ITSM: Attack Your Incident Management Challenges With the Right Tools and Strategies!

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

9:00am - 9:15am   Introduction

9:15am - 10:15am   Approaches to assist with choosing the right CSM Tool.

Speakers: 
Kevin Wheeler, IT Service Delivery Manager, Worcester Polytechnic Institute
Chris Chagnon, Worcester Polytechnic Institute

This hour will look at how to determine your Incident Management Requirements. Is your current tool enough for you? What is it lacking? We will look at the many different options to take into consideration when choosing a new tool including:

Comparison of resources
License models
Hosted vs. On Prem
Roadmaps and changes
Customizations


10:15am - 10:30am   Break

10:30am - 12:00pm   The CSM Tools
Panelists:

Cherwel
Deborah Saks, Director of Service Management and Campus Technology, Framingham State University
Chris Chagnon, Worcester Polytechnic Institute

Servicenow
Kevin Murphy, Manager, IT Service Management, Tufts University
Matt Wollman, Senior ITSM Analyst, Northeastern University

Jira
David Gannon, Director, Campus Technology Services, Bryant University

TeamDynamix:
Reid Kimball, Direcotr, Service Management Office, Bridgewater State University

Our panel will show you their incident management tool including the incident intake screen, special characteristics of the software and automations. We will discuss what we like best about our tool, what would we change about the tool (or the way we implemented); would we select the same tool again (why or Why Not?)

12:00pm - 1:00pm   Lunch

1:00pm – 2:15pm   Defining Classification structure

We will look at the Educause service catalog structure as well as show and tell by the panel of their classification.

2:15pm - 2:30pm   Break

2:30pm - 3:00pm   Strategies for a Successful Implementation

Speakers: 
Deborah Saks, Director of Service Management and Campus Technology, Framingham State University
Kevin Wheeler, Service Delivery Manager, Worcester Polytechnic Institute
Kevin Murphy, Manager, IT Service Management, Tufts University
Matt Wollman, Senior ITSM Analyst, Northeastern University
David Gannon, Director, Campus Technology Services, Bryant University
Reid Kimball, Director, Service Management Office, Bridgewater State University


3:00pm   End