Randy Steinberg has over 25 years of hands-on IT service management and operations experience gained from many clients around the world. Mr. Steinberg was the lead author of ITIL Service Operation 2011 and 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 that spanned implementation of management technology, process, organizational, and governance changes and was awarded an ITIL Project of the Year Award from the IT Service Management Forum (itSMF). Mr. Steinberg is also the author of several popular ITIL books: Implementing ITSM, Measuring ITSM, Servicing ITSM, andArchitecting ITSM. He has implemented IT solutions for one client that went on to win a Malcolm Baldrige award for the quality of its IT services. Mr. Steinberg holds ITIL Expert, ISO 20000, and PMP certifications. He can be reached at RandyASteinberg@gmail.com.