Randy A. Steinberg

Randy has over 25 years of extensive hands-on IT Service Management and operations experience gained from many clients around the world. He is the author of the ITIL Service Operation 2011 Edition book. He is the co-author of an ITSM methodology and operational framework formerly used by a major Big 4 consulting firm worldwide. He was an early ITIL champion and served a stint as Global Head of Service Management for a worldwide media company with 176 operating centers around the globe. Randy is also the author of several popular books: Implementing ITSM, Measuring ITSM, Servicing ITSM and Architecting ITSM. He has also been a frequent speaker around the world for a number of organizations that focus on IT Service Management. His background includes all facets of IT service management for operations, applications, supporting technologies and organizational solutions. He holds an ITIL V3 Expert and ITIL V2 Service Manager designation and is also Practitioner and ISO20000 Consultant certified. He is also a certified Project Management Professional (PMP) and has an advanced Graduate Certificate in Process Management. Randy has implemented IT solutions for one client that went on to win a Malcolm Baldrige award for the quality of their IT services. His ITIL implementation experiences span the globe in terms of the clients he has served.