Speakers for the Day:
Marie DiRuzza, Director, IT Service & Support, Worcester Polytechnic institute
Hilary Rosenfeld, Sr. Service Management Consultant, Boston University

7:30am - 9:00am  Coffee and Registration

9:00am– 10:15am  Welcome, Introductions, Service Criticality & Challenges Exercise
We will start the day with introductions and sharing desired learning outcomes.  There will be a group exercise which delves into why Service Definition is so hard for IT organizations and identifies what obstacles can get in the way of success.  Most importantly – we will discuss why it is so critical that we invest the time, resources and effort into getting this right.

10:15am - 10:30am  Break

10:30am - 12:00pm  Service Definition Best Practices
In this session, we will explore what the experts say.  Some tips about how to get started and some “Do’s and Don’ts” will help prepare us for later practice.  We will also review the ECAR Service Model and discuss key aspects of the model.

12:00pm – 1:00pm  Lunch

1:00pm - 2:00pm  Time to Practice!
In groups or individually, participants will be able to practice building out some IT Services, working through application of ideas and concepts from the Morning.  The goal of this session will be to build out a few key IT Services using worksheets provided or working from the ECAR Model.

2:00pm - 2:10pm  Break

2:10pm – 2:45pm  Use the Service Game Card to test your IT Services or continue to build out your Definitive list of services using the time provided.

2:45pm - 3:00pm  Final Thoughts

3:00pm  End