SEM09A-Charting the Course for IT Service Management (separate registration is required)

Tuesday, October 31 | 8:00AM–11:30AM ET | Meeting Room 108A, 100 Level
Session Type: Additional Fee Program
Delivery Format: Preconference Workshop
IT leaders know that IT Service Management (ITSM) provides opportunities to increase both the efficiency and the effectiveness of the organization. From prioritizing and customizing ITIL processes to starting a service catalog, charting a course for ITSM implementation requires an understanding of where you are and where you want to be. This workshop will help you navigate a path forward with an assessment of your current state, provide an introduction to planning tools and resources, and offer practical insight from experienced service management practitioners.

Outcomes: Assess and benchmark IT’s capability to support ITSM * Brainstorm solutions to key challenges in implementing ITSM * Plan for next steps in developing ITSM programs


  • Bob Black

    Assistant Director, IT Process and Planning, Miami University
  • Mark Katsouros

    Director, IT Support Services, Duquesne University
  • Leah Lang

    Director of Corporate Engagement, EDUCAUSE
  • Karen Wetzel

    Manager, NICE Framework, NIST, EDUCAUSE Alumni

Resources & Downloads

  • ITSMpreconpublic

    9 MB, pptx - Updated on 10/31/2017
  • ITSMpreconpublic 1

    13 MB, pdf - Updated on 10/31/2017