Driving Organizational Change with ITIL and a New Service Desk

Wednesday, April 15, 2009 | 10:30AM–11:15AM | Carmel II
Session Type: Professional Development
This presentation will reflect on how Cal State East Bay seized the opportunity of centralization during dire economic straits to create a new service-oriented culture. This change of direction used ITIL best practices to drive substantive change through our new IT division and helped move the university toward a culture of efficiency and accountability.

Presenters

  • John Charles

    VP, IS&T (Retired), MIT

  • Set Sarrafan

    Software Delivery Manager/Scrum Master, University of California, Berkeley

  • Lee Thompson