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Wednesday, December 4 • 14:45 - 15:30
From Silos of ESM + DevOps to Software Delivery Management

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The disconnect between DevOps and ITIL/ESM practices is slowing down your service delivery, whether you know it or not. Delivering the right value at the right time doesn't allow two different philosophies as silos within the IT organization.

TOPdesk has a firm reputation in breaking down silos between service departments at their own customer organizations. Jeroen Boks (CIO at TOPdesk) used that expertise to better TOPdesk's own service delivery. Together with CloudBees, he managed to close the feedback loop of the customer experience to the backlog of development by actively engaging the service desk in this process.

Join Jeroen and Gabriel Martinez as they describe how it was done, and how every organization can successfully marry DevOps and ESM together.

In this talk you’ll learn:
  1. How automation and visibility reduced TOPdesk release cycles from 9 months to 2 weeks (with a goal of 15 minutes).
  2. How a shared view on available data and an integrated tool chain ensure rapid feedback for all stakeholders.
  3. How to empower customer-facing service specialists to influence the backlogs with valuable customer experience insights.

avatar for Gabriel Martinez

Gabriel Martinez

Senior Product Marketing Manager, CloudBees
Gabriel Martinez is a senior product marketing manager with over 10 years of experience in technology at both startups and industry giants like Hewlett Packard Enterprise and CA Technologies. Gabriel has worked with multiple Fortune 500 companies on implementing DevOps and machine... Read More →
avatar for Jeroen


Head of Product, TOPdesk
Using the experience  of doing years of ITSM consultancy, managing internal IT departments and external customer support departments, scaling up SaaS services, I continue to help others accomplish great results in their organizations.As Head of Product at TOPdesk, my aim is to connect... Read More →

Wednesday December 4, 2019 14:45 - 15:30 PST
Auditorium VI