Troy DuMoulin is a leading ITIL and IT governance authority with a rich background in executive IT management consulting. Troy is an ITIL Expert with extensive experience in leading regional and global ITSM programs. He is VP, Research & Development, for Pink Elephant and a frequent speaker at ITSM events and was a contributing author to multiple ITSM and Lean IT books, papers, and official ITIL publications. Troy was recently named one of the Top 25 Thought Leaders in Technical Support and Service Management by HDI. Follow him on Twitter at @TroyDuMoulin .