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Mario Vivas
Founder and Chief Education Officer

Mario Vivas is an ITIL v3 ITIL Expert with proficiency in Project Management with Systems Development Life Cycle (SDLC). He has a deep understanding of Change Management and Organizational Behaviour in order to effect positive growth of the business.


Mario has helped numerous organizations define and mature their Service Delivery Methodologies. This includes the suite of documentation templates for all process team disciplines.


Mario is an active Senior Education Advisor who can teach over 8 official ServiceNow courses. He has facilitated over 50 classes including in Toronto, Chicago, Phoenix, San Diego, San Francisco, London, and at the ServiceNow Knowledge conferences. 

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Shelby Nelson
Senior Education Advisor

Shelby Nelson has been a ServiceNow Developer and Administrator for over five years as well as a Systems Analyst and Developer in many other languages and platforms for over twenty years.


He has been a lead consultant on several key projects across many industries developing, ServiceNow applications such as ITSM, Service Portfolio, Software/Hardware Asset, Discovery, Orchestration, Customer Service Management, and SecOps. 


Shelby has developed a strong interest for teaching certified ServiceNow courses and enjoys sharing his knowledge and experiences of the platform with students.

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Carol Service
Education Advisor

Carol Service has been a Human Resources and Training specialist for over 10 years. 

She has provided training for IT Service Support with a variety of software and industry standards.  Carol has been working with the ServiceNow platform since 2010.

She's excited to share her experience and expertise as an Education Advisor as part of the River Horse team.

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Julie Leung
Education Advisor

Julie Leung has been working with the ServiceNow platform since 2013.  She was first introduced to ServiceNow as a platform owner/lead, and over the years has held many roles within ServiceNow teams in customer organizations, including ServiceNow Platform Architect, ServiceNow Solution Consultant, ServiceNow Developer, and Administrator.


She brings a depth of operational experience in platform stewardship, IT operations, governance, and continual service improvement to her instruction and interactions with clients and students. 


Outside of ServiceNow, Julie has had extensive experience in technology, including key roles in strategic business analysis and real-time software design & development.


Julie is excited to share her knowledge and experience as an Education Advisor with River Horse, and passionate about enabling her students to confidently steward and evolve the platform to meet their business needs and make work, work better!

Elizabeth Barclay
Education Advisor

Elizabeth is an ITIL®4 Managing Professional and certified ITIL® instructor with over 30 years IT Service Management consulting and teaching experience.  She has provides assistance to improve operational efficiency and reduce the costs associated with service delivery and has had the pleasure of working with government, utility, finance, retail, and other business sector organizations.


A key part of her work has been guiding the design and implementation of ITSM process and tools including ServiceNow.  All of this has made for a smooth move to providing ServiceNow education.



Elizabeth joined River Horse in 2022 to begin teaching the ServiceNow ITSM courses.  She is now certified to provide ITSM Fundamentals and ITSM Implementation classes.  She loves to add anecdotes to the classes and, most of all, to learn from the people who attend her classes.

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