Dee Burns
Director, Service Management,
Yale University
Shoes for the Cobbler's Children: Challenges for Today's ITSM Program
Friday, October 30, 2015 | 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
