Dush Fernando
Director, Technology Support Services, IT Services & Support,
Northwestern University
Custom Support Solutions at Scale
Tuesday, October 15 | 5:00PM–5:45PM CT | Board 808, Poster Area, Halls F1, F2, Level 3
Session Type:
Poster Session
Delivery Format:
Poster Session
In this session, we'll describe an effective approach to developing a shared service model capable of enhancing customer experience and optimizing resource utilization. We'll also address how you can customize a centralized service model to offer services tailored for students, faculty, and staff within a college.
Outcomes: Learn about shared service models, the pros and cons of each model, and what works best under which circumstances * Understand ways to work across organizational boundaries to build capacity, support community, and optimize resource utilization * Share methods deployed to build excitement and engagement among stakeholders * Discuss success factors and performance indicators for integration
Outcomes: Learn about shared service models, the pros and cons of each model, and what works best under which circumstances * Understand ways to work across organizational boundaries to build capacity, support community, and optimize resource utilization * Share methods deployed to build excitement and engagement among stakeholders * Discuss success factors and performance indicators for integration
