Paulo Tourinho graduated in FATEC-Guaratinguetá college studying IT. Since then, he has built his career entirely in service management and was introduced to ITIL in 2009. At various other work places such as AT&T and British Telecom, Paulo was able to consolidate this knowledge and become an ITIL expert while using these concepts to deliver a unique customer experience. Paulo currently works with Farfetch and built a support centre from scratch; he has contributed to the development of ITIL 4, and was a reviewer for the ITIL 4 service request practice publication. Currently holding the Title of ITIL Ambassador.