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Friday, March 18 • 10:15am - 11:15am
Service Management as Strategy: Creating an ITSM Ecosystem at Virginia Tech

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This presentation focuses on Virginia Tech’s efforts over the past two years to design and implement new, organization-wide approaches to IT Service Management. This ongoing initiative has included the implementation of new approaches to incident management, knowledgebase documentation, and a central IT-wide user-facing service catalog. These efforts also include a longer-term set of strategies to create an expanded ITSM ecosystem that streamlines service management within IT and dramatically improves the end-user experience at Virginia Tech. Learn more about how Virginia Tech connected service management directly to its IT strategic plan, how we have approached these challenges, what has been accomplished so far, and what is on the horizon!
Speakers
avatar for Claire Gilbert

Claire Gilbert

Executive Director, IT Experience and Engagement, Virginia Tech
Dr. Claire Krendl Gilbert is the Executive Director of the IT Experience & Engagement unit within the Division of Information Technology at Virginia Tech. This unit serves as the “front door” for users across the university, providing support and coordination of activities, and... Read More →
avatar for Anne Sheppard

Anne Sheppard

Director, Service Management, Virginia Tech
Anne Sheppard has over 30 years’ experience working in Higher Education with ~20 years developing and managing strategic IT initiatives as part the Division of Information Technology at Virginia Tech. She currently serves as the Director for Services and Knowledge Management in... Read More →

Friday March 18, 2016 10:15am - 11:15am EDT
Holley IV
  Collaboration

Attendees (29)