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now were ready to get started for those of you new to ITSM Academy heres a quick overview ITSM Academy is a full-service provider of ITSM education we develop all content in-house including all idle education as well as process design agile and DevOps since 2003 weve trained and certified tens of thousands of students now let me introduce our speaker Michael Cardinal Mike has over 18 years experience in IT and education having worked as a consultant analyst trainer and teacher a solution architect idle expert certified process design engineer Mikes resume spans several industries including insurance manufacturing retail food service and education mike has also spent 20 years as an adjunct instructor and trainer has spoken at several IT and academic events and published white papers on how to begin an IT service management implementation good morning Mike welcome hey Cara thank you appreciate that wonderful introduction and thank you to everybody am i coming through okay yes perf