Vawns Murphy is an experienced and award-winning service management professional with qualifications in ITIL, COBIT, ISO 20000, PRINCE2, and Microsoft. A senior ITSM consultant at i3Works and a founding member and in-house blogger for ITSM.tools, Vawns has a long history as a service management architect, consultant, and evangelist. She's a member of the itSMF UK Transition Management Working Party and special interest group, a member of the itSMF Ireland Management Committee, and an author of itSMF UK collateral on service transition, software asset management, and problem management.