Rae Ann Bruno President Business Solutions Training, Inc. Rae Ann Bruno, President, Business Solutions Training, Inc., has more than 15 years of management experience with an emphasis on process re-engineering, employee development, and business alignment of IT services. Formerly the vice president of strategic relations for Previo, Rae Ann was the publisher of Previo's eZine, eSupport Perspectives and has authored many articles and white papers published in various support and service industry publications. In this role, Rae Ann consulted with Previo customers on process re-engineering and best practices and trained support professionals on industry best practices. Prior to Previo, Rae Ann was the director of IT customer service for Siemens Energy & Automation (SE&A) where she started up an IT training and documentation department, re-engineered the service desk, and implemented incident management, problem management and service level management across the IT organization. She came to SE&A from Cutler-Hammer where she re-engineered the support and security teams in her role as enterprise support manager. In her previous role as the training and documentation manager, she worked closely with the business units to develop and deliver business-focused training and support. Her training team won the Cutler-Hammer Award for its innovative and successful training program focused on raising the computer literacy of the Cutler-Hammer sales force through organized peer training. Rae Ann is ITIL certified and is a certified trainer for HDI for the professional, knowledge management, team lead, manager and director certifications.

Katherine Lord President/Senior Consultant K.A. Lord ITSM Consulting Katherine Lord is a seasoned ITIL practitioner with significant consulting expertise in the ITIL education and implementation. As a certified instructor for HDI, and part of its global faculty, she teaches a variety of service center certification courses, and public, private, and custom ITIL foundations classes across varied industry verticals. Katherine’s expertise also spans creation and delivery of customized education solutions geared towards attaining sustainability, adoption and alignment with ITIL best practices, and optimal service delivery to the business. Katherine has more than three years of hands on ITIL consulting expertise, focusing on benchmarking, gap assessments and road map development for process improvement. Core philosophies underlying all pursuits include: education, awareness, the human touch, and defining and reaching the “look of success.” Prior to this, Katherine spent more than 10 years managing support functions, specifically help desks, service desks, and training functions within Canada and the US. She has specialized in turning “help-less desks” into value added entities with an improved business focus, renewed vision, and customer centric fundamentals. Katherine is certified at the ITIL Foundations level, is a Six Sigma Green belt, holds an ITIL Practitioner’s certificate in incident management/ service desk and is service manager trained. Additionally Katherine holds industry recognized HDI Director and HDI Service Desk Manager certifications.