Implementing ITSM

Where: Four Points Sheraton Hotel and Conference Center
1125 Boston Providence Turnpike
Norwood, Massachusetts 

Direction

Registration Fee:
NERCOMP Member: $130
Non-Member: $260

Event Overview

IT organizations are continuously looking for ways to improve. Moving your IT organization to a service based model can yield positive results for both your staff and constituents. One way of achieving a more service focused organization is through the implementation of Information Technology Service Management (ITSM). The goal of ITSM is to develop your organization in such a way that customers or users become the center, not technology. By implementing this model, you may also see improved staff satisfaction by moving activities from a reactive mode of operation to a more proactive mode of operation.

While the rewards of ITSM can be considerable, moving towards this model can be a daunting challenge. This workshop will center around the ITSM implementation efforts and visions of four universities. Focus of the day’s discussions will be on assisting institutions considering an ITSM implementation, or those that are simply curious about ITSM, in understanding the requirements and challenges that go with creating and instituting an ITSM program. Each of these four universities use IT Infrastructure Library (ITIL) as the framework of best practices to manage ITSM. Where ITIL frames out best practices, ITSM is a means of developing and implementing these services. Topics will include: implementation plans, issues encountered, communication with staff and the user community, roadmaps, strategies, and the unique perspectives of this kind of implementation on four different campuses.

At the end of the session, attendees should have a solid understanding of how ITSM is being developed at these four universities, a more in-depth understanding of a few ITIL processes that are often at the beginning of the ITSM roadmap and if it is the right choice for their campus.

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