Learning Lab | Customer-Focused ITSM/ESM: Aligning Services with Institutional Goals: January 2026

Part 1: January 21, 2026 | 2:30–4:00 p.m.ET
Part 2: January 26, 2026 | 2:30–4:00 p.m.ET
Part 3: January 29, 2026 | 2:30–4:00 p.m.ET
Part 4: February 4, 2026 | 2:30–4:00 p.m.ET

Overview

In this Learning Lab, you’ll learn how to design customer-focused services and build a service catalog or portal that puts the user experience at the center. More than just a list, a service catalog is a structured, customer-facing representation of what IT offers, making services easier to understand, access, and request. When designed with intention, a catalog strengthens the “service core” of your IT or Enterprise Service Management (ITSM/ESM) program, aligning offerings with institutional priorities and improving communication with stakeholders.

You’ll explore how a strong service core can drive high performance, deliver durable and inclusive services, and foster transparency and trust across the institution. Through interactive, collaborative activities, you’ll learn practical strategies to ensure services meet real customer needs, support ongoing improvement, and provide long-term value. By the end of this Lab, you’ll be ready to build or enhance your service catalog in ways that strengthen institutional alignment and elevate service delivery.

Learning Outcomes:

NOTE: You will be asked to complete assignments in between the 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.
• Learn important considerations and strategies for Enterprise Service Management (ESM).