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[Music] [Applause] [Music] so were ready to get started so for those of you new to YT some Academy heres a quick overview ITSM Academy is a full-service provider of IT service management education we develop all content in-house this includes all idle education as well as process design agile and DevOps since 2003 weve trained and certified tens of thousands of students now lets introduce todays speaker Lujan avec Lu is principal advisor with fruition partners a DXE technology company she has over 25 years experience and IT services and education and consulting and IT Service Management she has led global teams in best practice and methodology design Liu is a frequent speaker at HDI ITSM ITIM ITSM F and other events shes an idle expert the author of idle service design 2011 edition of the library and co-author of idle practitioner guidance good morning Lu good morning thank you very much for that lovely introduction yo youre welcome and I would just like to tell our people that