<p>Rae Ann Bruno is the President of Business Solutions Training, Inc (BST), an organization focused on training and consulting in various areas of improving the customer experience, ITIL, Knowledge-centered Service (KCS), Service Desk Improvement, Internal Marketing, Metrics and ITIL Process Improvement.&nbsp;</p> <p>&nbsp;</p> <p>Rae Ann was inducted into the HDI Hall of Fame in 2017 and was named one of Cherwell&rsquo;s IT Legends that same year. She holds several ITIL and HDI certifications and is a Business Associate for HDI ITIL and Support Center certification courses and consulting.&nbsp; She is a member of the HDI International Standards committee and is a frequent speaker at leadership and support conferences and the author of the HDI focus books, <u>Translating IT Metrics into Business Benefits</u> and <u>What Have you Done for Me Lately?&nbsp; Creating an Internal Marketing Culture.</u></p> <p>&nbsp;</p>