About The Author
Favenzio Calvo
Favenzio Calvo is the Director of Software Development at Florida State University Libraries, where he leads the design and delivery of technology services that support research, teaching, and learning. Over the past two decades, he has managed complex technology environments and led initiatives ranging from digital repositories and web platforms to cloud infrastructure, service modernization, and organizational process improvement.
His interest in service management began in 2010 after earning his ITIL Foundation certification. As he applied ITIL principles within academic libraries, he discovered that while many of its concepts translated remarkably well, there was very little guidance on how to adapt them to the unique culture, priorities, and organizational structures of higher education. That realization sparked a broader interest in continual service improvement, organizational change management, and Agile project management, leading him to become a Certified ScrumMaster in 2016.
Throughout his career, Favenzio has observed that academic libraries often excel at creating outstanding services but devote comparatively less attention to systematically managing, assessing, and improving those services over time. This book grew out of a desire to bridge that gap by bringing together practical ideas from IT service management, project management, organizational change management, assessment, and library science into a single framework designed specifically for academic libraries.
Before joining Florida State University Libraries, Favenzio served as Director of Operations at the Florida Virtual Campus (formerly the College Center for Library Automation), where he helped support statewide library technology services for Florida's public colleges and universities.
His hope is that this book will help librarians, library administrators, and library school students view services not simply as things a library provides, but as assets that can be intentionally designed, measured, and continually improved. Ultimately, he believes that strengthening library services is one of the most effective ways libraries can increase their value to the institutions and communities they serve.
About the Editors
Lindsey Wharton
Lindsey Wharton is the Extended Campus & Distance Services Librarian at Florida State University Libraries, where she advances digital pedagogy and equitable access to library services for FSU's global learning community. Recently serving as interim Director of Service Strategies, she has led transformative initiatives in virtual learning environments, textbook affordability, and inclusive library services.
Her research focuses on privacy literacy, open educational resources, and ethical applications of emerging technologies in academic libraries. A recipient of the Fred L. Standley Librarian of the Year Award, Wharton has chaired FSU Libraries' Faculty Assembly and currently serves on the Faculty Senate Technology Committee. Her work champions the intersection of digital innovation and educational equity, particularly through initiatives like FSU's eTextbook program and Canvas learning management system integrations.
Mason RK Hall
Mason Hall is the UX Research and Web Development Librarian at Florida State University Libraries, where he designs, develops, and evaluates digital library services with a focus on usability, accessibility, and the overall user experience. His work combines user-centered design, web development, and usability research to ensure that library technologies are intuitive, inclusive, and responsive to the evolving needs of students, faculty, and researchers.
As editor of Continual Service Improvement in Academic Libraries, Mason brought the perspective of a technology practitioner responsible for turning ideas into working systems. His careful review of the manuscript helped ensure that the concepts presented throughout the book remain practical, clearly communicated, and applicable to the day-to-day realities of academic libraries.