Advancing your ITIL Journey

Meet our experts

Chris Ward

Director of Training, Passion IT Group

Jaqi Haworth

Head of NOC Managed Services, Orro Group

Ramy Shehata

IT Services Senior Advisor, The Cigna Group

Paulo Tourinho

IT Operations Manager, H.B. Fuller

Brian Fricke

MSVP, CISO, Technology Risk Executive, City National Bank of Florida

Host

Chris Ward is the Director of Training at PassionIT Group. He is dedicated to helping clients maximize their capabilities through effective training and knowledge sharing. With a strong ability to communicate the power of technology and its appropriate use, he specializes in delivering impactful training programs tailored to diverse organizational needs. Chris’ expertise spans end-user applications, service desk consulting, training methodologies, and ITIL and project management training. Additionally, he has extensive experience in risk management and information systems auditing, equipping professionals with the skills to navigate today’s evolving IT landscape. Chris holds multiple industry-recognized certifications, including PMP, CRISC, CISA, ITIL 4 Master, PMI-ACP, PRINCE2 Practitioner, COBIT 2019, MCSE, and DevOps, and has a demonstrated commitment to excellence in IT service management, governance, and project delivery.

Speaker

Jaqi Haworth is an award-winning Service Management practitioner, consultant, and auditor with over 30 years of hands-on experience across a wide range of industries. A three-time judge and 2022 winner of B&T / Atlassian's Women Leading Tech Regional Technologist Award, Jaqi brings deep expertise in ITIL, HDI, and SDI frameworks. She is a Chartered BCS IT Professional (CITP), an ITIL 4 Strategic Leader and Managing Professional, and an accredited Service Desk Auditor and Trainer. Passionate about stakeholder outcomes, high-performance cultures, and inclusion, Jaqi champions women in technology and creates environments where neurodiverse professionals can thrive. Her approach to ITSM focuses on sustainable value, trust, transparency, and continuous improvement.

Speaker

Ramy Shehata is a goal-oriented ITSM Process Owner and ServiceNow Process Mining Product Owner with deep expertise in incident, problem, and service request management. An ITIL 4 certified professional and ITIL Ambassador, he is known for designing customer-centric ITSM processes that align IT strategy with business goals. As a member of the Process Mining Product Advisory Council (PAC), Ramy brings a strong focus on process optimization, automation, and continuous improvement. He is skilled in ServiceNow, Agile methodologies, and stakeholder collaboration and aims to drive service excellence and process maturity.

Speaker

Paulo Tourinho is an accomplished IT Service Management professional specializing in IT service relationship management, customer satisfaction, and IT process accountability. With extensive experience leading service delivery, service desk, and network operations center teams, Paulo has worked with major global organizations, tailoring services to align with best market practices. He is an ITIL Expert, ISO 20000 Associate, and VeriSM-certified, and has also contributed as a reviewer for the upcoming ITIL Service Request Practice Guide. Fluent in English and proficient in French, Paulo is passionate about building internal ITIL training programs that drive cost savings and certify professionals to support organizational success.

Speaker

Brian Fricke is an accomplished cybersecurity and technology risk executive with over a decade of leadership experience across the military, the government, and financial sectors. As MSVP, CISO, and Technology Risk Executive at City National Bank of Florida, he oversees information security strategy, AI and LLM security governance, and reports directly to the Board and Executive management. Brian has a proven record of strengthening security programs, managing global risk portfolios, and driving millions in cost savings through innovation and operational excellence. A recognized thought leader, advisory board member, and speaker, Brian’s work is grounded in a passion for public service, innovation, and resilience. A former active-duty Marine, he brings a mission-driven focus to advancing cybersecurity at every level.