Shoes for the Cobbler's Children: Challenges for Today's ITSM Program
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
Director, Service Management, Yale University
Ricardo ChaviraSenior Advisory Consultant, Computer Design & Integration LLC (CDI)
Karen Van DusenSr Mgr and Product Owner, ServiceNow, Carnegie Mellon University