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.
Schedule
Part 1: Defining Durable, Customer-Focused IT and Enterprise Services
March 17, 2025 | 3:00–4:30 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, guidelines, and how to categorize for scale and durability.
- How to use The Higher Education IT Service Catalog: A Working Model for Comparison and Collaboration, second edition, to accelerate progress at your institution.
Part 2: Considerations for an Online Service Catalog & Strategy
March 20, 2025 | 3:00–4:30 p.m. ET
In this session, participants will:
- Be introduced to service design concepts
- Learn and understand how to apply considerations for an online catalog
- Learn strategies for making the catalog accessible, actionable, consumable and useful
- Discuss strategy considerations
- Organizational Change Management (OCM)
- Scalability
- Getting Buy-in
- Stakeholder engagement
- Build a Service Template
Part 3: Your Customer-Focused Service Catalog & Enterprise Service Management
March 26, 2025 | 3:00–4:30 p.m. ET
Enterprise Service Management panel
- Hear from a panel of experienced ESM professionals, learning from their experiences
- Open Q&A - opportunity to ask questions of the panel
- In this session, participants will: Learn about considerations for Enterprise Service Management (ESM)
- Engage with a panel of ESM practitioners
- Finalize their service templates and define a service using their service template
Part 4: Review and Reflect
April 2, 2025 | 3:00–4:30 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
- Your Challenge & Strategy Sheet
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.