An ITIL Expert with 30 years in service industries, Lou Hunnebeck is Principal Advisor at DXC Technology. Her passion for improving how we do what we do brought her to ITSM from a background in process consulting, training and ITSM systems consulting. She is the author of the ITIL Service Design 2011 Edition, Senior Architect/Co-Author for the ITIL Practitioner Guidance publication, was Lead Architect ITIL 4 Foundation and is a Lead Editor on the in-progress ITIL 4 publications. She speaks regularly at industry meetings to spread the message of ITSM.