Keynote Speakers


"Service Management as the engine of your Cognitive Enterprise"

Nayaki Nayyar
President, Digital Service Management

Nayaki Nayyar is the president of the Digital Service Management product line at BMC Software, Inc. In this role, she is responsible for BMCís Digital Service Management offerings, including the Remedy Service Management Suite, Remedyforce, BMC Discovery and the industry-leading digital workplace, BMC Marketplace and multi-source environments powered by BMC Innovation Suite.

Nayaki joined BMC from SAP where she was general manager and global head of their internet-of-things go-to-market group with full P&L responsibility for IoT. Previously, Nayaki led cloud for the Customer Engagement product division at SAP. In this role, she drove high organic growth in the companyís cloud, CRM, mobile and integration business units. Before that, she had been in corporate strategy at SAP where she was instrumental in the companyís cloud strategy.

Nayaki began her career at Shell where she gained tremendous industry experience and then took a role as CTO leading enterprise architecture and application development divisions at Valero during its rapid growth into the largest independent refining company in North America.

Nayaki earned a bachelorís degree in mechanical engineering from Osmania University and a masterís degree in computer science from the University of Houston. She is also a graduate of the Stanford Executive Program.


"Service Management as the engine of your Cognitive Enterprise"

Terence Chesire
Vice President, Product Management

Terence is responsible for Product Management and Marketing in the Digital Service Management business unit. Terence comes to BMC from ServiceNow where he led product management for the Customer Service Management business unit. In this role, he developed the product vision and executed the market entry strategy for their cloud customer service software.

Previously, Terence was with SAP for nearly a decade. While there, he launched and led product management for Cloud for Service, led strategy projects for the company’s executive team, and was a go-to-market leader for small business solutions. Terence’s prior experience includes IBM, Intel, US Bancorp and Deloitte. He earned his MBA at MIT’s Sloan School of Management, and he has been a contributor on four U.S. patents.


"Remedy Innovation Continues"

Doug Mueller
Corporate Architect

Doug Mueller leads Remedyís future technology direction. Mueller is a co-founder of Remedy and continues to be involved with product architecture and development of the Action Request System and applications. Mueller drives defining product vision and direction.

Before joining Remedy, Mueller worked for seven years at Hewlett-Packard. Mueller has a bachelorís degree in computer science from California Polytechnic State University, San Luis Obispo.


"Role of AI and digital transformation"

Jon Fraser
Managing Director, Service Management

Jon Fraser is Online Business Systems' Managing Director, Service Management. With over 30 years of experience across a number of verticals, including 20 years of IT and Management Consulting experience, Jon is a passionate practitioner, leader, and trusted advisor to clients and partners in multiple verticals across Canada, the United States, and Europe. Jon is a thought-leader in the practical application of Security Operations and has led the team at Online to develop a framework that integrates the people, process and technology across security, IT and beyond.

Prior to joining Online, Jon worked with several respected System Integrators and Management Consulting firms, leading complex Enterprise Solution efforts and developing long-term strategic roadmaps for clients.