Dmitri Boulanov
As a member of the Solutions Consulting team for ServiceNow in New England, Dmitri advises organizations on ways to proactively solve for their emerging business needs through thoughtful systems conversations. In his 10+ years in the software space, Dmitri has designed, architected and developed functionality for bioinformatics, digital health, mobile, enterprise scale and financial applications. Having spent a number of years as a ServiceNow customer and partner in the past, Dmitri now leverages that experience to advise his customers in Higher Education, Healthcare and State & Local Government sectors on how to succeed in achieving their goals through the platform’s capabilities. His specialties include custom apps, usability, automation, CMDB build-out, and the related IT Operations Management domain.

In his academic past, Dmitri enjoyed serving as a Resident Assistant and biotech researcher at Boston University. In more recent years, on a personal project basis, he was the lead engineer for a winning project of Mozilla & NSF Ignite prize for ideas for next-gen Gig Internet.


Laura Clarage
​Laura is a Service Management Analyst in the Service Planning and Assessment area of Tufts Technology Services. She holds a B.A. degree from Yale University and has previously held positions at Harvard and Simmons College working in various capacities as a technical writer and analyst.


Matthew Fearnley
Currently leading the convergence of AV (Audio Visual) into a ServiceNow environment for Northeastern University. Previously developed (from scratch) work processes, CMDB and change management structure for an $8 Million Global AV Services and Support environment.

Previous clients include The Department of Homeland Security, Fidelity Investments, NCAA Final Four.

My AV career actually started in entertainment where I worked as a standup comic, club DJ, for Club Med and Celebrity Cruises and voiceover actor including radio and phone prompts.  I live in Walpole MA with my wife (who speaks six languages) my two children.

Giles Lewis
Giles spent most of his career in the IT department at Wellington Management Company. He has worked with relational databases for longer than he can remember. In 2008 he managed a successful, year-long project at Wellington to migrate to BMC Remedy. Four months after going live, Wellington decided to abandon Remedy, and switch to ServiceNow.

Wellington went live with ServiceNow in 2009. Over the next five years, Giles helped grow Wellington's internal usage of ServiceNow (as measured by ticket volume) at a compound rate of 40% per year during a period in which IT staffing levels were essentially flat. In 2010 Wellington was processing about 7000 ServiceNow tickets per month. By 2015 they were processing 40,000 tickets per month.

In 2016 Giles left Wellington to become a Principal Consultant with Aptris. He is now an independent consultant, and has been working with MIT since last September, with a focus on Incident Management.

Kevin Murphy
Kevin  holds a B.S. degree from the University of Massachusetts at Amherst and a M.S. in Engineering Management from Tufts University. He is the Manager of IT Service Management at Tufts University where he oversees service management processes as part of the Service Planning and Assessment group. Kevin has worked in higher education IT for the last 20 years. He previously held the title of Manager of Support Services for Tufts University School of Medicine. 

Oliver Thomas
A jack of all trades and master of none, Oliver's superpower is that he is able to sound plausible in almost any situation. He styles himself an amateur technologian and a professional meeting-goer. He constantly struggles with being a passionate generalist in an age that increasingly values specialization. He strives to master his fears of crowds, clowns, and peak oil before any of them can do him in. He likes chocolate and making things. He believes that waterjet cutters > laser cutters even though lasers >> water, and that 3D printers will someday become really useful. Chocolate and dogs are also good.