Karen is an acknowledged expert in best-practice IT Service Management and one of the most experienced consultants, trainers and practitioners in the application of the IT Infrastructure Library (ITIL^®) in Australia. Presently she is Practice Manager for ProActive Services, responsible for the training and consultancy branch of the business. She understands the business issues related to delivery of cost effective, quality IT services and the importance of their alignment to business needs, and has successfully changed IT cultures from a technology focus to a customer service focus.

Karen is the Australian representative on the itSMF International Publications Executive Sub-Committee providing quality assurance for all new IT Service Management publications from the itSMF and OGC including ITIL^® version 3.