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ITSM: Attack Your Incident Management Challenges With the Right Tools and Strategies!

Chris 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.

David Gannon
David is the Director of Campus Technology Services (CTS) at Bryant University in Smithfield, RI. In this position, he oversees campus-wide user services including the faculty/staff Helpdesk, the student laptop program, and Laptop Central. Previously, David was the Associate Director of Academic Computing and Media Services at Bryant where much of his time was spent maximizing the utilization and effectiveness of technology in the classroom. This function continues to be an important part of his current position. David has been a member of the faculty at Bryant for over twenty-six years and has been involved in education for over twenty-eight.

Reid Kimball
Reid is the Director of the new Service Management Office at Bridgewater State University. He has worked with TeamDynamix for several years on both its Project Management and Incident Management platforms

Kevin Murphy 
Kevin holds a B.S. degree from the University of Massachusetts at Amherst and an 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. 

Deborah Saks 
Deborah is the Director of Service Management and Campus Technology at Framingham State University. She recommends responsive service strategies based on a strong understanding of unmet needs and the organization’s capability to respond. Deborah acts as the primary liaison and point of contact with external departments to implement new and emerging technologies on the campus. She directs the User Services department by overseeing the planning and creation of policies and procedures for the continuous improvement of technology and services to the user community including outreach, support services, classroom technology, and other critical services for users of technology. Deborah is also the administrator of the university’s service management systems, service owner for multiple services and processes. Deborah holds an M.Ed. In Curriculum and Instruction; professional certifications include: ITIL Foundations v.3 and KCS Practices v.6


Kevin Wheeler 
Kevin is the IT Service Delivery Manager at Worcester Polytechnic Institute (WPI), where he has worked for 5 years managing a team of enthusiastic Service Desk Staff and providing award-winning support and customer experiences.  Kevin has worked in the IT Service and Support industry for 20 years, in both the public and private sector.  He has an AS in Information Technology and is certified in ITIL Foundations.  When not working, he enjoys spending time with his wife and 2 daughters, playing video games, and singing with the adult choir, Rock Voices.

Matt Wollman
Matt currently works at Northeastern University as Sr. ITSM Analyst. He has previously worked at Massachusetts Institute of Technology and Harvard University for 17 years in various IT Support, Management, ITSM Analyst and ITSM tool Administrator roles, currently focused on ITSM change, incident and problem processes at Northeastern. He began his ITSM journey in 2003, while working as a Service Desk supervisor and Remedy administrator. Since then he has been focused on improving IT services through unified processes, to create a consistent quality of service and value to the university communities. He currently holds several ITIL certifications and is working on his ITIL Expert, and served as the IT Service Management Forum Higher Education Special Interest Group President. Locally, in the Boston area, he his active in the ServiceNow and ITSM NERCOMP communities.

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