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

9:00am – 9:15am Welcome and Introductions

9:15am – 10:30am Session One – Roundtable discussions by Track:
• People Track: IT/ITSM Governance (Facilitator TBD)
• Process Track: Change Management Roundtable. Facilitated by Kara Bilotta of Tufts. Kara will share some insights into how Tufts approached change management and engage others in a discussion about their challenges and approaches to Change Management at their home institutions.
• Tools & Resources: Password reset handling. (tentative)
• Ad-Hoc Track: Topic TBD

10:30am - 10:45am Break

10:45am -12:00pm Session Two, by Track
• People Track: The Role of the Service Owner (Facilitator: TBD)
• Process Track: Configuration Management Roundtable. Facilitated by Eric Dannenberg of Boston University. Eric will share some approaches Boston University has taken to addressing configuration management and engage others in a discussion about Configuration management solution or initiatives at their home institutions.
• Knowledge Management Roundtable. Facilitated by Dorothy Ortale of Yale University. Dorothy will share some details about how Knowledge Management has been rolled out at Yale and engage the table in conversation about all aspects of knowledge.
• Tools & Resources: Negotiating SLAs. Facilitated by David Blezard of University of New Hampshire
• Ad-Hoc Track: Lessons learned from the book entitled: “The Phoenix Project”. (Tentative - Facilitator: TBD)

12:00pm – 1:00pm Lunch

1:00pm – 2:00pm Session Three, Users Group Meetings
Regardless of the tool you are using, getting together with other users of the same tool and sharing tips, tricks, challenges and solutions can be a great learning experience. Join us for one of these User Group discussions or start your own roundtable discussion during this session block!
• Service Now Users Group (Facilitated by Eric Dannenberg and Kara Bilotta)
• Cherwell Users Group (Facilitated by Deborah Moschella Saks of Framingham State University)
• WebHelpDesk (Facilitator TBD)
• Ad-Hoc: Create your own tool discussion/roundtable!
Still selecting a tool? Create a tool selection roundtable discussion group.

2:00pm – 2:10pm Break

2:10pm – 3:15pm What’s in our Collective ITSM Toolbox? Review of key learnings/tidbits or action-items from the day.

3:15pm End
 

Please note - due to the Un-Conference nature of this event, sessions and facilitators are subject to change.