Paul has been working in the IT Industry for more than 25 years fulfilling a wide variety of roles from Computer Operator, to Systems manager to IT Services manager. Paul has been actively involved in ITSM for more than 15 years as both an Implementation consultant and as ITIL developer. He was a project team leader for the original BITE (Business IT Excellence) ITIL process-modeling initiative instigated by the CCTA (now known as the OGC). Paul was co-author of the ITIL publication “Planning to Implement IT Service Management”,and a member of the Advisory group for ITIL Version 3. Paul is also co-director and owner of GamingWorks, the company that developed the internationally renowned ‘Apollo 13 – an ITSM case experience’ ITIL business simulation. He was also co-author and cartoonist for the itSMF ‘Worst practice’ publication “IT Service management from Hell”, and more recently co-author of the ‘ABC of ICT’ (Attitude, behavior and Culture) book. ABC has since been recommended in OGC guidance and will become a mandatory requirement in the new ITIL Master certificate.