Aale Roos has been an ITSM consultant since 1989. He set up his first help desk in the mid-1980s, and he’s been an active player in the development of the help/service desk and related standards, including the HDI Support Center Certification standard. Now he’s helping to shape the future of the service desk: the Service Desk 2.0. Aale was named ITSM Person of the Year in 2012 by itSMF Finland.