HDI San Antonio President, Doug Rabold to speak at itSMF Fusion Conference
Session 802: A Year in the Life: A Case Study on ITSM Maturity
Friday, November 03 at 10:15 AM
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.
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.