Francis Gacenga is a PhD candidate with a dissertation on a performance measurement framework for IT service management under examination. Currently he works for the Queensland Government delivering knowledge support for mission critical systems. Francis has presented at international conferences and published articles in academic and industry journals. His paper was awarded best paper at GITMA 2011. He has worked internationally in information systems development, support, training and management as a systems administrator and computer programmer at the local and state government level and as a lecturer and tutor at the tertiary level. In 2002 Francis was awarded a gold medal by the Institute for the Management of Information Systems (IMIS) UK. His current research interests include IT service management, ITIL, service science, performance measurement, content analysis, design science, assistive technologies and smart living. Francis has served as a reviewer in a number of international information systems journals and conferences. He has certificates in ITIL, ISO/IEC 20000, Training and Assessment and Research Commercialisation.