When looking to improve ITSM processes, Ryan argues that the focus should be put on learning from practice. He shares his experience of ten years as an ITSM consultant, pointing out how important it is for organizations to look inwards, avoid working on autopilot, analyze the why’s behind their operations, and, when possible, come to their own conclusions for where and how to improve. To finish off, Ryan touches on knowledge sharing, identifying the need for it to be short, functional, and practical to engage with. Ryan Ogilvie has worked for the last ten years as an independent ITSM Coach and Consultant for Blackfriar Consulting. In the past, he has also served as Service Management Lead and ITSM Consultant at Shaw Communications, as an IT Process and Procurement Analyst at CalFrac Well Services, and other ITSM related roles at Burnco Rock Products, Interpipeline, and Agrium.