Respected ITIL IT Service Management and Organizational Change practice leader, ITIL Book Author (Service Operation – 2011 Edition), IT Strategy Consultant, speaker, advisor to Senior Management executives with a hard focus on all aspects of IT Service Management disciplines for many industries. Spoke before US Congress on use of reusable application technologies. Prior Global Head of IT Service Management for a major worldwide media company in the UK with 172 operating centers in 96 countries. Senior consultant roles at IBM, Accenture and Deloitte. Author of 12 ITIL books covering everything in Service Management from processes to organization strategy and analytics. ITIL Expert certified, ServiceNow certified, PMP certified and holds a specialized graduate certifications in Process Management and Data Science from the University of Chicago and MIT. Frequent speaker at Service Management conferences. Past Co-Chair of itSMF ITIL Research Committee and editor of Research Newsletter. Deep expertise in IT infrastructure operations; ServiceNow implementation; Program Management, Project Management; Organizational Change - OCM; Six-Sigma and Lean Methods and Process Improvement.