Hank Marquis
Enterprise Management Associates
Director of IT Service Management Consulting
Hank has more than 25 years of hands-on experience in information technology and truly understands all sides of the IT equation. His rich background spans managing, organizing, and optimizing IT infrastructures and organizations and he has extensive experience helping IT executives and organizations implement IT governance and operational frameworks. Hank has helped dozens of companies – both large and small and from a range of industries – develop and/or implement IT service management best practices.
Prior to joining EMA, Hank was the Chief Technology Officer for itSM Solutions LLC, a leading IT service management training and coaching organization where he oversaw development and delivery of IT management training programs. Previously, as CIO at e-commerce financial services provider Celexis, he aligned with business, guided restructuring projects, led teams to improve customer satisfaction, and designed processes and programs to measurably improve efficiency and control costs. During his time as CTO at management software company Opticom, he directed product architectures and led marketing and software development groups to align with service management best practices to improve sales and market positioning. Hank leverages his unique perspective to help transform clients from good to great by applying business-aligned IT service management principles. Hank’s down-to-earth approach stresses break-through improvements in quality, cost control, and alignment between IT and the business.
Hank is an internationally recognized Business Service Management expert and a regularly published industry thought leader whose pragmatic vision is rooted in science – he has been an advisor to university IT programs, his work has been published by MIT Sloan Management Review, and he has authored over 10 books on the topics of software development and IT service management.
Hank’s industry credentials include membership in the Information Systems Audit and Control Association (ISACA), the IT Service Management Forum (itSMF), the American Society for Quality (ASQ), and the Project Management Institute (PMI.) He holds certifications in ITIL (Service Manager with distinction in Service Delivery), Six Sigma (Green Belt), and COBIT (Foundation). His formal studies include Computer Science (BSC), Communications Technology (MCT), and he is currently pursuing a Doctorate in Organizational Psychology (PSYD).
Master of Communications Technology, American Institute
PsyD, Organizational Psychology, Southern California University for Professional Studies (on-going)
