Brian Hollandsworth has over 20 years of experience in technology roles. His career started at AT&T providing dial-up Internet support to over 40 people a day before going on-call to support the DSL network for several years. He doesn’t miss his pager. At HP, he helped clients with their infrastructure and service management processes. He also earned the ITIL v2 Service Manager, ITIL v3 Expert, and HDI Service Manager certifications. This experience and education were useful in guiding a service desk and ITSM system overhaul at Active Network. He has spent the last 10+ years at ServiceNow helping push the service management software industry forward by working with customers, product teams, and industry analysts to follow how people, process, and technology evolve and ensure our product aligns to customer needs. His favorite activity is helping people understand their potential and get the most value from their investments.