About

ITSM Hub

ITSM Hub is Pink Elephant’s exclusive partner in New Zealand and Australia delivering the full suite of courses and consulting offerings. Outside of these regions we facilitate directly or through a trusted Pink partner

About ITSM Hub

ITSM Hub specialise in supporting you and your organisation to succeed. It's about ensuring you receive quality services and value. 

We are a dynamic and nimble team who can pivot to meet your requirements when and where you need. With over 25 years in the APAC market and a global partner network we bring best practice solutions to you. Our professional contractor service, consulting and certification offerings means an end-to-end offering is available, and at short-notice.

ITSM Hub is Pink Elephant’s exclusive partner in New Zealand and Australia delivering the full suite of courses and consulting offerings. Outside of these regions we facilitate directly or through a trusted Pink partner.

Certification training

Specialising in IT Service Management and related service management standards, frameworks, and disciplines. We deliver flexible learning and certification course options. Courses can be facilitated by our expert instructors either virtually or at your place or our on demand self-paced online course option. Know how with best practice methodologies and frameworks that deliver real business results. 

Consulting services

Our consultation services do smart smarter with strategic mentoring, customised workshops and best practice process improvements. Our consultants can adapt, adopt and utilise various best practice frameworks to fit your company's unique situation. We offer the full lifecycle of solutions; assessment, strategic guidance and planning, implementation and continuous improvement coaching. 

Outsourced recruitment offerings

ITSM Hub provide vetted, highly skilled, experienced and government cleared contractors. Contractors who can hit the ground running and assist organisations in establishing, improving and aligning best practice processes and methodologies. Outsource your IT and project services with us today.

Global reach

ITSM Hub is Pink Elephant's exclusive partner for Australia and New Zealand. Pink Elephant are a global training, consulting and conferencing service provider. Specialising in Service Management, specifically ITIL® and assisted with the most recent version update; ITIL 4.

All ITSM Hub services are success-driven and enabled by our strong network of globally recognised experts. Our trainers, consultants and contractors are experts with a diverse and high-level of experience, so you can expect value every time. 

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Partners & Accreditation

Pink Elephant – Are a global training, consulting and conference service provider with offices or partners around the world. Pink Elephant specialise in IT Service Management, specifically ITIL® and assisted with the development of the most recent version; ITIL 4.

ITSM Hub is Pink Elephant’s exclusive partner in New Zealand and Australia delivering the full suite of courses and consulting offerings. Outside of these regions we facilitate directly or through a trusted Pink partner. 


PeopleCert – An examination provider and leader in the assessment and certification of professional skills, partnering with organisations and government bodies to develop and deliver examinations worldwide. PeopleCert are the global examination body for AXELOS which includes the ITIL® certification modules. ITSM Hub are an affiliate training provider via our Pink Elephant partnership for ITIL, PRINCE2® and Lean IT.


Professional Designations – Are a governing body and exam provider for IT and Business certifications and designations. These are to recognise an individuals achievement of an explicit level of understanding of concepts and principles contained within a particular body of knowledge. ITSM Hub offer the certifications for a range of the Pink Elephant certification courses. 


 SFIA – The SFIA Foundation is a global not-for-profit organisation which oversees the production and use of the Skills Framework for the Information Age. This is a system for IT Professionals to match the skills of the workforce to the requirements of the business. It is a logical two-dimensional skills framework defined by areas of work on one axis and levels of responsibility on the other. It has been proven as an effective resource that benefits business by facilitating all aspects of the management of capability in corporate and educational environments. SFIA helps at all stages of the skills management cycle: organizational design, resource planning, recruitment, deployment, assessment, development and remuneration. ITSM Hub have a mapping licence and have added the SFIA skills to the industry accreditation area for each certification course we offer. We also provide SFIA consulting and training through our associate network.


AXELOS – Are responsible for developing, enhancing and promoting a number of best practice frameworks and methodologies used globally by professionals primarily working in IT service management, project, programme and portfolio management and cyber resilience. These methods include; ITIL®, PRINCE2®, MSP® and RESILIA® and have been adopted by private, public and not-for-profit sectors all over the world. ITSM Hub is partnered with AXELOS and Pink Elephant to deliver the best practice certifications for the Australian market. View our course offerings here.


GamingWorks – GamingWorks designs, develops and deploys professional business simulations or serious games aimed at solving the issues and supporting organisational learning and development. GamingWorks has a ’learn-by-doing’ solution which is used world-wide to assist putting theory into practice in an informative and interactive approach. ITSM Hub is accredited for Phoenix Project, Apollo13 and MarsLander simulation workshops.


CySec Professionals – Are listed as certified cyber training by the UK National Cyber Security Centre (NCSC) and listed as approved cyber training by the US, DHS CISA, the NIST Cybersecurity Professional (NCSP) Program is the industry’s first accredited training program that teaches individuals and organisations how to engineer, operationalise and continually improve a cybersecurity program based on the NIST Cybersecurity Framework. ITSM Hub have partnered with CySec Professionals to deliver the NIST Certification program to the Australia and New Zealand market. 


Everitas – Is Australia’s leading digital credentialing consultancy, serving the Asia Pacific Region. Everitas works in collaboration with Credly, the world’s most trusted digital credential ecosystem. The world’s leading organisations and institutions trust Credly to help transform knowledge, skills, and achievements into digital credentials that empower individuals to capture opportunities, and organisations to measure impact. ITSM Hub offers digital credentials to our candidates upon completion of courses, further information on our digital badge offering can be found here.

Meet our team

Rachel Pennings, Chief Executive Officer

Rachel has over 20 years’ experience leading key departments in North America and Asia Pacific in the ITSM Education, Consulting and Professional Services industry. Rachel is passionate about working with IT professionals to upskill and advance their careers through the many customer projects we have underway. Working in collaboration with her team ITSM Hub bring globally recognised Best Practice certifications and developing programs to enhance the skillset of practitioners. Rachel continues to lead and provide the strategic vision for ITSM Hub.

Shane Johnson, Principal Consultant 

Shane has over 30 years of IT management experience, gained in military, government, and private enterprise both in Australia and internationally. Shane specialises in helping organisations Improve the value realised from their IT Investments, through use of IT service management and related methods, such as ITIL, DevOps, Business Relationship Management, Software Asset Management and Lean IT frameworks and practices.

In addition to conducting service management training and consulting services, Shane has been a speaker at Service Management conferences in Australia, New Zealand, and North America. Shane has undertaken product research and development in the ITIL framework and authored several articles on IT Governance, Service Management Standards, and ITIL v3 for industry publications. Shane was a contributor to the ITIL v3 Continual Service Improvement book.


Stephen Moore, Strategic Advisor / Senior Account Executive

Experienced Senior Executive with over 35 years in Government and private sector as Chief Information Officer, Chief Operations Officer and General Manager.  A former Adjunct Professor with a demonstrated history of working in the information systems research space. Skilled in operations leadership, major projects (up to $50million), policy development, business process, negotiation, analytical skills, coaching and government.  Currently senior account manager with ITSM Hub providing strategic advice and resources to multiple key customers.  Stephen understands your challenges, has dealt with most of them before and can identify options, solutions and opportunities.  

Claire Cherry, Account Operations Manager

Claire has been in the IT education and learning space for over 10 years. A dedicated account manager with a focus on ensuring a positive and enjoyable training experience for all. Claire has managed large training roll-outs for multiple organisations so understands what is requested to ensure a smooth learning experience. Claire is also responsible for the day to day operations of ITSM Hub.


Sally Taberner, Customer Experience Coordinator

Sally supports our candidates, consultants, trainers and the rest of the team. Sally manages all our training logistics, administration and provides sales assistance. Sally has great communication and attention to detail, you will find her on live chat if you have questions, responding to your emails or on the phone.
Paul Robertson, Service Implementation Manager
Paul is an executive leader, director and senior consultant with over 20 years’ ICT experience in both Public and Private Sectors where he has built and managed ICT Operational Teams aligned to industry best practices in the delivery of IT Service Management (ITSM), specialising in IT Service Delivery and Service Operations.

Paul held Director level roles with two large federal government departments (Dept. of Foreign Affairs & Trade and Dept. of Environment) as well as Senior Consultant roles within private industry providing enterprise & strategic consulting (Dept. of Defence). He has also held Senior Delivery Manger, Head of Service & Maintenance and Client Delivery Director roles with ICT Managed Service providers (Optus and Datacom) leading strategic operational planning, business development and managing the delivery of ICT support and professional services to over 60 clients (including the Dept. of Home Affairs, ATO and Capital Airport Group - Majura & Brindabella Parks).

As an Associate with ITSM Hub, Paul is currently leading the delivery of ITSM & ITIL methodology & industry standard best practices to one of our biggest clients as well as supporting our professional services and project management team with the implementation of ServiceNow aligned to his documented ITSM model.


Ronald Kohlman, Project Management Lead

Ronald brings his wealth of many years of experience in ICT to major programs in a way that supports both Program level planning and foresight, as well as quality execution, for successful outcomes.  

Ronald’s core IT competencies are in the areas of Program and Project Management, Test Strategies, Methodologies, Testing, DevOps and Service Delivery Management.  He has experience leading global program initiatives and process improvement efforts.  He considers ICT management requirements in a broader context, more than just applications and environments; and offers recommendations that extend to budgeting, scheduling, business process, resourcing, infrastructure and performance challenges.

Ronald has a depth of experience that enhances the overall team - he is a contributor, particularly in program mobilisation with the capacity and drive to get things done.  Ronald's multi-sector expertise; Banking & Finance, Utilities, Telecommunications, Oil, Government, Retail, Supply Chain, and Manufacturing; across a variety of technologies and geographic domains; means that his contributions are sound, commercially based and positive.  He is great sounding board, mentor and "can do" colleague that is willing to lend a hand when the going gets tough.  An innovative manager with a strong focus on problem solving and ability to bridge the business and technical environments, improving the capacity for ICT to support the business.  He consistently delivers against milestones.  Ronald is a team player and a key to Ronald’s success as a delivery facilitator, is his ability to communicate at all levels within the organisation.


Sunil Goyal, Senior Consultant & Trainer
Sunil Goyal is a highly experienced SIAM, ITSM and Project/Program Management consultant with ~20 years’ experience. Sunil has worked in various large organisations in the private as well public sector. Sunil has achieved a Post Graduate Diploma in Telecom Management (Marketing & Strategy) & a Bachelor of Commerce (Accounting & Economics) along with following Internationally recognised professional certifications & trainer accreditation.

Sunil started his career with India’s biggest telecom operator managing a few large accounts for end-to-end telecom services, Moved on to Head the Project Management Office at Telenor (Telecom of Norway) for ~2 years setting up & launching their India Operations. He also worked as Head of Project Management at Indus Towers Ltd (World's leading Telecom Tower Company) and set up the PMO.
Sunil has trained & coached 5000+ participants across various Australian organisations and helped them deliver better IT & Digital service experience to their customers & users. Sunil has provided coaching & mentoring services at Department of Finance (WA), Department of Defence, SA Health, NSW Police and worked as a consultant at Department of Customer Services (Govt of NSW), Fair Works Ombudsman and Department of Defence.
Sunil based on his education qualifications, professional certifications and his work experience across various large private and federal organisations has acquired a reputation and is trusted by many federal Govt agencies for his work ethic & delivery success.

Catherina O'Leary, Change Management Lead 

Catherina has extensive professional experience in leading, designing and implementing transformational change in organisations across a number of sectors in Australia and overseas. Her diverse and varied skillset brings a valuable perspective to any executive team.

Catherina’s strengths lie in her ability to deal with high levels of complexity in a constantly changing environment where high level judgment and sensitivity is critical. She excels at translating and communicating this complexity in a manner that ensures understanding and acceptance from any audience.

Her specialties include organisational design and development, transformational change management, communication and stakeholder engagement, and governance frameworks.


Michael Davies, Senior Consultant & Trainer

Michael has more than 30 years of experience as an IT Service Management professional and helped to introduce ITIL best practice into Australia. He has worked in the UK and Australia in various roles including: support manager, services consultant, training manager, quality manager and service management strategy lead.
Over the last 20 years Michael has used the best practice guidance of ITIL and COBIT to provide consultancy to clients including: capability assessments, improvement planning, process design, organisational reviews and the planning and design of service management operating models. In 2015 he received itSMF Australia's Lifetime Achievement award.
Additional to ITSM, Michael is also a SFIA skills framework consultant and assessor.

Malini Jayaganesh, Senior Consultant & Trainer

Malini is a highly experienced Business Relationship Manager (BRM) who specialises in nurturing high-performing individuals and teams in government and private sector including multinational companies. As an experienced learning facilitator, she designs and delivers training programs that achieve results. Malini is the recipient of 5 Global Excellence awards from the Business Relationship Management Institute and was featured in the global list of Top Business Relationship Managers in 2019 and 2020. She is also the recipient of a Service Excellence Award from the Department of Health and Human Services for establishing strategic partnering capability. Malini is regularly invited to deliver keynotes and presentations at professional and academic forums in Australia, USA, UK and India.

Eugene de Moel, Senior Consultant & Trainer

Eugene is a senior consultant with more than 20 years’ experience in the management and delivery of IT services. He has specialist knowledge and expertise in Service Management and the application of its concepts in a pragmatic and controlled approach. In the context of the delivery of services, Eugene managed and governed projects using best-practices and his engaging and personal approach to create successful outcomes.
Eugene is also a skilful and engaging trainer and learning development manager who, based on a wealth of practical operational experience and business knowledge, has trained, coached and assisted participants in various subject domains including Service Management, Governance, Change Management, Project Management and Program Management.
With a strong background in aligning IT with business requirements, Eugene facilitates change and process improvements, using innovative ways as business-simulations and gamification knowledge to bring active learning into the realm of an organisation.
Eugene is a strong project manager and mentor with organisational change experience and quality service delivery track record. He is a bridge builder with excellent communication skills and the ability to interact at all levels within an organisation. With his positive attitude to life accompanied by a great sense of humour Eugene creates fruitful and fun work and learning environments.

 Oswin Kakumanu, Senior Consultant & Trainer 

Oswin has 24 years of P3M (portfolio, programme, and project management), IT service, and PMO services management experience, serving both private and public sector clients and professionals, in New Zealand, Australia, and Internationally. He is currently pursuing his doctoral studies in business administration and he is a certified registered practitioner and approved trainer of the following best management practices: PRINCE2, PRINCE2 Agile, Managing Successful Programmes (MSP), Management of Portfolios (MoP), Project Programme Portfolio Office Management (P3O), Management of Risk (M_o_R), Better Business Cases (BBC), Change Management, ITILv4, SAFe, and Lean Six Sigma. He is also certified in several of PMI standards such as PMBOK and The Standard for Program Management. He provides training, coaching, mentoring, and consulting services on the above best management practices.

Karen Chua, Senior Consultant & Trainer

Karen graduated with an Engineering degree in 2000 and has more than 20 years of IT experience, of which 8 years were focused on Management training and consulting. She has been a certified ITIL Expert since 2009 and most recently ITIL Managing Professional. Karen has been a Management and Principal Consultant, providing training and consulting services to a broad customer base in various industries including Banking & Finance, Insurance, Telecommunications, government agencies, Supply Chain, Education, Training & Consulting. Her extensive work in Singapore and the Asia Pacific region also includes India, China, Hong Kong and Australia. She is especially passionate about leveraging on industry standards and best practices to ensure that the businesses deliver the optimal business value to the various stakeholders. She also believes that while doing so, organisations should adopt agility and explore new ways for eg, using digital technology to transform businesses, sustain innovation and growth while balancing the risks from a highly volatile economy.