Learning Experience

The Learning Lab experience is supported by both asynchronous and synchronous components. Each part includes a set of resources, an asynchronous discussion, and an interactive live session, all of which culminate in the development of a project to apply learning to local and specific contexts in support of the learning objectives.


Part 1: Defining Durable, Customer-Focused IT and Enterprise Services

January 30, 2024 | 11:00 a.m.–12:30 p.m. ET

In this session, participants will:

  • Review the importance of establishing a “service” definition.
  • Step through guidelines and the process of defining a service:
    • Criticality, core elements of a service, the consumer perspective, value chains, guidelines, and how to categorize for scale and durability.
  • Identify the elements of an IT value chain to distill customer-facing and supporting services in terms of business or academic outcomes.
  • Use The Higher Education IT Service Catalog: A Working Model for Comparison and Collaboration, second edition, to understand each of the components.

Part 2: Building a Customer-Focused Service Catalog

February 1, 2024 | 11:00 a.m.–12:30 p.m. ET

In this session, participants will:

  • Compare and discuss service template drafts and assess/refine their institutional service draft based on feedback received.
  • Define a service using the service template.
  • Use the Service Game Card to test their service definition.

Part 3: Your Customer-Focused Service Catalog

February 8, 2024 | 11:00 a.m.–12:30 p.m. ET

In this session, participants will:

  • Learn and understand how to apply considerations for an online catalog, including:
    • Navigation
    • Searching/tagging
    • Responsive design
    • Interconnectedness of catalog elements
    • Inclusive language
    • Connecting related elements to optimize the user experience and achieve outcomes of a “shift-left” strategy
    • Catalog maintenance

Part 4: Review and Reflect

February 15, 2024 | 11:00 a.m.–12:30 p.m. ET

In the Review and Reflect session, we’ll discuss highlights from the projects, review lessons learned, identify resources, discuss participants’ next steps carrying out their projects, and answer any remaining questions.

Lab Project

The Learning Lab project is the development of a Service Catalog framework, including:

  • High-level navigation
  • Service groups (or categories)
  • A reusable service template
  • Several fully defined services to seed the catalog

Participants will complete the Lab empowered to develop a service catalog at their institutions and will be prepared to build an implementation plan, including tooling requirements, service definition strategy, catalog management plan, and an organizational change management strategy.