Michael Agar is the Lead Process Planning Consultant with responsibility for the ITSM Program within the Infrastructure Services department at the Allstate Insurance Company. Michael is primarily accountable for developing the current process refinement approach, which focuses on process maturity to drive operational improvement using CobiT, ITIL^® and ISO2000 as best practice guidance. Michael has held various leadership and consulting positions within Allstate over the past 24 years, including data center operations, special projects, strategy and planning, enterprise help center, project management and M&A IT execution. Michael received a BBA from Eastern Michigan and will complete his MBA (Concentration in IT Service Management) in early 2007 at the University of Dallas. He also recently received his ITIL^® Managers Certificate in IT Service Management and BS15000 / ISO20000 Consultant Certificate.