Juls Mohr
Principal Analyst,
Forrester Research
Beyond the Service Desk: Scaling Service Management Across Campus
Wednesday, October 14, 2026 | 12:00PM–12:40PM ET
Session Type:
Breakout Session
Delivery Format:
Live Session
Students, alumni, faculty, and administrators have distinct needs, yet the services and knowledge supporting them are often scattered across campus. How can institutions create more connected experiences while preserving the flexibility of a decentralized environment? Drawing on new Forrester research and higher education experience, Julie Mohr, principal analyst at Forrester, will explore how colleges and universities can scale service management beyond IT. She will compare traditional shared-service models with an emerging AI-centric approach and explain why connected, AI-ready knowledge is essential to making it work. Freshworks and a higher education technology leader will add practical perspectives and real-world lessons. Attendees will leave with research-based insights and practical steps for improving service delivery across campus.
