Randy has over 25 years of hands-on IT Service Management and operations experience gained from many clients around the world. He was the lead author for the ITIL 2011 Service Operation book. He was a Global Head of Service Management for a worldwide media company with 176 operating centers around the globe. He recently led a major IT Service Management transformation project for a large government agency crossing implementation of management technologies, process, organizational and governance changes that was awarded an ITIL project of the year award from itSMF. Randy is also the author of several popular ITIL books: Implementing ITSM, Measuring ITSM, Servicing ITSM and Architecting ITSM. Randy has implemented IT solutions for one client that went on to win a Malcolm Baldrige award for the quality of their IT services. He carries ITIL Expert, ISO20000 and PMP certifications.