Bob Black
Director, IT Process and Planning,
Miami University
Deliberate and Sustainable Change: Making Service Management Meaningful and Relevant
Wednesday, October 26, 2016 | 1:30PM–2:30PM | Exhibit Hall B/C, Level One
Session Type:
Poster Session
Delivery Format:
Poster Session
Miami's Service Excellence program charted a deliberate path to becoming a trusted IT service provider. Having focused on picking a new ITIL tool in the past, we instead drew from the wisdom of the Deming improvement cycle, Kotter's 8-step process for leading change, and maturity modeling to achieve critical mass and obtain buy-in from top to bottom.
Outcomes: Define service excellence in terms of quality and how quality comes to exist through process *Explore best practice frameworks for pursuing excellence and examples of how to apply each *Gain practical insights, samples, and examples of artifacts and activities used to achieve sustainable change