Biographical Sketch: Rae Ann Bruno is the President of Business Solutions Training, Inc (BST), an organization focused on training and consulting in various areas of ITIL, Communications, Internal Marketing, Metrics and ITIL Process Improvement. Rae Ann uses lessons learned from her career with Eaton Cutler-Hammer and Siemens Energy & Automation and her training and consulting engagements. She is experienced in implementation of various ITIL processes, building continual learning cultures, developing employee skills and facilitating organizational culture change. She is has the ITIL v3 Foundations certificate and several ITIL v3 Intermediate certifications. Rae Ann is a training partner of Omicron in Atlanta, Georgia. She is also a Faculty Trainer for HDI and a regular speaker at ndustry conferences in the U.S. and internationally. She is the author of the HDI focus books, Translating IT Metrics into Business Benefits and What Have You Done for Me Lately? Creating an Internal Marketing Culture. Rae Ann is also a member of the HDI International Standards Committee.