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

9:00am - 9:15am Opening Remarks

Morning Session: Services, Catalogs, and Portals with Third Sky

 A Service Catalog is more than a website that describe the services that IT provides the institution. It should become the common thread throughout your IT Service Management initiative. Hence, it is important to get it right. Attends this session to learn
- Service Portfolio, Service Catalog and Service Request Catalog best practices
- How to identify, name and categorize your services
- Getting the right level of granularity
- Marketing your Service Catalog to faculty, staff and student
- How to transform into a service-oriented organization

This session will include an interactive discussion of how different higher ed institutions have categorized services and strategies for collecting and maintaining Service descriptions.

9:15am - 10:15am Service Catalog Bootcamp - Part 1
- What is a Service?
- Service Portfolio, Service Catalog and Request best practices
- Identifying, naming and categorizing services
- Review higher ed example for categorizing services
- Discussion:service categorization strategies

10:15am - 10:30am Break

10:30am - 11:15am Service Catalog Bootcamp - Part 2
- Creating Service Descriptions
- Discussion: How to Collect & Maintain Service Descriptions
- Best Practices for the Service Owner Role
- Discussion: Challenges & Enables for Service Owners
- Transforming to a Service-Oriented Organization
- Discussion: What does it mean to become Service-Oriented

11:15am - 12:00pm Building a Service Catalog (Hands-on Activity)

12:00pm -1:00pm Lunch

1:00pm - 1:15pm Introduction to the Afternoon
Afternoon Session: Change Management - Tackling Process Design with Compliance Process Partners

Adhering to Change Management practices is an important part of maturing your IT organization, the question becomes: where to begin? As your organization works to harness its full potential, it is critical to ensure that its services are under control. Designing a Change Management process can be a daunting task, much like taming a dragon but we intend to demonstrate that it is indeed possible to succeed and mature your organization in the process.

This session will include a mix of learning from experts, active discussion, and an opportunity to think about how your institution handles changes.

1:15pm - 2:15pm Change Management - Tackling Process Design
- How/where does Change Management fit into your organization's world?
- Challenges & lessons learned from Tufts University
- A high level look at Tufts' process & design steps

2:15pm - 2:30pm Break

2:30pm - 3:15pm Change Management Activity

3:15pm - 4:00pm Conclusion & Wrap-up