Graham has over 19 years of experience in Information Technology covering many skill sets and industries. Within the practice of IT Service Management, he incorporates the ITIL framework in his project management and business analysis practice to deliver service excellence. Graham has been fully involved within the Service Management discipline for the past three years. His projects and ongoing consulting assignments have ranged from the initial adoption phases through to ongoing service improvement cycles. Within training and awareness, Graham both develops and delivers certified and customized Service Management courses. And within industry, Graham is an active member of itSMF Canada having presented at and co-organized regional conferences and events.