ITSM Begins outside the Tool Box

Wednesday, March 29 | 3:10PM–4:00PM | Room 553
Session Type: Breakout Session
Delivery Format: Panel Discussion
ITSM begins outside the toolbox by defining what it means to your university, identifying where you are (Maturity Assessment), where you want to be, and creating a roadmap for getting there. Boston College took the path of defining ITSM independent of a tool: if you can't define it, you can't measure it. If you can't measure it, how do you know if you're successful? In this session, we will share the steps for building an ITSM strategy. By first defining what ITSM means to your university, you can then use an ITSM tool to help standardize, automate, and measure your ITSM efforts.

Outcomes: Learn about BC's ITSM strategy, from definition to continual service improvement * Gain a different way of looking at an ITSM tool implementation, thinking outside the toolbox first * Obtain a sample roadmap and an understanding of what BC did at each phase


  • Scott Cann

    Technology Director, ITS Support Services, Boston College
  • Deb Dexter

  • Mary Durr

    Director, Computing Support Services, Boston College
  • Jeri Schefts

    Manager, IT Service Management, Boston College

Resources & Downloads

  • ITSM Begins Outside Tool Box_takeaway

    396 KB, pdf - Updated on 1/27/2024