How Service Management Modernizes the IT Help Desk Experience

I’ve been in the Service Management space since 1998. Initially on the practitioner side and then switched to the consulting side. I am a firm believer of learning by making mistakes. I am passionate about F1, music, movies, and food which is reflected in my work. I’ve worked all across the globe with many different people who all contributed to who I am today. This worldly experience gave me a lot of insight to how we can do Service Management better within organizations. I have been blessed with all the opportunities I have had throughout my career and enjoy paying it back and forward to the community. A few of my roles during my career were (ITIL) process owner, Service Manager, Service Management trainer, consultant, and ITSMF USA president.

Around military and civilian computing and telecoms over four decades, has moved between traditional Dev and Ops roles. A deep background in PRINCE2, Agile and ITIL therefore. An early adopter of DevOps Institute products and now an Ambassador. Passionate about the human side of methodologies and frameworks, including neurodiversity and inclusion. Privileged to assist individuals to develop fulfilling and successful careers.

Matt has over 20 years of experience in Service Management. Serving in various roles from the Service Desk, to a Consultant and Experience Designer. His clients include enterprises of many sizes and industries. Known for challenging industry norms and practical approaches to Service Management, Matt is now serving as an Sr. Product Marketing Specialist at InvGate; a software company building better IT experiences. He is also the host of Ticket Volume, a weekly podcast on Service Management and is a highly regarded speaker at conferences. His favorite topics introduce new ways of thinking about service experiences and improving team collaboration.