HDI Information Technology Conference 2018

Session 707: Service Management Disrupted!: From ITSM to ESM


Friday, April 12 at 9:00 AM

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We are in an age of disruption. Of the two largest retailers in the world, one carries no stock and the other has no brick-and-mortar storefronts. The largest transportation-for-hire company owns no fleet; the largest accommodations provider owns no properties. Closer to home, not even ITIL—the framework that has guided ITSM for three decades—has been immune.

The last few years have seen the rise of new frameworks and methodologies—DevOps, BRM, VeriSM, and others—that are poised to disrupt our industry. During this session you will hear how CPS has been disrupted by a change agent who advocated for expanding service management beyond the realm of IT and adopting a more holistic approach to organizational change management.

Doug Rabold

Principal Consultant
Bold Ray Consulting

Doug Rabold is founder of Bold Ray Consulting. He has extensive experience in service management, IT operations, sales, employee development, and employee engagement. A lifelong learner, Doug is a Lean Six Sigma Yellow Belt and holds many other industry certifications, including ITIL Foundations, HDI Problem Management Professional, HDI Technical Support Professional, HDI Support Center Manager, and Knowledge-Centered Support Principles. He was a finalist for the 2018 HDI Manager of the Year Award and the People's Choice Award winner that same year. He's currently serving as a national officer on the Help Desk Chapters, Inc. board and as a member of the Cherwell Customer Advisory Board.