Rae Ann Bruno is the President of Business Solutions Training, Inc (BST), an organization focused on training and consulting in various areas of Experience Management, IT Service Management, Knowledge-Centered Service (KCS), Service Desk Improvement, Internal Marketing, Metrics and ITIL process improvement. As a seasoned HDI Business Associate, Rae Ann delivers comprehensive training and consulting services. She has been recognized as one of HDI’s Top 25 Thought Leaders multiple times between 2016 and 2023. In 2017, Rae Ann was inducted into the HDI Hall of Fame and named one of Cherwell’s IT Legends. She was awarded the HDI Lifetime Achievement Award in April 2024 and serves on the HDI Strategic Advisory Board. Rae Ann is a host for XLA.TV and holds numerous HDI, APMG Experience, ITIL and ITSM Academy. She frequently speaks at IT, leadership and support conferences and is the author of many articles and white papers.

Presenting:

• Pre-06: XLA Foundation
• Session 205: Driving Transformation through Experience Management and XLAs