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good afternoon everyone thanks for joining us for another beyond 20 webinar today we're going to be talking about Service Catalog an eight step practical approach to getting one of those rolling I'm Lindsay with beyond 20 I'm going to quickly introduce our panelists today and then turn it over and we'll we'll get started I'm just a quick note before we get rolling however if you have any questions go ahead and just enter those into the chat bar I'm going to keep an eye on that as we go and will rudely interrupt our dear sweet panelists as they're speaking so we can address them as they come up if there's by chance when we don't get to you we will certainly contact you later to get back with you but we will we'll get it answered as best we can so first we've got Andy rivers he's a senior advisor with us at beyond 20 and we also have brian flora who's a principal here both have extensive extensive experience working with all manner of vital and ITSM processes but there's a lot going on in terms of Service Catalog a lot of wisdom they have to share so without further ado I'm going to pass it over to Brian and we will get rolling okay sounds good Thank You Lindsey really appreciate the intro gives us a lot to live up to here so first of all I just I see you know a lot of names on the webinar that we know you know a lot of folks that have worked with us in the past but still some that that we don't so I wanted to go ahead and give a quick introduction of beyond 20 beyond 20 is a what we like to say a 360 degree consulting firm and what we offer we specialize in IT Service Management and in agile and scrum frameworks so that really accounts for the lion's share of what we do as an organization what we believe is that process makes perfect so the name beyond 20 really comes from the idea that 80% of your mission critical IT Service downtime ultimately comes from what we call people and process failures and only 20% really is accounted for by heart failures software failures natural disasters and all the rest of those things so the other 80% is really the space that we play in and helping organizations to kind of take things out of the book stick you know best practice frameworks like I told like CMMI like scrum and and really figure out how do we take those concepts on that theory and turn it into real actionable business value so that's that's really at the core of what we believe in I've been working with beyond 20 now since 2006 and had the opportunity to work with in a number of organizations in different sectors public and private Andy Rivers who's here with us as...