How DevOps Thinking Can Improve Service and Support

When:  Feb 16, 2017 from 5:00 PM to 7:00 PM (PT)
Associated with  Sacramento


Defining DevOps has proven to be problematic: It isn’t a framework like ITIL® or a standard like the HDI Support Center Standard. Now, DevOps is mentioned everywhere, and has become one of those buzzwords people hear a lot but may not fully understand. This presentation will explore:

  • A brief history of DevOps
  • Myths about DevOps
  • Why DevOps doesn’t mean ITIL® is dead
  • How support can learn and benefit from DevOps

and more!!

Roy Atkinson is HDI’s senior writer/analyst, acting as in-house subject matter expert and chief writer for blogs and articles. He has a deep background customer service and technical support, as well as small-business consulting. A long-time HDI member before joining the staff, he has also served as president, VP Membership, VP Vendor Relations, and Chapter Advisor for the Northern New England HDI Local Chapter. Roy served as co-facilitator for the DevOps FUSION Pre-Conference in 2015, and as Track Chair for the DevOps and Agile Track at FUSION 16.

Roy was a model for author Charles Araujo’s CIO Insight series on The Five Traits of the Digital Renaissance Man. He has been named to many “Top” lists, including IT Service Management: Top 100 Influencers and Brands (Onalytica), The 30 Most Influential People in Customer Service (Conversocial), Top 100 Customer Success Influencers (MindTouch), Top 50 Thought Leaders of 2015 (ICMI).

He studied Advanced Management Strategy at Tulane University’s Freeman Graduate School of Business, and holds HDI certifications as a Support Center Manager (HDI-SCM) and Knowledge-Centered Support Foundation (KCSF). Roy is a member of the National Speakers Association (NSA), and Leaders Excellence at Harvard Square.


Roy is on Twitter @RoyAtkinson and @HDI_Analyst


Legislative Data Center
1100 J Street
Sacramento, CA 95814
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Sacramento HDI