Ryan Bass
Chief Information Officer,
Portland State University
If Not Now, When? Building a Service Catalog When No One Has Time for That
Thursday, October 28, 2021 | 3:00PM–3:45PM ET | Board 405, Poster Area, Exhibit Hall A, 200 Level
Viewing Location:
Philadelphia
Session Type:
Poster Session
Delivery Format:
Poster
When Portland State University began a routine project to retire an aging ticketing system, we didn’t know that we were also setting in motion an entrepreneurial effort to develop an IT service catalog and transform the service orientation of our entire organization. We demonstrate how we built a minimalist service catalog on a shoestring using collaborative, local, decentralized tactics that have supported its continued adoption—and which can be adapted to enable many different types of organizational change. We describe choices we made to keep everything as simple as possible, employing “just enough” service management to create a tool that improves service wayfinding for customers while helping our leadership gracefully readjust over time to meet the changing needs of the university. And we’re not done yet! We’re still discovering the true value of our service catalog, as we’re surprised by applications we didn’t anticipate. We share stories of specific benefits our service catalog has brought as PSU grapples with budget constriction and prepares for a campus that looks different after COVID-19.
