Ryan Ogilvie is a service management consultant with Blackfriar Consulting in Calgary. In his current role, he helps organizations realize value by leveraging service management best practices. Aside from his own blog, Service Management Journey, he has guest blogged for TSO, AITS.org, and various ITSM vendors. He was recently recognized by HDI as one of the Top 25 Thought Leaders in Technical Support and Service Management and is an HDI Featured Contributor for 2018. Follow Ryan on Twitter @ryanrogilvie.