In which we discover Erika’s past short career as a microbiologist and how she found her way into Service Management, ITIL and consultancy…and now of course as an ITIL 4 author. Her scientific approach really helps in how she works with clients to develop a practical and flexible approach – the value of using hypothesis...! Barclay asks the longest question ever, but Erika still answers all of it – everyone is exhausted and requires a drink. Erika’s suggested drink is the very colourful and appetising Aperol Flip. This is a great high energy discussion which focuses on the value of leadership and the need to change, even when this is challenging, In IT now we are improving people’s lives – ‘I want to change work life’ – Erika Flora.