Who Owns This Service? Service Design in Practice

Thursday, November 01 | 4:15PM–5:00PM MT | Meeting Room 301/302
Session Type: Breakout Session
Delivery Format: Interactive Presentation
Identifying service owners and their responsibilities is key to effectively managing and delivering IT services and service design. This session will present an ECAR working group's paper on the guidance and best practices of how the service owner role can be applied in higher education to improve IT service management effectiveness. Elon University's journey from an IT support break-fix model to a proactive approach of anticipating the needs of the business serves as an example of these principles in action while also examining existing processes for continual service improvement.

Outcomes: Explore the roles and responsibilities of service owner and service offering manager and how they can be applied in higher education enterprise IT * Identify best practices and guidelines for these service roles and responsibilities * Think critically about service design and service process improvement while anticipating challenges in modifying long-standing business processes

Presenters

  • Ryan Gay

  • Todd Jensen

    Manager, IT Service Management, University of Nebraska - Lincoln
  • Meggan Levitt

    Asst Vice Provost & Associate CIO, University of California, Davis

Resources & Downloads

  • Who Owns this Service

    Updated on 11/26/2019