Learning Lab | Making ITSM Work for Your Institution: December 2026

Part 1: December 7, 2026 | 12:00–1:30 p.m.ET
Part 2: December 9, 2026 | 12:00–1:30 p.m. ET
Part 3: December 14, 2026 | 12:00–1:30 p.m. ET
Part 4: December 16, 2026 | 12:00–1:30 p.m. ET

Overview

Many institutions have implemented ITSM tools and defined service catalogs, yet still struggle with unclear ownership, inconsistent governance, automation gaps, and difficulty demonstrating value. As organizations seek to improve service delivery, expand service management beyond IT, and explore opportunities for automation and AI, the need for process maturity and strategic alignment has never been greater.

This Learning Lab helps participants strengthen the foundations of their ITSM programs. Using a real service as a case study, participants will assess current maturity, clarify service ownership and governance, evaluate readiness for automation and enterprise expansion, and identify practical short-term and long-term improvement opportunities. Designed for both operational and strategic leaders, the Lab emphasizes actionable best practices over theory and complexity. Participants leave with practical tools, actionable priorities, and a clearer path for strengthening services, governance, and measurable impact.

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.

• Assess the maturity of your ITSM program across services, governance, metrics, and automation readiness.
• Apply a practical service definition framework to clarify ownership, accountability, and scalability for a real service.
• Align governance structures and performance metrics with institutional goals and measurable value.
• Evaluate readiness for automation, AI integration, and Enterprise Service Management (ESM) expansion.
• Develop a practical roadmap that identifies both short-term improvements and longer-term opportunities for advancing ITSM maturity.