Randy Steinberg has over 25 years of hands-on enterprise service management and operations experience at large-scale health, financial and governmental clients around the world. He has helped enterprise class organizations and hosting companies to deliver excellent services to their customers, through a rich understanding of organizational planning, cloud datacenter best practices and service management. He was a Global Head of Service Management for a worldwide media company with 176 operating centers around the globe. He has led several major service and datacenter transformation projects for government and Fortune 100 IT organizations crossing implementation of management solutions, disaster recovery, availability, organizational, governance, and Cloud infrastructure changes. Some of these have won ITSM project of the year and Malcolm Baldrige awards. Randy is also the author of ITIL Service Operation 2011 Edition and recently the new VerISM (Service Management for the digital age) book. He has authored many other books on implementation, measurement, and systems and process architecture. Randy has been a frequent speaker at industry conferences around the world.