Biographical Sketch: Anthony Orr is director for the Office of the CTO and a member of the Thought Leadership Council at BMC Software. Orr has worked for BMC for more than 15 years in various managerial, consulting, marketing, and technical positions. He is one of the authors of the ITIL v3 2011 publications and a senior examiner with responsibilities for the ITIL v3 certification examinations. Orr is currently a board member of itSMF Houston Local Interest Group (LIG). Orr has more than 30 years of IT experience and has held various roles in other companies prior to BMC. In these roles, he has been responsible for strategy, architecture, implementation, and management of numerous service management disciplines and processes. Orr is a frequent speaker on best practices at industry events and BMC customer forums. He has authored numerous white papers, pamphlets, podcasts, videos, and blog posts on service management topics.