James Gambrill is a Sr Manager at 24 Hour Fitness managing the Applications Engineering team as a part of the larger Technology and Digital organization.  He has worked for almost three decades within technology organizations, and is a student of ITIL, Agile, and DevOps.  He has delivered enterprise wide ITSM solutions multiple times and survived the crucible of ITGC audits.  James has governed all aspects (people, processes, and tools) of ITSM in his career.  Working with team members across organizational boundaries, James has focused on delivering ownership and increasing “usership” to achieve better adoption of processes and tools by people.