Randy has extensive IT service management and operations experience gained from many clients around the world. He authored the ITIL 2011 Service Operation book published worldwide. Passionate about game-changing management practices within the IT industry, Randy is a hands-on IT service management expert helping IT organizations transform their IT infrastructure management strategies and operational practices to meet today’s IT challenges. Randy has served in IT leadership roles across many large government, health, financial, manufacturing, and consulting firms, including a role as global head of IT service management for a worldwide media company with 176 operating centers around the globe. He implemented solutions for one company that won a Malcolm Baldrige award for their IT service quality. He continually shares his expertise across the global IT community, frequently speaking and consulting with many IT technology and business organizations to improve their service delivery and operations management practices.