Pink Elephant
IT Service Management
Hall of Fame


The IT Service Management Hall of Fame – established by Pink Elephant – recognizes excellence and leadership in the field of IT service management. ITSM has become well-entrenched for several decades as an approach to managing IT services. The industry has brought forth many innovations, as well as individuals who have emerged as thought leaders and champions within their own organizations.

Hall of Fame inductees will have significantly contributed to, profoundly influenced, and made a long-standing commitment to the IT service management industry, as well as attained the prestigious distinction of representing the highest levels of inspiring leadership and success in ITSM.

The following criteria will be used to evaluate each candidate's accomplishments and dedication to the profession:

Pink Elephant will honor a new group of Hall of Fame inductees at Pink23 – the 26th International IT Service Management Conference & Exhibition – in Las Vegas, February 26 – March 1, 2023.

Past Inductees Class of 2022

Joseph Hayes, Fortune 100 Financial Services COO/CIO
Joseph Hayes
Fortune 100 Financial Services COO/CIO

Joe is a highly seasoned IT professional and one of those rare senior executives who has made the leap from IT to the business side. He spent 24 years at Prudential Insurance, which included the role of Vice President & CIO, and he was promoted to a business role of Senior Vice President and Chief Operating Officer.

As a senior IT executive, Joe has been responsible for many outstanding transformation initiatives. He has led several hundred IT employees and transformed his IT organization into highly efficient teams.

Jack Probst, Principal IT Management Consultant, Pink Elephant
Jack Probst
Principal IT Management Consultant
Pink Elephant Inc.

With more than 40 years’ experience in functional and senior leadership and consulting in a variety of disciplines, Jack delivers strategic process consulting and advanced service management training and educational programs.

His senior leadership experience includes serving as Scottsdale Insurance Company CIO, setting up significant processes that saved $3.5 million at Nationwide Insurance in the first three months alone, and efficacious consulting with Pink Elephant clients that includes developing and implementing a value-based operating model for Honeywell.

Jack has also served on the itSMF board and has recently completed his doctorate in organizational leadership at Grand Canyon University.

Elaine Lauritzen, Managing Director, HR and Support, Office of IT, Brigham Young University
Elaine Lauritzen
Managing Director, HR and Support, Office of IT
Brigham Young University

An IT professional since the late 80s, Elaine has spent 19 years at Brigham Young University where she is currently in senior management.

She has had responsibility for and been involved with overseeing all customer-facing aspects of the Office of IT, the Operations and Support Center, Technology Support, Endpoint Engineering, End-user Productivity Engineering and Support, and much more.

Elaine has led many continual service improvements including IT service management, ITIL®, and many other business projects that have driven major cultural change within her organization.

David Cannon, Executive Vice President, nfiniti3, and ITIL v3 and ITIL 4 author
David Cannon
Executive Vice President, nfiniti3, and
ITIL v3 and ITIL 4 author

For more than 30 years, David has been deeply involved in IT. He was one of the first ITIL-certified professionals in his home country, founded itSMF South Africa, and, following a move to the US, was elected president of itSMF USA in 2008.

He co-authored the ITIL v3 Service Operation book, redeveloped the 2011 edition of the ITIL v3 Service Strategy book, and headed the Infrastructure Operations and the Security and Risk consulting groups at Forrester Research.

David has also co-authored the ITIL 4: Digital & IT Strategy book and was the lead editor of the brand-new ITIL 4: Acquiring and Managing Cloud Services book.

George Spalding, Vice President & Executive Consultant, Pink Elephant
George Spalding
Vice President & Executive Consultant
Pink Elephant Inc.

George began his IT career more than 40 years ago. He was one of the first instructors for Microsoft Windows and authored the seminal book Windows 2000 Administration.

Since being introduced to ITIL in the very early days, he has become renowned as one of the industry’s most charismatic and effective instructors.

He has gained countless certifications in areas that include IT security and audit, Microsoft Windows and networking, Novell, Cisco, CompTia, etc. George co-authored the ITIL v3 Continual Service Improvement book and was the 2012 recipient of the Ron Muns Lifetime Achievement Award from the Help Desk Institute.

This year’s Hall of Fame President’s Distinction Award – reserved for individuals who are recognized for their essential role in the development of the IT service management industry – is awarded to Malcolm Fry.

Malcolm Fry, IT industry luminary and author
Malcolm Fry
IT industry luminary and author

Malcolm’s IT career began at the Ford Motor Company in Essex in the UK sometime in the 1960s. By the early 1980s, he had moved into consulting and training and traveled the world to enlighten IT professionals everywhere through his deep thinking and quick wit.

His main topic was something he called the service culture and was encapsulated in four talks on the help desk, problem and change management, service level management, and quality control and assurance.

Fry’s books include Step by Step Guide to building a CMDB, ITIL® Lite: A Road Map to Full or Partial ITIL Implementation, ITIL Lite - Aligned to the ITIL 2011 editions, and Building an ITIL-Based Service Management Department.

ITSM Networking – Pink20

David Ratcliffe (Pink Elephant President), Jack Probst

ITSM Networking – Pink20

David Ratcliffe (Pink Elephant President), Elaine Lauritzen

ITSM Networking – Pink20

David Ratcliffe (Pink Elephant President), David Cannon

ITSM Networking – Pink20

David Ratcliffe (Pink Elephant President), George Spalding

Class of 2020

 Brian Johnson, Chief Architect, ASL/BISL Foundation
Brian Johnson
Chief Architect
ASL/BISL Foundation

Brian Johnson has been a major driving force behind IT service management from the very beginning and, due to him being one of the original authors of the first ITIL® books written when he worked for the Central Computer and Telecommunications Agency within the UK Government in the mid-1980s, he more than deserves this recognition. Others played important parts in those times, but none has contributed more than Brian to get us to where we are today. Since then, he’s published more than 30 titles about IT and business best practices and has spread his message as a presenter to audiences in more than 40 countries.

In addition, Brian initiated and defined version 2 of ITIL in the mid-90s.

Brian is also the founder of the IT Service Management Forum, (or IT Infrastructure Management Forum as it was called in 1991). itSMF, as many of you will know, is a professional organization focused on IT service management and ITIL and now has chapters in 36 countries around the world.

Brian has advised IT professionals across numerous industry sectors on adopting IT best practices and is currently Chief Architect at the Foundation for the Application Services Library and Business Information Services Library in the Netherlands. This Foundation provides guidance on business information management to a wide range of public and private sector businesses.

 Cathy Kirch, Senior Business Analyst, Service Management, Argonne National Laboratory
Cathy Kirch
Senior Business Analyst, Service Management
Argonne National Laboratory

Cathy is a front-line ITSM practitioner and has been a friend to the ITSM community for many years. Her experience as a long-standing technical leader within infrastructure services has been focused on large enterprise implementations for the insurance and government sectors within development, engineering, and IT service management. As a certified ITIL Expert, she led multiple process efforts and projects at Allstate Insurance – and spear-headed training for hundreds of fellow practitioners.

Cathy, who has always been willing to share her thoughts, ideas, and experiences of best practices, has contributed to the growth of the ITSM industry worldwide. As a sought-after technology speaker, she has delivered presentations on service management implementations and improvements at industry events since 2005, winning the Case Study of the Year award in 2012. Cathy is also a past recipient of the 2006 ITIL Practitioner of the Year award and was a member of the Project of the Year award for 2007 while at Allstate.

Cathy also gives back to the profession by volunteering in various work groups and has played a major role with itSMF USA locally, nationally, and internationally by helping to spread the word and promote the application of best practices. She was president of the Chicago Local Interest Group, and then moved onto the itSMF USA Board of Directors before becoming the Board President in 2017 and Past President in 2018.

Troy DuMoulin, Vice President of Research & Development, Pink Elephant Inc.
Troy DuMoulin
Vice President of Research & Development
Pink Elephant Inc.

Troy is considered by many to be one of the world’s foremost ITIL and ITSM experts. He is highly sought-after by Fortune 100 companies to provide guidance on the latest trends in ITSM, Lean, business relationship management, organizational change management, strategic planning, and leadership.

As a leading IT governance and service management authority, Troy has exceptional expertise in Lean IT and DevOps as well as more than 20 years of experience in executive IT management training and consulting. He is a contributing author for many books that include publications focused on Lean IT, the service catalog, and official ITIL publications for editions 2 and 3. More recently – at AXELOS’ invitation – Troy contributed to the ITIL 4 update as a member of the Lead Architecture Team.

Troy was instrumental in establishing PinkVERIFY™, the industry’s stamp of approval for ITSM tool verification, that provides guidance and direction to countless software vendors by providing them with the guidance needed to create and maintain ITIL-compatible toolsets.

Troy’s blog is one of the industry’s most popular and informative, and he is a frequent speaker at IT management events. He was also recently named one of the Top 25 Industry Influencers in Tech Support and Service Management.

ITSM Networking – Pink20

Brian Johnson, Christine DuMoulin (wife of inductee, Troy DuMoulin), Troy DuMoulin, Fatima Cabral (Pink Elephant CEO), Cathy Kirch

ITSM Networking – Pink20

David Ratcliffe (Pink Elephant President), Brian Johnson

ITSM Networking – Pink20

David Ratcliffe (Pink Elephant President), Cathy Kirch

ITSM Networking – Pink20

Christine DuMoulin (wife of inductee, Troy DuMoulin), Troy DuMoulin, David Ratcliffe (Pink Elephant President)