Learning Lab | At Your Service! Defining Customer-Focused Services for ITSM/ESM

Part 1: January 30 | 11:00 a.m.–12:30 p.m.ET
Part 2: February 1 | 11:00 a.m.–12:30 p.m.ET
Part 3: February 8 | 11:00 a.m.–12:30 p.m.ET
Part 4: February 15 | 11:00 a.m.–12:30 p.m.ET


Are you looking to build, improve, or expand your IT service catalog or enterprise service portal? This Learning Lab is for you! Learn how to design customer-focused services and create a service catalog or portal with the user experience in mind.

Services are the core of any service management program or service catalog effort. A strong core enables a high level of performance while a weak core can limit performance. Intentional service design can yield tremendous benefits, resulting in more durable and inclusive services. It can ensure delivery of services customers actually want and enable service delivery improvements, providing increased value over time.

This interactive and collaborative workshop, delivered by contributing authors of the popular EDUCAUSE Service Model paper, will empower you to strengthen your "service core," preparing you to build or improve your service catalog and positioning you for improved IT or Enterprise Service Management (ITSM/ESM) program performance.

Learning Outcomes:

NOTE: You will be asked to complete assignments in between the Learning Lab live sessions that support the learning outcomes stated below. You will receive feedback and constructive critique from facilitators.

  • Define durable, customer-focused IT and enterprise services, leveraging the popular EDUCAUSE Service Model paper to accelerate progress.
  • Understand and apply strategies to overcome common challenges such as organizational change management, stakeholder engagement, and more.
  • Assess important considerations for effective portal design, including accessibility and content discoverability.
  • Prepare for Enterprise Service Management (ESM) readiness with guidance for preparing your organization to shift from ITSM to ESM, creating customer-focused, enterprise-level experiences.


Photo of Marie DiRuzza
Director, Campus Technology and Media Support
Mount Holyoke College
Photo of Deborah Saks
Deputy Chief Information Officer
Massachusetts College of Art and Design