Choose Your Own IT Service Management Adventure: Process, Change, and What Actually Works

Thursday, October 01, 2026 | 3:15PM–4:15PM MT
Session Type: Poster Session
Delivery Format: Poster Session
Step into a “choose your own adventure” exploration of Texas A&M University’s 16-month journey to unify 17 ITSM tools into a single platform while building scalable enterprise service management processes grounded in ITIL practices. Guided by real-time audience input, this session blends practical process design and organizational change strategies with measurable outcomes, equipping you with adaptable frameworks to drive ITSM transformation that actually sticks.

Presenters

  • Josh Green

    Program Director, Texas A&M University

  • Kenneth Longeway

    Program Coordinator, Texas A&M University