About the Presenter
Ricardo is a Senior Solutions Consultant at Aptris. Prior to his work at Aptris, Ricardo was the Associate Director for Service Management at Yale University Information Technology Services, where he directed Service Management Process Governance. His team deployed a comprehensive Service Management program, the first phase of which included rolling out ServiceNow as their ITSM platform, providing ITIL training and certification for the majority of the staff (over 350), and setting up a governance structure to build on the success of their deployment.
Ricardo worked in higher ed IT for 20 years and is ITIL certified. He has spoken on IT Governance, Service Catalog, CMDB, and other service management topics at Educause, NERCOMP, and ServiceNow conferences and serves on the ServiceNow User Group advisory board.
He was also co-chair of the 2015 EDUCAUSE ECAR IT Service Catalog Working Group that produced a white paper on the Higher Ed Service Catalog.