Matt currently works at Northeastern University as Sr. ITSM Analyst. He has previously worked at Massachusetts Institute of Technology and Harvard University for 17 years in various IT Support, Management, ITSM Analyst and ITSM tool Administrator roles, currently focused on ITSM change, incident and problem processes at Northeastern. He began his ITSM journey in 2003, while working as a Service Desk supervisor and Remedy administrator. Since then he has been focused on improving IT services through unified processes, to create a consistent quality of service and value to the university communities. He currently holds several ITIL certifications and is working on his ITIL Expert, and served as the IT Service Management Forum Higher Education Special Interest Group President. Locally, in the Boston area, he his active in the ServiceNow and ITSM NERCOMP communities.