ITSM: At your Service! Customer-focused Service Delivery

Christoher Chagnon
Chris is an ITSM Application and Web developer at Worcester Polytechnic Institute (WPI) where he designs, develops, and maintains award winning experiences for managing and carrying out the ITSM Process. Chris has a Master's of Science in Information Technology, and a Bachelor's degree in Visual Communications. In addition, Chris is a PhD Candidate studying Information Systems with a focus on User and Service Experience. As one of HDI's top 25 thought leaders Chris speaks nationally about the future of ITSM, practical applications of artificial intelligence and machine learning, gamification, continual service improvement, and customer / service experience.


Aime DeGrenier 
Aime is a manager within the Community Technical Support team (CTS), team of Library, Information and Technology Services (LITS) at Mount Holyoke College. As a senior member of LITS management Aime has been committed to the growth and development of IT throughout the campus, through 4 generations of LITS leadership & three campus Presidential Teams. Aime is passionate in her work which currently focuses on community needs and outreach in technical support across campus, user experience for customer service and is growing skills in creative team management and leadership. The CTS team manages public, academic & research technology spaces, desktop systems, asset management, the Tech Help Desk, IT training, systems and account administration & student tech support for the curricular and co-curricular campus needs. Aime has a Master’s Degree in Education from the University of Massachusetts, Amherst, has taught courses in Social Justice Education and participates in the campus diversity initiatives as both a facilitator and a participant. Aime served with the U.S. Peace Corps in Honduras.  


Marie DiRuzza
Marie is the Director of IT Service Management at Worcester Polytechnic Institute.  She has been delivering IT support services in Higher Education for over 25 years.  A nationally recognized leader in the support industry, she serves on multiple EDUCAUSE working groups, is and HDI National Officer and is co-chair of the Cherwell Education SIG. She holds a BA in Mathematics and professional certifications in: Project Management, ITIL Foundations v3, HDI Help Desk Manager and CCL LDP.  She is the 2016 recipient of the HDI Manager of the Year award.


Chris Gallacher
Chris is a principal consultant in Forrester’s Business Technology Strategy consulting practice. He focuses on helping organizations develop their service management strategy as well as applying CX principles to IT service delivery. Chris also advises clients around best-practice use of cloud computing, next-generation IT platforms, and automation. He has over 15 years of industry experience, including five years working in consulting roles. Prior to joining Forrester, Chris was a principal consultant in the IT practice of PA Consulting Group, helping clients implement IT service management programs. Chris also spent 10 years at BP in multiple roles within its Global Infrastructure and Operations group. Chris received his Master’s in business information technology from Middlesex University in London; he’s also a certified ITIL Expert, CISSP, and TBM Executive.


Deborah Moschella Saks
Deborah is the Director of ITS- User Services at Framingham State University. She is responsible for the provisioning and continuous improvement of technical support services offered to students, faculty and staff at Framingham State University. This includes, but is not limited to, management of the day to day operations for the help desk, technology service centers, technical support staff, media services, copy center, computer labs and technology enhanced classrooms. Deborah recommends and often oversees the implementation of responsive service strategies based on strong understanding of the unmet needs of the community.