Service Catalog Best Practices

Wednesday, April 22, 2015 | 3:15PM–4:15PM | Lone Star Ballroom C
Session Type: Professional Development
IT departments need to become more service oriented, beginning with a service catalog and focusing on continued service improvement. The ECAR Service Catalog Working Group is publishing best practices for creating a service catalog. This is an opportunity for institutions to adopt a common industry practice instead of reinventing the wheel. Explore the connection between key performance indicators, ITSM processes, and project management and how, taken together, they improve IT operations and customer service. This session will include an exercise that describes the thought process behind the service catalog framework and shows how it is logically constructed. Attend this session to discuss best practices and lessons learned, and discover how you can start maturing your IT service management right now.


OUTCOMES: Realize that service improvement is about incremental change * Investigate the service catalog framework recommended by ECAR * Explore next steps to become service oriented (i.e., service owners)

Presenters

  • Butch Juelg

    Sr. Associate Vice Chancellor, Technology Services, Lone Star College System

  • Reg Lo

    Director, Service Management, VMware LLC

Resources & Downloads

EDUCAUSE Service Offering Template
24 KB, Microsoft Office Document
Uploaded on 07/27/2015