ABOUT THE AUTHORS

Darren Arcangel is a VP, Principal Services Architect at CA Technology. Since joining CA in early 2008, he has been the lead architect for some of CA Technology’s largest enterprise IT service management implementations. These implementations involve the company’s key business objectives, span multiple processes, and involve the integration of a variety of business and IT applications.

Prior to joining CA Technologies, Darren held several architect positions at HP, focusing on large-scale IT transformations. He was a SWAT team member of the HP’s large-scale IT transformation programme. These transformations included programme/project governance; standardisation of applications and infrastructure; an enterprise data warehouse; SOA; data centre transformations and IT service management.

Darren holds a Master of Science degree from Boston University; is an ITIL^® v3 expert in IT service management; and has been recognised as an ITAC Master Certified Architect from The Open Group.

Darren lives in Southern California and enjoys participating in numerous outdoor activities with his wife and three children.

Brian Johnson joined CA Technology Services in 2004, after leaving key leadership and strategic roles as the Director of Product Development in Pink Elephant. Prior to that he held a senior civil servant position where, as a board member of the Office of Government Commerce, he designed and led the Key Strategy on Knowledge Management.

At OGC he was (not surprisingly) Director of Knowledge Management and responsible for overall management of OGC marketing, service desk, Web and ePresence teams. Brian led the major project within OGC that created the first government service desk based on customer needs. Other senior civil service positions include management positions in operational services, senior systems design and capacity management.

Brian was part of the UK government team that created the ITIL^® approach. Working for the Central Computer and Telecommunications Agency (now part of the Office of Government Commerce), Brian authored many of the first ITIL^® books and designed both the ITIL^® business perspective series and version two of ITIL^®. His version one book Software Lifecycle Support, written with software testing guru, Richard Warden, covered the roles of the business, IT operations and development in designing IT services; one of the central tenets of the version three ITIL^® books.

Brian has authored, or co-authored, more than 20 titles on ITIL^®, project management and related subjects. He also prefers to play football to just about anything.