Consultant Bios & Customer Testimonials

Gary Case

Co-author of ITIL V3’s Continual Service Improvement, Gary carries 30 years of IT experience, and specialises in providing strategic process consulting, business alignment, project management, and training to IT professionals across all industries.  Gary has a passion for the industry and strives to educate IT professionals on ITSM and ITIL to better their processes.

“This was an excellent class.  It more than met my expectations, and I am grateful for having been able to take it.  I would jump at the chance to take other classes presented by Gary and Pink Elephant.”

“Gary was an exceptional instructor. I have rarely seen such a wonderful combination of expertise in a subject area and presentation skills.  He is outstanding!”

“Gary Case's lecture style enabled me to absorb the material, and his examples facilitated better understanding. He is a very good instructor, and full of practical ideas.”

Kristin Colburn

Kristin is a seasoned IT professional with a talent for translating best practices into practical results by applying leadership, facilitation, organizational skills and focused commitment. With over 25 years of experience in various corporate and government roles, Kristin brings an effective approach to the challenges of IT and business integration using Service Management best practices. 

“Kristin is well versed in the ITIL philosophies and methodologies. She brought a real-world sense to the course, and was able to maintain everyone's interest.  First course in over 10 years, where I didn't want to take a nap during the first 10 minutes.  Nice job Kristin!!”

“Kristin Colburn was an outstanding instructor.  She made what could have been very dry material into a highly interactive enjoyable learning experience.  Her IT background was an added bonus because she understood what we were talking about when we made comments and asked questions.”

“She is fabulous. VERY knowledgeable in ITIL theory as well as practical applications of it. Her enthusiasm made the content of the course very enjoyable and interesting.”

Anil Dissanayake

Anil uses his 20 years of business and IT senior management experience, which he gained working for a variety of industries, to deliver management level ITIL courses.  Anil is also co-author of the publication: Service Management Strategies That Work.  Senior managers who attend his courses really appreciate his very generous and kind training style, and his strategic perspective and hands-on IT executive experience. 

“Anil is a fabulous instructor. He has a way of injecting just enough fun to keep the classroom lively, but not distracting from the learning experience. He is one of the best instructors I've encountered!” 

“Anil is a very talented and gifted instructor.  This is the second class I've taken with him… I learn a lot and appreciate his style of bringing real life examples to the material and the way he presents the material.  I always learn a ton!” 

“I've participated in many training programs.  I believe Anil is one of the best instructors I've ever had.  He is very knowledgeable and patient.  He is able to explain complex concepts in an easy to understand manner.  His time management of the class meant that we covered and understood everything while still having time in the day to get other work done.”

Troy DuMoulin

Troy is considered by many to be one of the world’s foremost ITIL and ITSM experts. He is very passionate about his work and is always striving to learn more, and wants others to learn with him. One of his most recent publications was the book Defining IT Success Through The Service Catalog in which he co-authored. Troy holds the ITIL Service Manager and Expert certifications and has over 12 years experience leading enterprise wide IT Service Management programs.

“I feel fortunate that Troy was the instructor for this class.    His practical experience provided many valuable insights.”

“Troy draws on his broad range of experiences to provide a practical approach.  I use things I learned in this class on a regular basis.”

“Troy is always so knowledgeable and strategic.  I learned something new every time he teaches.”

 Read Troy’s blog – one of the industry’s most popular and informative.

Kerry Gilmore

This past year, Kerry has successfully facilitated several ITIL courses that have resulted in “perfect pass results”. A very passionate educator and articulate presenter, Kerry uses his 20 years of IT experience, together with very easy to understand practical examples, to create a highly meaningful learning experience for course attendees.

“Very good instructor…I really appreciated the way he explained the content, and provided very clear explanations and answers to all questions…”

“I definitely rate Kerry a 10! Experience speaks the loudest in training. There is no doubt that Kerry is very experienced and knowledgeable…he has the answers and great scenario examples for every question.”

“Very helpful and knowledgeable. Questions were always welcome, and excellent, good clear answers were always provided.”

Victor Mack

With over 25 years of IT experience, Victor has seen it all and willingly shares his meaningful experiences with course attendees.  His ability to turn ITIL concepts into practical examples and interesting stories makes his classes very enjoyable. As a result, Victor’s courses are always rated very highly. 

“I can honestly say that the instructor (Victor) was one of the best I have ever had. He used examples, and I felt like I totally understood what he was discussing. I found I had a lot of difficulties in the foundations course, and was very anxious about taking this next course. But he put all my anxieties aside, and I felt like I understood everything. He was excellent and I hope that my next course is with him as well. He will definitely be a tough act to follow. Great instructor.”

“The instructor brought in real life experience and facilitated discussion as it applied to the course material and our organization. Best ITIL instructor to date.” 

“Our instructor, Victor Mack, did an outstanding job of presenting the material, encouraging discussion, keeping things on track and explaining sometimes complex concepts.”

Jim McKennan

“Dr. Jim” as he is known in the industry has your prescription for success! Read his blog, and read the articles which he regularly contributes to SupportWorld magazine. Jim’s one of the most passionate ITIL champions you’ll ever meet!

“I have taken ITIL workshops with another company in the past. However, the instructors were not nearly as knowledgeable as Jim McKennan. Great material; great instructor. Thank you Pink Elephant.” 

“The instructor was fantastic. Topics were presented in an interesting and thorough way.”

“Dr. Jim was great! Personable, and knowledgeable on the subject.”

“Jim's deep knowledge of ITIL processes was a tremendous factor in helping me to really understand the complexities of ITIL during this 5 day course.”

Rich Petti

Rich always aims to create a highly enjoyable training experience for everyone – and succeeds! Those who sit through Rich’s class benefit from his deep knowledge if ITIL, his entertaining style, and his love for people. As a result, Rich is consistently rated very highly by course attendees.

“Rich is a top instructor. He was able to hold the class attention for a whole week. It is a pleasure to attend his classes.” 

“ITIL Managers Bridging is a tough subject.  The class was filled with people who believe they're experts in IT and ITIL…Rich handled the class easily and kept us all on track.  Rich also kept the class tremendously entertaining - I really appreciated that.”

“Rich is not only extremely knowledgeable, but also very personable, kind and human.  I'd like to see him running America's public school systems!!!”

“Rich Petti did an outstanding job.  Knowledgeable, kind, and comical which kept the audience awake and responsive.”

Graham Price

A leading ITIL expert. Experienced consultant. Change facilitator and trainer. Graham possesses a wealth of knowledge and experience gained in a management career spanning over 20 years in the financial services and call center industries as well as in ITSM. Graham’s specialised knowledge of ITSM, his experience in implementing process improvements on a global and local level, combined with strong business acumen produce qualitative and measurable results

“Instructor was excellent in covering and explaining the material, and keeping the sessions interesting.”

“Very nice, very professional. Pleasant, kind.  Entertained all questions.”

“Instructor did a good job.  Kept the explanations straight forward and interesting.”

Jack Probst

As one of Pinks’ most senior consultants, Jack has a very diverse management, business and technical background. Those lucky enough to attend his management level courses walk away with bucket loads of extras not included in ITIL books. Jack not only possesses very extensive ITIL knowledge, but he has also successfully led a major ITIL project when he was an AVP at a Fortune 100 company.

“I thought the instructor (Jack Probst) was an excellent instructor - one of the best I have come across.  He knew his material and used his experience in the industry to help us relate.  Fantastic job!”

“Jack knew his stuff COLD, and presented everything with just the right mix of facts and humor.  It was a pleasure taking this fascinating course from him, and could not recommend him enough to others.”

“Jack really knew his stuff.  He had a lot of material to cover and did a good job of staying on track.”

“Jack is an excellent presenter and knows his stuff inside out. He is the primary reason I attended the session.”

Zahra Rahemtulla

Zahra’s courses receive high praise because of her very obvious and contagious passion for excellence. She’s helped numerous organizations implement ITIL and ITSM best practices and draws upon her expertise to move beyond just theory to provide many practical how-tos during training.

“Zahra must have done something right, because I got perfect on the exam!” 

“She was fantastic.  Was able to hold my interest…and made the material interesting as well.” 

“Zahra made the course relevant and interesting.  Her skills as a presenter, as well as her incredible knowledge of the material, were fantastic.”

Terry Sherman

When Terry was in college majoring in musical theater, working in IT was the furthest thing from his mind. He wanted to be Andrew Loyd Webber, not Bill Gates. And today, we’re all lucky that fate had a different plan! Terry uses his theatrical and musical background to create a truly inspiring and interesting learning environment for course attendees. Sitting through 5 days of intense material can be challenging, but Terry is able to keep people very motivated throughout.

“Terry is a gifted instructor.  He managed to make the subject of ITIL come alive!” 

“Very engaged, extremely well prepared. Creative with regards to how to best transfer knowledge to students and prepare for the exam.”

“Terry was the finest I'd had in the six classes I'd taken.  There was so much to be impressed by with Terry; his knowledge of the material, his instant rapport with the class, the order in which he presented the material...it all came together for an outstanding class experience.”

George Spalding

George is one of the world’s most insightful and engaging ITSM and Support experts, and also co-author of ITIL V3’s Continual Service Improvement core volume. George is an ITIL Expert, the highest level in the ITIL certification program, is a regular author of IT articles and white papers, and is a presenter at global ITSM conferences and events.  George’s winning personality captivates audiences and is enthusiastic to share the must-know information wherever he speaks.

“George was great.  He brought an outstanding blend of experience and expertise.”

“George Spalding certainly knows his stuff – not only regarding ITIL and ITSM, but from a technology management perspective as well.  Great class!”

“His knowledge was evident.  But his open, honest and realistic view of the principles of ITIL were very valuable.  He prepared me well.  Constantly setting the correct expectations to how I should view the subject manner.”

Edwin Toh

Edwin’s very meticulous approach to detail, together with his in-depth knowledge of ITIL, are two reasons why he has had so many “all students have passed” classes. His course attendees really appreciate his very personable communication style, his patience and the ease with which he aligns theory and practice.

“Excellent! Very clear and easy to follow. Edwin was a great instructor who was very patient with all of our questions. Many Thanks!”

“It is obvious that Edwin is a real authority on ITIL...he gave many helpful examples on how to apply ITIL in our work environment.”

“Edwin comes across as an extremely experienced and knowledgeable person.”

Jennifer Wels

Jennifer’s 12 years of ITIL experience is very evident. She has seen it all – the good, the bad and yes – even the ugly! And, she doesn’t hesitate to share honest war stories from her case book with her course attendees. Jennifer is valued for her very powerful training skills and her engaging delivery style.

“Jennifer was SUPURB in all aspects of the class. She is definitely a very positive asset to your organization.”

“Jennifer was fantastic. Engaging, knowledgeable, available. Just a tremendous instructor. Great analogies helping to put info into real life terms. Top shelf!!!.”

“Excellent instructor - Hope to have her again in another course.”

Bob Young

Bob Young brings with him extensive experience in the planning and implementation of ITIL to Fortune 100 and 500 corporations.  A certified ITIL Service Manager, his background includes operations, network services, application development, marketing, service desk and project management.  In the past three decades, Bob has held management positions in the telecommunications, financial services, banking, retail and insurance industries. 

“Bob Young was very knowledgeable about the topic.  He had great examples to use to explain a specific section.”

“Very knowledgeable, a true expert in the field.”

“Very approachable, friendly, and personable.”