and the Service Culture – SHIFT Media (Feb 2013)
  • The one-hour service improvement plan -Service Talk itSMF UK (May 2013)
  • Implementing for success – itSMF-AU Australia Conference Magazine (August 2012)
  • Putting the ITIL theory into working practice – itSMF UK Service Talk (Summer 2012)
  • ITIL never happen – itSMF UK Service Talk (Spring 2012)
  • Launching ITIL – IT Training (Spring 2011)
  • Engaging the Bored Board – itSMF UK Service Talk (Spring 2011)
  • Engaging the Bored Board – Vital Magazine (February 2010)
  • ITIL v3 comes of age – UK Cabinet office blog – (2009)

Specialist In:

IT service management, ITIL, SIAM, Organisational Change, Outsourcing and Service Transition, Education and Training.

Location: Western Australia

Languages: English