Building a Shared Vision for IT Service Management: How We Unified Seven ITIL Processes into a Single Tool

Wednesday, October 26 | 1:30PM–2:30PM | Exhibit Hall B/C, Level One
Session Type: Poster Session
Delivery Format: Poster Session
Developing buy-in and consensus for shared IT Service Management processes and a common ITSM tool is challenging anywhere, but particularly so in decentralized IT organizations. We will share successes and lessons learned at Illinois State University from implementing seven ITIL processes in a new, shared ITSM tool.


Outcomes: Identify key elements that can assist in a successful ITSM implementation *Reflect on how to develop a shared vision for service management in decentralized IT environments *Appraise the value of a collaborative approach to ITSM

Presenters

  • Rob Bailey

    Executive Director of Information Technology, Illinois State University

  • Carla Birckelbaw

    Executive Director of Client Services, Illinois State University

Resources & Downloads

  • Building a Shared Vision for IT Service Management_slides

    13 MB, pptx - Updated on 1/26/2024

  • Building a Shared Vision for IT Service Management How We Unified Seven ITIL Processes into a Single Tool_poster

    83 KB, docx - Updated on 1/26/2024