Today's guest is Gaganpreet Singh. He has been in the ITSM space for over 17 years. He's currently an Operations Manager and ITSM Solution Architect at Zensar Technologies, based in Dallas, where he leads the US region practice. He's worked with some of the biggest names in the industry — CSC, IBM, and now Zensar — and he's got over 12 years of hands-on ServiceNow experience running alongside that. He's also a certified ITIL trainer, which gives him a perspective that's genuinely rare: he's not just operating in the field, he's teaching the framework that underpins all of it.