A Starting Framework for Successful ITIL Implementation

Monday, March 23 | 4:45PM–5:30PM | Seville West/First Floor
Session Type: Professional Development
The culture is slightly different and the line of business isn't what you find in the commercial world, but the road to an ITIL implementation relies on a solid foundation in higher education just as it does in any other industry. Our presentation will cover the steps necessary to implement process improvement. It will identify key areas of focus including awareness, training, organizational effort, assessment of current state, tool considerations, roles, and the need to be patient. Additionally, we will interject lessons learned. The goal is to provide a starting framework for successful ITIL implementation efforts enhanced by personal experiences.


  • Andrea Stevens

    Manager, Service Management, University of Michigan-Ann Arbor

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