Hank is the Founder and Executive Director of the National Association for Business Service Management (nabsm.org), an organization representing the international IT community with specialized programs dedicated to BSM. Hank holds Managers Certification in IT Service Management with Distinction in Service Delivery, Six Sigma Green Belt, and COBIT Certification. He has over 25 years of experience managing, organizing and optimizing IT infrastructures and organizations in roles spanning technician, sales, manager, CIO, CTO and CEO. He now focuses on bringing his unique points of view to helping companies adopt IT service management tools and techniques. His speaking experience includes keynotes, tracts, and workshops at numerous industry tradeshows and local interest group meetings (HDI, itSMF, Pink Elephant, Interop, etc.), television interviews, web casts, podcasts, teaching ITIL and other programs since 1986.