Drew Lapatin is Senior Instructor, ITSM Academy. He has over 15 years’ experience in IT management, having held positions in both Technical Support and Help Desk management. Prior to joining ITSM Academy, Drew served as the Manager of ATAC (AutoNation Technical Assistance Center), where he directed the operation of five separate teams under the ATAC umbrella. Drew is an ITIL Expert, a Certified Process Design Engineer (CPDE), a Certified Agile Service Manager (CASM), a Certified Agile Process Owner (CAPO) and Certified ScrumMaster (CSM). He holds all of the ITIL Lifecycle and Capability certifications as well as multiple ITIL Practitioner certs. He is also certified in ISO/IEC 20000 and Microsoft Operations Framework (MOF).