Malcolm Fry began his IT career in 1967, and in the following years took on development, operational and management roles for retail, manufacturing, oil, and pharmaceutical organizations. He has received worldwide recognition as one of the foremost authorities in the areas of help desk and IT service management. He is the author of five best-selling books on IT service and support, the newest being A step-by-step Guide to Building a CMDB. In addition he has had many articles and papers published in multiple languages. Malcolm is an innovative and informative strategic consultant sought-after by many large organizations that see him as a catalyst to initiate improvements by reviewing their facilities and processes, and most importantly, preparing plans to allow them to meet their business and IT objectives.