SESSION 802 Friday, November 3,10:15am - 11:15am Track: The Generalist A Year in the Life: A Case Study on ITSM Maturity Doug Rabold Manager IT Service Delivery, CPS Energy [email protected]Session Description This session is a one-year case study on organizational maturation in ITIL, focusing on how to build an effective ITSM service delivery team from existing resources. You;ll review the model developed and deployed with great success at CPS Energy when they embarked on an IT operations reorganization as part of their roadmap to ITSM maturity. Hear about CPS Energy’s journey and see how it has allowed their team to become more engaged, energized, and empowered to improve processes, support, and service. Speaker Background Doug Rabold is a lifelong public speaker who successfully transitioned from a sales career to IT operations in 2009. He attended the University of Illinois and holds certifications in ITIL Foundations, HDI Problem Management, HDI Technical Support Professional, HDI Support Center Manager, and KCS Principles. He has served on the board of the HDI San Antonio local chapter for three years, most recently as chapter president. Doug currently serves as manager of IT service delivery at CPS Energy.
21
Embed
SESSION 802 - HDI · 2017-10-16 · SESSION 802 Friday, November 3,10:15am - 11:15am Track: The Generalist A Year in the Life: A Case Study on ITSM Maturity Doug Rabold Manager IT
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
SESSION 802 Friday, November 3,10:15am - 11:15am
Track: The Generalist
A Year in the Life: A Case Study on ITSM Maturity
Doug Rabold Manager IT Service Delivery, CPS Energy [email protected]
Session Description This session is a one-year case study on organizational maturation in ITIL, focusing on how to build an effective ITSM service delivery team from existing resources. You;ll review the model developed and deployed with great success at CPS Energy when they embarked on an IT operations reorganization as part of their roadmap to ITSM maturity. Hear about CPS Energy’s journey and see how it has allowed their team to become more engaged, energized, and empowered to improve processes, support, and service.
Speaker Background Doug Rabold is a lifelong public speaker who successfully transitioned from a sales career to IT operations in 2009. He attended the University of Illinois and holds certifications in ITIL Foundations, HDI Problem Management, HDI Technical Support Professional, HDI Support Center Manager, and KCS Principles. He has served on the board of the HDI San Antonio local chapter for three years, most recently as chapter president. Doug currently serves as manager of IT service delivery at CPS Energy.