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CTA Gov-in-Tech: Realistic Service Management in the Public Sector
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When: Tuesday, July 28th
8:30 - 10:00 am
Where: Commons on Champa
1245 Champa Street
Denver, Colorado  80204
United States
Contact: Cam Miskho

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Realistic Service Management in the Public Sector

Robert Nessler

ITSM Manager

Governor’s Office of Information Technology

In this case study session, Robert Nessler will address the uniqueness and complexities associated with implementing ITIL-based processes into a public sector environment that encompasses fourteen state agencies. Lessons-learned from case study extend beyond the public sector and will provide value and benefit to any complex organization engaging change.

Mr Nessler will profile how specific roadblocks are addressed and how constructive processes are implemented. His presentation includes:

  • Overcoming the "Old Dog and New Tricks" Challenge
  • How to Remove Silos in the quest for organization change
  • Collaboration vs Mandate - “It doesn't have to be political (even in government)”
    Buy-in - “Show me the Value”
  • The Extra Mile - “How can I keep this up?”

Robert will share his experiences in providing staff support around change processes to enable a movement away from the doing it "my way" toward doing it "our way" paradigm.He will describe how the State of Colorado has produced unprecedented results in a very short time.

About the Speaker: Robert Nessler, is a highly motivated professional with a diverse skill set in Incident and Change Management and Information Technology Operations. He has developed a full range of experience encompassing the Information Technology Lifecycle Management process. Rob is also an accomplished musician and percussionist.

Robert is the ITSM Operations Manager at the Governor’s Office of Information Technology (OIT). He has more than 15 years of technical and operational experience, including proven skills in NOC/Command Center Management, Incident Management, Server and Network Monitoring, Personnel Management and Training, ITIL Best Practices, Continual Service Improvement, Problem & Change Management, and Top-Level Communication.


For Remote Participation please make note of the following steps:
For Telephone Access: Dial-in 866-740-1260; Access Code 5924067
For Web Access: Log-in go to the Ready Talk Home Page at, then enter the access code: 5924067 under “Participant, Join a Conference." If you do not have audio access, please dial into the 866 number on your phone as well.

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