About ITIL consultant focusing on Service Management projects preparation and implementation. Builds team working and active listening towards the client. Looking for novel ways of using best practices.
Current interests include Standard + Case, BPM and ITSM, Storytelling, Social ITSM and IT Governance (control vs visibility) and Unified Demand Management.
ITIL training author (ITIL v2 Foundation manual co-author, ITIL v3 Foundation author, ITIL v3 Bridge Foundation author) and IT Service Management reviewer (Portuguese translations and itSMF/Van Haren books).
Specialties: ITIL Expert v3 (lylac badge), ITIL Service Manager v2 (red badge), ITIL IPPI Practitioner v2 (blue badge), ITIL Foundat...