From Chaos to Service Excellence

We will describe how to provide a life-cycle approach to transform your IT organization from a process-focused team to a service-centric one. The Service Excellence Life Cycle is the culmination of over 30 years' experience in IT. It leverages the best of ITIL, Six Sigma, and Portfolio Management. You will leave with a practical approach to transforming your IT organization. We will touch on topics including the development of a service catalog, metrics for process and service improvements, communications and marketing, change management, and project portfolio management. Lastly, we will discuss focusing on building community, improving satisfaction, and being innovative.

OBJECTIVES: Learn how Yale transformed IT through a holistic service life-cycle approach * Take away both a game plan and set of tools that will enable IT leaders to gain higher levels of satisfaction from their community and staff * Understand the intersection points between ITIL, Six Sigma, community satisfaction, and IT strategic planning