Dana Miller
Business Architect,
University of Wisconsin-Milwaukee
Aligning Business Capabilities with IT Service Management in Higher Education: Strategies and Tools
Thursday, November 13, 2025 | 12:00PM–12:45PM ET
Session Type:
Breakout Session
Delivery Format:
Presentation/Panel Session
In the rapidly evolving landscape of higher education, aligning business capabilities with IT Service Management (ITSM) is crucial for enhancing institutional efficiency and delivering value. This presentation delves into the integration of business architecture and ITSM to streamline operations and improve service delivery. The session will explore the Higher Education Reference Model (HERM) and the efforts of the Business Architecture Guild in the higher education sector. Attendees will gain insights into aligning business capabilities with value streams, leveraging tools like ServiceNow to document and map these capabilities. The presentation will also highlight examples from various university service catalogs, demonstrating practical applications of these concepts. Participants will leave with a comprehensive understanding of how to integrate business architecture and ITSM in higher education, equipped with practical tools and strategies to enhance their institution's digital presence and customer engagement.
