What you’ll learn: The widening scope of IT Service Management Does ITSM need their own Service Management Officer? ITSM buy-in and the why behind it Meet: Carlis Ragland - Assistant VP Configuration Manager at Valley Bank - has over 25 years of IT experience, and 10 years of IT Information Library (ITIL) experience using IT Service Management (ITSM) platforms such as ServiceNow. He was formally the Configuration Management Leader for Becton Dickinson, ITSM Solution architect for Computer Sciences Corporation (CSC), and ITSM System Integrator/Service Manager and Architect for CompuCom Inc. on the Public Service Electric & Gas (PSEG) of New Jersey account for over 10 years. In addition, he is a retired Air Force Reserve Officer with 33 years of military experience. Carlis holds a Master of Science Degree in Information Technology with a Business Intelligence specialization from Kaplan University. He is an Adjunct Professor at Fairleigh Dickinson University teaching Data Communications and Computer Networking courses. His hands-on and leadership experience with configuration management databases, data integration, automation, process, and workflow management have shrunk timelines, matured processes, provided financial transparency to reduced cost, and reduced the number of unplanned IT outages. If you have any questions for Carlis, please feel free to reach out via: https://www.linkedin.com/in/carlisragland/ I hope you enjoyed the episode, the best place to connect with me is on Linkedin - https://www.linkedin.com/in/amirbormand (Amir Bormand). Please send me a message if you would like me to cover certain topics with future guests.