With degrees in chemical engineering and computer science, Kevin spent the first 10 years of his career at the NASA Johnson Space Center in Houston, working in Mission Operations for the Space Shuttle Program. For the past 15 years, he's worked with Ivanti (formerly HEAT software), advising market-leading IT organizations on strategy, business process design, and leveraging software solutions to help IT perform better. Kevin is the author of The Practical Guide to World-Class IT Service Management, The IT Imperative, and One IT, One Business.