Shoes for the Cobbler's Children: Challenges for Today's ITSM Program

Friday, October 30 | 10:10AM–11:00AM | Meeting Room 237-238
Session Type: Professional Development

Your IT service management (ITSM) initiative is under way. You're thinking hard about new collaborations, processes, and cool tools to make it all work. But how? Hint: ITSM is ERP for your IT business. We'll share lessons learned and strategies from CMU and Yale to build a program for long-term success.

Outcomes: Understand that ITSM programs are really ERPs * Learn how to define roles for critical service management functions * Identify resource and cultural challenges and develop local strategies to meet them


  • Dee Burns

    Director, Service Management, Yale University
  • Ricardo Chavira

    Senior Advisory Consultant, Computer Design & Integration LLC (CDI)
  • Karen Van Dusen

    Sr Mgr and Product Owner, ServiceNow, Carnegie Mellon University

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