President
Rae Ann Bruno is an accomplished HDI Business Associate, Senior Consultant, and Instructor with extensive expertise in IT Service Management (ITSM), ITIL 4, Knowledge-Centered Service (KCS), and Experience Management (XM). She has a proven track record of helping organizations enhance service quality, operational efficiency, and employee experience through her engaging and practical approach to complex IT and experience management concepts. As a Senior Consultant and Instructor, Rae Ann delivers HDI certification courses for Support and ITSM roles, as well as ITIL 4 and APMG Experience courses. She is highly regarded for her ability to drive IT process improvements, guide KCS adoption, enhance service level management, and implement experience-driven strategies that align IT performance with business outcomes. Rae Ann’s industry leadership is reflected in her numerous accolades, including the HDI Lifetime Achievement Award (2024), induction into the HDI Hall of Fame (2017), and recognition as an HDI Top 25 Thought Leader across multiple years. She was also named a Cherwell IT Legend in 2017 and is the first APMG-certified Experience Trainer in the U.S. In addition to her consulting and training work, Rae Ann is a respected speaker and writer, frequently presenting at industry conferences on topics such as experience management, ITSM best practices, and metrics that matter. Passionate about helping IT teams move beyond transactional service models, Rae Ann is dedicated to bridging the gap between IT performance metrics and real-world user experience, creating meaningful, experience-driven support that delivers lasting impact.