We will describe organizational change efforts that led to the development of the IT Service Management initiative. We'll also discuss strategies that allowed us to establish buy-in across the university and how we maximized our capacity to lead change, despite a reduction in workforce and budget.
Outcomes: Gain insight into strategies used to obtain broad-based buy-in necessary to lead organizational change efforts * Learn how to establish a grassroots effort that will, in turn, build a coalition for change * Learn how to use ITSM as a lever for improving the customer experience
Presenters
Dush Fernando
Director, Technology Support Services, IT Services & Support, Northwestern University
Joseph Kurtin
Director, Technology Support Services, Northwestern University