Continual Service Improvement

PERSONAL DATA: NAME: Mauricio Corona Chávez DATE OF BIRTH: Mexico City April 7,1978 ACADEMIC DATA DOCTORATE (PhD) La Salle University Administration Jan-07 MASTER La Salle University Information Technologies Jan-04 Aug-06 BACHELOR La Salle University Computer Science Aug-96 Jun-01 CERTIFICATION Pink Elephant ITIL Foundations (EXIN) Aug-06 CERTIFICATION Foro Help Desk Service Level Management Mar-05 CERTIFICATION Kappellman Education Microsoft Certified Proffesional (Networks) Aug-01 CERTIFICATION Kappellman Education Microsoft Certified Proffesional (Win NT) Aug-01 COURSE Kappellman Education Windows 2000 Aug-01 Sep-01 YES AWARDS Hno. Miguel medal due to the best score at Masters Degree Degree of Master in Information Technology with distinction Currently I taught the following subjects in the Master of Information Technologies for business Management at La Salle University: • Planning and administering computing centers • Information Technology Service Management SUBJECT INQUIRY AT DOCTORAL LEVEL: ITIL: Best Practices for the strategic alignment of IT with the business-oriented generation of competitive advantages.

Globally recognised as one of the leading figures in IT Service Management, Aidan was educated in New Zealand. He commenced his working life in the insurance industry, entering the IT industry in the mid-70s, initially working for a UK government department. He then worked for 20 years within ICL in education and consultancy, working in all industry sectors and in many countries. Aidan’s focus on service management commenced in the late ‘80s and he became involved with ITIL® and other ITSM initiatives early on, being the first holder of the ISEB service manager qualification in the company and leading many internal initiatives. He became active with the ITIMF (now itSMF) in its earliest days and joined the board in 1992. In 1999, he took on a full-time role as CEO of both the UK chapter and the nascent International organisation. Under his stewardship, the UK quadrupled its membership numbers and turnover, many new services and benefits were developed and a strong full-time organisation was established. At the same time, through his tireless evangelism and support, the number of chapters grew from 7 to over 40. Aidan has contributed to many ITSM publications, including ITIL®, was an author of the BS 15000 (and the subsequent ISO/IEC 20000) standard, chaired the ITIL® V3 refresh programme board and participates in many initiatives to raise professional standards in the IT industry. A provocative and humorous speaker, Aidan is highly sought after, having spoken at conferences and seminars in over 50 countries.

- Employed in a US-based Financial organisation (more than 50,000 employees) that has recently implemented Event Mgt, Service Desk, Incident Mgt, Problem Mgt, Change Mgt,Config Mgt and Capacity Mgt. Was involved in the design and activation of the Change, Config and Problem Mgt processes. - Team leader of the of the Change, Config and Problem Mgt processes for the Asia Pacific region - Involved in ITIL for the last 8 years - Acquired the IT Service Manager Certification - Acquired CISA and CISSP

I provide Service Management training and consultancy services through my company, Concentric Circle Consulting. I provide full life cycle support for customer programs, including auditing; planning of service, process and organizational improvements; delegation of personnel; identification and integration of tools; training and coaching - including ITIL training, training on tools usage, and training in the implementation of functions, processes and roles; management and reporting systems. All services and training are available in English or in French.

I am an IT Servivce Management Director with certifications in V2 foundations and practitioner, black belt Six Sigma, and PMP. Current responsibilities are related to the organizaitonal maturation of the IT Operations into an ITIL Service Management culture. My goal is to network with others in this discipline to share and expand knowledge.