Minding the Gap Between Service Desk and DevOps

Are disconnected DevOps and ITIL/ITSM practices and tooling slowing you down on your journey to continuous delivery?

Join Jeroen Boks (CIO, TOPdesk), Sam Fell (AVP Marketing, CloudBees) and Gabriel Martinez (Product Marketing, CloudBees) on September 11, 2019 | 3:00pm CET / 9:00am EDT as they describe how Software Delivery Management practices transformed TOPdesk’s own Service Desk from the “Department of No!” into the “Department of Go” by successfully marrying DevOps and ITSM together.

In this webinar learn:

  • How a shared data model and unified tool chain ensures rapid feedback for all stakeholders
  • How model-driven, refactorable pipelines helped TOPdesk simplify product architecture while providing better overall service
  • How automation and visibility reduced release cycles from 9 months to 2 weeks (with a goal of 15 minutes)


Jeroen is the Chief Information Officer (CIO) at TOPdesk, a SaaS services provider of ITSM solutions designed to “make service management easy.” His experience as Service Management Consultant, and later as Director of Customer Support at TOPdesk, helps him to understand customer needs and has given him a customer-centric approach, while the responsibility of running the TOPdesk SaaS service for over a decade has given him insight into the ever changing field of Operations and Development.

Sam is a DevOps Enthusiast at CloudBees, helping to drive awareness and demand for our Software Delivery Management solutions. For more than 20 years, Sam has helped companies achieve success with solutions for DevOps Release Orchestration, IT Change Management and Application Performance Management. Prior to joining CloudBees, Sam held leadership roles at Electric Cloud, BMC, CA, Marimba and Nimsoft.

Gabriel Martinez is a senior product marketing manager with more than 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 learning best practices and is passionate about A.I. and predictive analytics.

Register for Webinar

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