Allison Chandran
Manager, Enterprise Service Management,
Indiana University
Taking the Ferrari Out of the Garage: Moving from Ticketing to Integrated Service Management
Wednesday, September 30, 2026 | 10:45AM–11:30AM MT
Session Type:
Breakout Session
Delivery Format:
Presentation
For years, institutions have treated their ITSM tools as simple ticketing systems, leaving powerful capabilities idling in the "garage." This session explores Indiana University’s active journey to re-implement their platform from the ground up, moving beyond legacy reactive support to a proactive digital ecosystem. In partnership with ServiceNow, we'll share the progress of our multi-year transformation from siloed ticketing tool to integrated service management, including a shift from a one-size-fits-all knowledge bucket to a multi-knowledge-base governance model that supports distributed teams while maintaining institutional standards, and our current execution of a roadmap toward a comprehensive CMDB and Digital Portfolio Management. We'll detail the drive toward a unified Employee Center, exploring how a "portal-first" strategy serves as the front door for institutional efficiency and establishing the governance necessary for AI readiness. By focusing on the intersection of people, process, and technology, we illustrate how to navigate the "mid-journey" challenges of overcoming technical sprawl. Whether you are mid-implementation or considering a total reset, this session provides a blueprint for aligning platform capabilities with institutional goals. This is not a product demonstration; it is an institution-led story about governance, change, and decisions we wish we made earlier. Join us to learn how we are taking our engine apart to rebuild it for full speed.
