Stealth ITIL: Service Management for the Skeptical Organization

Wednesday, October 19 | 2:30PM–3:30PM | Table 50, Exhibit Hall A/B/C
Session Type: E11
Many institutions have explored service management under the ITIL framework. The road is littered with failed top-down implementations, and the framework has gained a reputation for being too prescriptive for our "unique campus cultures." CMU and NYU will share how they used "stealth ITIL" to find service management success.


  • Kitty Bridges

    Senior Advisor for Strategic Initiatives, New York University
  • Leah Lang

    Director of Corporate Engagement, EDUCAUSE
  • Karen Van Dusen

    Sr Mgr and Product Owner, ServiceNow, Carnegie Mellon University