The Wild Midwest: How Northwestern Built Organizational Capacity for ITSM

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