Welcome! This blog is my attempt to give back to the IT Service Management community. This post gets the introductory stuff out of the way. Let's tackle this in a Q&A format:
Who am I?
I'm Roger and I am in my mid-30s. I grew up in Oklahoma, got my degree from the University of Arkansas and now live in North Carolina.
What's my ITSM background?
I have been involved with ITSM since 1996. I started working on the help desk for a large retailer in Arkansas and now work at a large retailer in North Carolina. I have held technician and leadership roles in Service Desks and Problem Management groups. I currently lead a small team that performs internal ITSM consulting, process governance and project management.
What certifications do I have?
I am an ITIL v3 Expert, v2 Problem Practitioner and hold an ISO20K Foundations certification. The value of ideas is my focus, not who's got the bigger cert.
I am open to changing my ideas when better ones present themselves. So feel free to disagree with anything I post and present a case for your thoughts.