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

9:00am – 9:10am Opening, Agenda for the Day and Information About…
Speaker: Deborah Saks, Framingham State University

9:10am – 9:50am ITSM Awareness
Speaker: Matthew Wollman, IT Service Management Analyst – Incident and Problem, Harvard University

What is ITSM and how does it provide value? This session gives a quick overview of IT Service Management (ITSM) and the IT Infrastructure Library (ITIL) and how these concepts align the role of IT with the mission of the business.
 

9:50am - 10:00am Break

10:00am – 10:45am Overcoming Barriers
Speakers:
Phillip Deneault, Information Security Officer, Worcester polytechnic Institute
Marie DiRuzza, Associate Director, IT Service and Support, Worcester Polytechnic Institute

Every great transformation first begins by admitting you have a problem.

Join us as we discuss how our ITSM Journey began, what obstacles we needed to overcome and the simple tools and grass-roots efforts we used to ensure forward progress. Although it might seem simple to replace an outdated ticketing tool, a culture change was needed to make ITSM work in our organization and overcome IT support inertia which kept us doing the wrong things.

Topics covered will include:
• Get the right people involved
• Gather Data: People, Process & Technology
• What to do about Silos 
• Getting executive buy-in

Deliverables: Service Provider Questionnaire
 

10:45am – 12:00pm Implementation of ITSM- 3 schools’ approaches
Speakers:
Kara Bilotta, Service Measurement & Analysis Team Lead, Tufts University
Geoffrey Greene, Director IT Support Services, Brown University
Hillary Rosenfeld, Service Management Architect, Boston University

There is no right or wrong way to go about implementing IT Service Management within your institution. During this session, three institutions will share their roadmaps, processes they took, unexpected occurrences and easy, quick wins.
 

12:00pm – 1:00pm Lunch

1:00pm – 1:15pm Recap from the Morning, and set up for the Afternoon
Speaker: Deborah Saks, Framingham State University

1:15pm - 1:45pm Service Catalogs
Speaker: Matthew Wollman, IT Service Management Analyst – Incident and Problem, Harvard University

A service catalog displays IT services from a customer perspective. But how do you begin a Service Catalog, what are your IT Services? At what support levels do you provide these services? This session will briefly explain the purpose of the service catalog and a couple of approaches on how to implement a service catalog.
 

1:45pm - 2:15pm Incident Management
Speaker: Kara Bilotta, Service Measurement & Analysis Team Lead, Tufts University

The primary focus of Incident Management is on restoring normal service as quickly as possible to minimize business impact. Does that translate into your real world environment? What processes and tools can be used to enhance the process? How do you bring colleagues together in support of the process?
 

2:15pm – 2:45pm Change Management 
Speaker: Eric Dannenberg, Information Services & Technology Change and Configuration Manager, Boston University

IS&T Change Management at Boston University
• Who are we?
• What do we have?
• Where do we want to be?
• Why do we want to get there?
• How do we get there?
• (When) did we get there?
• What do we do next?
 

2:45pm - 3:00pm Questions & Answers / Wrap up
Speaker: Deborah Saks, Framingham State University

3:00pm - 4:00pm Panel Discussion on Tool Selection (Optional)
Speakers: 
Kara Bilotta, Service Measurement & Analysis Team Lead, Tufts University
Marie DiRuzza, Associate Director, IT Service and Support, Worcester Polytechnic Institute
Hillary Rosenfeld, Service Management Architect, Boston University
Matthew Wollman, IT Service Management Analyst – Incident and Problem, Harvard University

If you are interested in the tool(s) each institution has chosen to support their initiative, please stay and listen to a brief panel discussion, and participate in a roundtable conversation about ITSM tools.

4:00pm End