ITSM: At your Service! Customer-focused Service Delivery

ITSM: At Your Service!  Customer-focused Service Delivery

Where: Southbridge Hotel & Conference Center
14 Mechanic Street
Southbridge, MA 01550

Carpool information to this event can be found here

When: Wednesday, January 23, 2019
9:00am - 4:30pm 
Note: Registration starts at 7:30am

Workshop Organizer:  Marie DiRuzza of Worcester Polytechnic Institute

Registration Fee:
NERCOMP Member:$145
Non Member $290
Your registration includes lunch and unlimited am and pm breaks.

Event Overview
Customer expectations are rising and how customers operate is changing rapidly.   IT organizations need to adapt to ensure they are delivering the IT services customers need, delivered in ways they want to consume them.

 In this engaging program, we will cover:
   - Best Practices for Designing Self-Service Portals
   - Tier Zero - Enabling Proactive Support via Self-Service (Portal Show & Tell)
   - Mapping the Customer Experience
   - Defining Customer-Focused IT Services

Session Outcomes:
Participants will leave with a better understanding of how to define and deliver customer-focused IT services today.  An optional lunch “Horizon Roundtable” discussion will help attendees prepare for service delivery in the future.

Optional end-of-day working session:
Attendees who want some time to practice service definition techniques can stay for an optional end-of-day facilitated working session.

Registration Cancellation Policy:
By clicking on the "Register Now" button, you are indicating a commitment to attend and will be held responsible for the registration fee. Your fee can be refunded if you notify us of a cancellation at least 8 days prior to the event via email to

Event Disclaimer:
NERCOMP reserves the right to use any photographs or other mechanical recordings taken at NERCOMP events in promotional materials. No mechanical recordings of any kind may be used at NERCOMP events without the prior written consent of NERCOMP organizers and presenters. The views and opinions expressed at NERCOMP events do not necessarily reflect those of NERCOMP, nor does NERCOMP make any representation regarding the information presented at NERCOMP events.