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Selecting Service
Desk and Service Management Software
Chip Gliedman, VP Senior Analyst, Forrester
About the Presenter
Chip Gliedman serves Business
Process & Applications professionals. He researches using management
processes, technology architectures, business applications, and external
service providers to provide the maximum value to internal customers of IT
through the service desk and external customers of an organization through
customer service and contact centers. Previously, Chip developed the Total
Economic Impact™ (TEI) model and program to help clients make decisions about
the overall financial value of IT strategies.
Chip has 20 years of experience in the IT industry. He came to Forrester
through its acquisition of Giga Information Group. Prior to joining Giga, he
was director of business development for Passport Designs, where he managed
both the customer service center and the direct sales organizations. In 1992,
he implemented a program where technical support agents would be rewarded if
their interactions led to the sale of an upgrade or additional product. Chip
also held senior positions at Ingres, where he was group manager of desktop and
Unix platform marketing, as well as Ingres' representative to the X/Open ISV
council.
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 | Implementing ITIL Change Management Best Practices in a Global Organization
Paul Fibkins, Senior VP and Citigroup
About the Presenter
Paul Fibkins is a Senior Vice President at Citi and
has worked in IT Service Management for more than 20 years. While at Citi, Paul
has managed Service Management processes including ISM, ITSCMIncident
Man, agement and Problem Management. As Global Process Owner for the Service
Transition processes at Citi, his recent focus is on Change Management and
Release and Deployment Management. Before coming to Citi, Paul held senior IT
positions with the Massachusetts Department of Mental Health, New York Welfare
Management System, the Bank of New York and the Center for Policy Research. Paul
holds an MBA from Fordham University, an MSW from Columbia University, as well
as a Masters in Education from the University of Massachusetts. He is an ITIL
Service Manager, Practitioner in Release and Control, PMP and a V3 Foundations
Trainer. Recently, Paul was the Keynote Speaker at the ITSMF South Florida Local
Interest Group Annual Support Conference and presented at the Midwest Region
ITSMF Conference. Paul lives in Bergen County, New Jersey with his wife Toni and
3 children: Matt, Meagan and Heather. He's an avid sailor, skier and Sox/Pats
and Celts fan.
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