BMC Thought Leader: Atwell Williams Atwell Williams has been responsible for assuring the overall performance, availability, and recoverability of BMC's internal production applications, has led the initial implementation of Business Service Management (BSM) within BMC Software, and is currently responsible for educating customers on ITIL® and how to implement Service Management in their organizations.     Atwell Williams, Solutions Architect for the Office of the CTO at BMC Software, imparts the knowledge of how to implement Business Service Management (BSM) and develop metrics to measure the success of your implementation. Select from the resources below: White Papers Six Guiding Principles to Changing Behavior and Speeding the Adoption of BSM and ITIL (pdf) Measuring Success: A Case Study About Implementing Business Service Management and ITIL at BMC Software (pdf)  Articles Innovation Book: ITIL: Setting the Stage for Versatility (pdf) InfoWorld: Use Metrics to Prove Your IT Project's Worth ITSM Watch: ITIL: The Prelude to Flexible Performance Podcasts ITIL - Keep the Skies Friendly