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West Richter, Jr.
Director
Moog
Speaker Bio
West Richter Jr. is the Director of Global IT Service Delivery at Moog Inc., overseeing IT Service and Asset Management processes and platforms, End User Services (Service Desk, Desktop Support, and End User Computing), operational technology support, IT service continuity, and continuous improvement programs. Previously, he held leadership roles in ITSM, IT operations, and Tech Talent Development at M&T Bank. West’s ITSM focus began at Accenture, where he deployed ITSM processes and toolsets to Fortune 100 companies across multiple industries. Outside of his career, West is an Adjunct Professor at the University at Buffalo School of Management, serves on multiple boards including the University at Buffalo Alumni Association, City Honors/Fosdick-Masten Park Foundation, and is President of the Buffalo Philharmonic Chorus. West holds an MBA, a BS in Management, and a B.Mus in Vocal Performance from the University at Buffalo. He is an ITIL 4 Master and maintains multiple Agile certifications.
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Session
Wednesday, December 10, 2025 12:00 PM - 12:30 PM PST
Executive Story: Minimum Viable Bureaucracy: Driving ITSM Adoption by Building for Agility
West Richter, Jr.,
Director, Moog
Traditional IT organizations have put significant effort into building best-practice IT service management processes. Even after gathering requirements, stakeholder reviews, workflow documentation, and lengthy process documents, we find that adoption is minimal. Why can't our organization just adopt these "best practices" and reap the benefits? During this session, we will explore how building ITSM processes in an agile world requires a different approach. As organizations drive toward a DevOps culture, operating with agility, reacting to changing global economics, and responding to increasing regulatory requirements, IT teams must find ways to build minimally viable processes that stick.
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