Mark Herriott is the Support Center manager for the Technology Enhanced Learning and Research department for The Ohio State University, where he is tasked with the support and administration of OSU's course management software. He is currently trying to develop a portable methodology for the creation of a full-service IT support process based on the ITIL support foundation. Mark completed a B.S. in Computer Science and Engineering at the Ohio State University, to partner with his B.A. in English he earned at the College of Wooster.