Alan Nance
President and Managing Director

Alan is a distinguished Fellow of the Institute of Service Management; he was one of the first Service management Master's certified consultants and on the founding board of the itSMF. For over 20 years Alan has been an innovative leader within the service management discipline.

Joining Fokker Aircraft (now part of Airbus) from General Electric in 1984, Alan lead a team that pioneered Unattended Operations and Integrated Service Management based on IBM's ISMA. The result was recognized as one of the world's best unattended data centers.

During his tenure as General Manager at Pink Elephant, he was one of the founding brothers of what is now known as ITIL. As Founder and Managing Partner of Quint Wellington Redwood he has stood at the helm of many successful ITSM projects, including one of the most successful implementations of ITSM to date, at Hewlett-Packard.

Alan was one of the first examiners and trainers accredited by the ISEB and EXIN, and he has been involved in many service management innovations over the years including the concept of assessments like Pink Scan and QuintQuest, the ITIL Essentials now known as Foundations course, mobilization workshops and many of the prominent reference models used today.

In 1997, Alan joined Hewlett-Packard where first as Consulting Leader and later as the head of The Americas’- IT Operations, he sponsored and led the implementation of ITSM within the company. Later as Senior Director for Strategic Engagements, Alan was responsible for strategic outsourcing in the Financial Services Sector and pioneered the concept of transformational outsourcing based on service management principles.
In 2004, Alan returned to private practice to create Agilità.

Alan has assisted executives in many companies to develop and execute their service management strategy including ChevronTexaco, General Electric, FedEx, State Farm Insurance, KPN, AutoNation, Rabobank, Mahindra and Mahindra, Deutsche Bank, Credit Suisse, AKZO Nobel, Hewlett-Packard, Union Carbide, Eaton Corporation, and Lucent Technologies.

Alan studied Sociology at the University of Amsterdam and Business Administration at Nijenrode University - Netherlands School of Business and Wharton School, University of Pennsylvania.

Denise Underwood
Senior Vice President Executive Strategies and Optionality

Denise came to Agilità from Gartner, Inc. where she achieved near legendary status as Managing Vice President, architecting and building the hugely successful strategic sourcing practice.

At Agilità, Denise continues to inspire and serve our executive clients with her deep knowledge of sourcing strategies, service management and creating business value through proper organization of IT resources.

Denise leads our Optionality™ consulting globally. Agilità defines Optionality™ as a strategy of smart-sourcing distinct packages of work for a limited duration to suppliers anywhere in the world based on cost, quality and risk profile.

Denise has more than 26 years of IT management and advisory experience covering the life insurance, credit services, manufacturing and software industries. A certified SCM professional; a Fellow, Life Management Institute (FLMI), with distinction; a certified ISO 9000 IT lead assessor; and Foundations certified in ITIL Service Management.

Silvia Prickel
Vice President Service Management and Training

Silvia is a certified ITIL Service manager, BS 15000 consultant and Six Sigma Blackbelt. She has more than 20 years of IT experience ranging from mainframe program development to Desktop Strategy Program Manager. Finding her true passion in process management, Silvia was assigned as Program Manager for the Desktop Transformation Strategy at a $3.4 billion organization where she implemented several ITIL processes which resulted in 20% annual savings in operational expenses. Silvia was promoted to Service Center Manager responsible for Service Desk, Desktop Support, Network Operations and Security where she focused on delivering operational excellence and superior customer support. Continuing to further her career, Silvia joined Agilita as an ITIL consultant and instructor. She implemented ITIL at several organizations and has led many ITIL training classes.

Her ability to motivate, lecture and share her experiences has won high praises from her students. Her class pass rates are among the highest at 99%. Silvia’s passion for Process Management and Operational Excellence has made her feel at home working as an ITIL consultant and instructor!

Silvia now leads our Global Training Program for Agilita, responsible for developing and marketing IT courseware. With more than 7,000 people trained and a certification pass rate of 97%, the training offered to our clients is nothing short of exceptional!

Abbey Wiltse
Director of Service Management

Abbey, an ITSM journey…..
Abbey comes to Agilità as an ITSM consultant with over twenty years experience in IT. Abbey’s areas of expertise include facilitation of strategic planning, to assist executives to align their ITSM program to enable corporate objectives, and in the program management of large scale initiatives, to enable the transformation and cultural change required when moving to a process-based organization. She brings to Agilità’s clients many years of experience in leading ITIL process design development and the delivery of ITSM training, in both the private and public sectors.

Abbey has been ITIL Service Manager Level certified since the year 2000, and has been active in the ITIL community for many years through her early involvement with the itSMF Canada national chapter and her participation as a speaker at

numerous ITSM industry events.

Shalini Dhingra
Service Management Consultant

Shalini’s (pronounced Shah - Lee - Knee) core strength lies in "End-to- end customer management". She has an excellent flair for assisting customers no matter where they exist within the maturity curve of their IT Infrastructure.

Shalini has an enviable track-record building customer’s mind share for best practice implementation across geographies in India & Middle East.

Following her induction into this domain while at consulting heavyweight Ernst and Young, Shalini continued to enhance her skills and experience while working in renowned regional organizations like Microland & e-Sgulf.

Her previous assignments have focused on solution engineering and business development across the life cycle of IT infrastructure services. Her savoir-faire and domain knowledge of IT Service Management & Security Services coupled with ITIL & CISA certifications augment her sheer passion for customer centric service management.

Shalini’s strength is to drive and achieve significant benefits for our customers through consulting & implementing enterprise wide IT service management frameworks & guiding clients to achieving the BS15000 certification.

K.S. Franklin
Director of Service Management and Practice Principal

Franklin is a motivating force of knowledge and expertise on service management best practice. He is a qualified Black-Belt, trained ITIL Master and certified consultant for BS15000 implementations. With over thirteen years of experience in highly complex operational environments, Franklin oversees the ITIL/BS15000 consulting and implementation practice. In his previous assignment at IT powerhouse Wipro, he drove the ITIL implementation and BS15000 Certification project. This is considered to be one of the world's biggest implementations.

Franklin is passionate about Quality and as the Black belt for Six Sigma projects was instrumental is setting up state-of-the art processes and also in achieving significant Service / Process improvements within the IT organization. Prior to that Franklin headed up the IT Operations in one of the largest divisions within Wipro. Here he was responsible for developing and maintaining the entire IT infrastructure & systems across the Factories, Sales depots, Design Center & Business Office.

Before joining Wipro, Franklin worked for Coimbatore Stock Exchange in implementing online trading, market operations and back-office setup after which he lead the team in that connected the 14 stock exchanges across India.

Franklin holds a Bachelor of Engineering (B.E.), Master of Technology (M.Tech) and Mini MBA from Indian Institute of Management (IIM), Bangalore, India.