The Future Has Arrived
Gen AI Strategies for Superior Service Management

Rae Ann Bruno serves as the President of Business Solutions Training, Inc. (BST), where her expertise in Experience, IT Service Management, KCS, Service Desk Enhancement, and more, positions her as a thought leader in the industry. Rae Ann’s innovative contributions have consistently been recognized, earning her a place on HDI’s Top 25 Thought Leaders list several times and leading to her induction into the HDI Hall of Fame in 2017. The same year, she was honored as one of Cherwell’s IT Legends.

Her role as an APMG-certified trainer in Experience Essentials, XLA Foundation, and XLA Practitioner, coupled with her hosting duties on XLA.TV, underscores her commitment to sharing knowledge and advancing Experience Management globally. Rae Ann holds numerous certifications from HDI, Experience Collab/APMG, ITSM Academy, and ITIL.

Beyond her formal roles, Rae Ann is a respected voice in the IT service management and Experience Management communities, frequently speaking at conferences and contributing to publications. Her insights and leadership have not only shaped her career but also influenced the broader industry, solidifying her status as a thought leader.

Garan is a Senior Desktop Support Engineer at SimbecOrion with almost five years of specialized experience in the SysAid Service Management Platform. Currently, he’s the lead of the IT Helpdesk at SimbecOrion, where he successfully migrated their helpdesk system from on-premises to the SysAid Cloud. With expertise in ITIL, Dell hardware, VMWare Horizon, and Windows, Garan constantly strives to optimize IT support systems and workflows.

Richard is the Director of Service Delivery at SysAid with over 8 years of experience in helping organizations optimize how they deliver service to internal and external customers. Armed with almost a decade of industry experience and a background in ITIL Foundations, Richard has helped hundreds of organizations reduce their MTTR, improve CSAT, and optimize their service management to all corners of their organizations.