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Paul FordianiSenior ConsultantAcuity, Inc

Paul Fordiani is an operational performance improvement subject matter
expert with Acuity, Inc. His core competency is in "Standards-based,
Process-driven" continual improvement. He has led multiple ITSM
improvement efforts for a wide variety of commercial and federal
organizations, with a specialty in ISO 20000 implementations. After a
career as an organizational improvement analyst in the US Army, he
transitioned to training development and ISO auditing. When one of his
Department of Defense clients desired to create ITIL-based operational
procedures, he transitioned from an enterprise architecture role into an
ITSM implementation and improvement role. He was part of the United
States' technical review of ISO 20000-1:2011. He used this expertise in a
successful consulting career, providing targeted guidance for governance,
performance monitoring and improvement, and help desk improvements.
He was a speaker at Service Management World in 2019 on
"Standards-Based, Process-Driven Continual Improvement, and one of his
projects was the runner up for the HDI Change Management award, upon
which his current session is based. He is married and lives in the DC
metropolitan area.