Majid Iqbal is engaged in teaching and research at Carnegie Mellon University on service management and the sourcing of IT-enabled services. He is a member of the research staff at the IT Services Qualifications Center (ITSqc) and teaching faculty at the H.J. Heinz III School of Public Policy & Management. He also teaches for the Federal CIO Certificate Program offered by Carnegie Mellon for IT professionals in the public sector.

At Carnegie Mellon, Majid first aimed to define the business fundamentals of service organizations and the capabilities necessary to create value through services. The scope included the challenges and opportunities facing service providers in industry and government. Majid defined capability areas and learning needs of service providers and mapped them to university curriculum, with the goal of improving the performance of service organizations through well-prepared graduates and the continuing education of full-time professionals. Majid was instrumental in the development of the university programme to meet this industry challenge. He developed supporting ideas and concepts suitable for university education and for industry practice.

Majid’s ideas depend on a mix of knowledge and experience that includes, aside from his present academic sojourn, previous stints in sales, product management, process improvement, business analysis, and production planning on the factory floor. He has a knack for roles and situations without precedents, relying on a few enduring principles, patterns, and methods and education in industrial engineering. This has allowed him to effectively contribute to well-established areas of practice with altogether fresh perspectives, such as with the definition of services, services as patterns, and service management as a strategic asset and a closed-loop control system.

Majid has been invited to speak at universities and conferences in the Americas, Asia, and Europe. He was a member of the ITIL Advisory Group (IAG) until he became an ITIL v3 author. He presently serves on the panel of Senior Examiners maintained by APM Group to develop the ITIL v3 Qualification Scheme.

Majid is an ITSqc Authorized Evaluator for the eSCM Capability Determination Methods used to evaluate and certify organizations based on the eSourcing Capability Model for Service Providers V2 (eSCM-SP). He is also an instructor for the eSCM-SP Model Course offered worldwide by ITSqc.