About the Author – Integrated Measurement- KPIs and Metrics


Mr McLean is a consultant who has designed, implemented and operated processes supporting ITSM for over 10 years. He has worked in IT for over 20 years. He was a peer reviewer during development of the OGC ITIL®1 v3 Service Strategy Best Practice. He has developed and delivered ITSM courseware customized to company-specific operational practices and needs. He has worked in the US and the Middle East.

Mr McLean is the author of The ITSM Iron Triangle: Incidents, Changes and Problems, and No One of Us Is As Strong As All of Us: Services, Catalogs and Portfolios.

Mr McLean’s consultancy focuses on fusing best practices from multiple ITSM relevant standards, into practical operational processes optimized for each organization’s particular environment and needs. He provides this support at the design, implementation and daily operation levels.

Among other honors, Mr McLean holds an ITIL Manager’s Certificate in IT Service Management, an ISO20000 Consultant Manager Certificate, and an ISO20000 Professional: Management and Improvement of ITSM Processes Certificate.

Mr McLean holds both Bachelor’s and Master’s degrees from Cornell University.

Mr McLean resides in Chicago, Illinois, US.

1 ITIL® is a Registered Trade Mark of the Cabinet Office.