Biographical Sketch: Christian Gilmore is an Open Group Distinguished IT Architect and IBM Senior Certified IT Architect. He is a member of the IBM CIO Electronic Support Transformation organization. Christian is the Problem Reporting Infrastructure Initiative Leader, driving strategy, tooling, adoption, and user acceptance required to provide essential web-based and automated service request management. Christian graduated from Princeton University in 1996 and worked at AT&T Labs Research as a Senior Member of Technical Staff prior to joining IBM in 2000. Originally from Memphis, Tennessee, Christian currently resides in Austin, Texas.