Archived Events
2013 - 2018
December 13: Online Book Club - High Velocity ITSM
Link to recording: 2018-12-13
Chat transcript: 2018-11-07.txt
November 7: Incident categorization panel discussion
Event: Webinar: Models for Incident Categorization
Link to recording: 2018-11-07.mp4
Chat transcript: 2018-11-07.txt
Link to resources: coming soon
Panelists
Steve Shanks - ITSM Business Analyst at The Ohio State University
Mike Morris - Penn State University; Business Process Analyst
Kent Carpenter - University of California, Merced; IT Director Service Management and PMO
October 17: Process Palooza: UC San Diego LEANing Towards Success
Event: Process Palooza: UC San Diego LEANing Toward Success
When: Wednesday, Oct 17 @ 2pm ET / 11am PT
Link to recording: 2018-10-17.mp4
Chat transcript: 2018-10-17.txt
Presenters
Mojgan Amini, Director Process Management & Continuous Improvement, IT Services, UC San Diego
Ahren Crickard, Strategic Academic Initiatives, Office of the Executive Vice Chancellor, UC San Diego
Lynn Underwood, IT Organizational Change Management, IT Services, UC San Diego
Shawn Munro, Coordinator, Administrative Process Excellence (APEX), Jacobs School of Engineering, Manager, Lean Bench, IT Services, UC San Diego
Hosted by
The Educause ITSM CG
September 18: Small Change is Big Change
Have you ever wished for an easier way to make change happen at your organization? While research shows that a more diverse and inclusive workplace increases productivity and innovation, many of us aren’t sure how to initiate change for a more effective team and workplace. Or maybe we have ideas, but it feels REALLY overwhelming or we’re afraid to do it “wrong.” So, what’s the first step?
The recording, chat transcript, and slides from your recent event, Small Change is Big Change, are now available in the EDUCAUSE Library at: https://library.educause.edu/resources/2018/9/small-change-is-big-change-a-women-in-it-and-it-service-management-community-group-webinar
Presenters:
Becky Nelson, University of Minnesota Duluth
Claire Krendl Gilbert, Virginia Tech
Jackie Milhans, Northwestern University
Marcia Dority Baker, University of Nebraska - Lincoln
Sandy Silk, Harvard University
Tina Pappas, Rutgers University
Hosted by
The Women in IT and Educause ITSM CG
July 26: OSU Request Fulfillment: A key point of interaction between customers and IT
OSU request fulfillment – A key point of interaction between customers and IT
Link to recording: 2018-07-26 recording
PDF of presentation:2018-07-26 pdf
Presenters
Bob Gribben, Sr Manager, Infrastructure Engineering, Magellan Health (formerly with Ohio State University)
Martin Winders, Associate Director Client Services and Engineering, Ohio State University
Hosted by
The ServiceNow Higher Ed Google group and the Educause ITSM CG
May 15: The Business Relationship Management Journey: the tale of two Universities
Link to recording: 2018-05-15 recording
Link to open house recording: 2018-05-15 open house recording
Presenters
Shirley Bittlingmeier , Client Services Officer, UC Office of the President
Jana R. McDonald, Business Relationship Manager, Division of Information Technology, Texas A&M University
April 18: Communicating IT service changes - It's not just about the technology. Communication matters!
Link to recording: 2018-04-18 recording
Chat log:2018-04-18 chat log
Panelists
Katie Rose, Sr. Director - User Services, University of Notre Dame
Stan North Martin Sr. Director - Outreach, Communications & Consulting, NC State University
Paul Reaves, Communications and Training Specialist, Georgia Southern University
Beth Rugg, Assistant Vice Chancellor Client Engagement, UNC Charlotte
Resources
Link to “Successfully Managing Changes” presentation
NC State Rough Outline of Change Management and Communication framework
April 11: Online Book Club - Plus! The Standard+Case Approach
Recording unavailable but be sure to view the past webinar on Oct 25, 2017 posted on this site.
For more information check out these resources
http://www.basicsm.com/standard-case
https://www.slideshare.net/twohills/standard-plus-case
https://www.brighttalk.com/webcast/845/255781
March 28: A Meeting of the Minds: Product Management and IT Service Management
Topic: Educause ITSM CG Webinar - A Meeting of the Minds: Product Management and IT Service Management
Date: Mar 28, 2018 12:36 PM Central Time (US and Canada)
Click here to download or view your recording:
https://unl.zoom.us/recording/detail?meeting_id=b8If%2B5i6SrCYtl4f7TPvVA%3D%3D
Share your recording:
Recording-1 (67 MB):
https://unl.zoom.us/recording/play/Ol4Ckx4VYGpLBH5xHtPtCjVToCo_JFpe9bTuem5QUjEf25ewmT-T78cxmZt7OKj0
Audio Only-1 (22 MB):
https://unl.zoom.us/recording/play/VZitqNSLnbz2yAM7MiJL1vS6ljPlqxdWg7mMgthNYUhh2yOpBYayFJtKfsMZN5z7
Panelists
Marie DiRuzza, Director, IT Service and Support at Worcester Polytechnic Institute
Kara Frase, ITSM Implementation Coordinator, UNC Wilmington
Chas Grundy, Manager, Product Services, University of Notre Dame
Todd Jensen, Manager, IT Service Management, University of Nebraska
RESOURCES
Link to previous webinar: “Product and Service Ownership: The Differences, Similarities and Everything In Between”
ECAR Series: Preparing the IT Organization for the Cloud, in particular the Transforming the IT Organization paper.
User Advocate: Product Management in Higher Education EDUCAUSE Review article
2017
November 16: KCS - Tribal Knowledge at Your Fingertips
Knowledge centered service is rapidly becoming the preferred way to manage and share knowledge. Institutions that have implemented KCS have reported significant increases in customer and employee satisfaction. Learn from your peers that have implemented KCS how they have driven down support costs, improved resolution times, and integrated knowledge in an easy to consume customer portal.
In this long awaited follow up to a past KCS panel discussion, we will look at how you can utilize best practices of Knowledge Centered Service (KCS) from multiple universities to aid your organization in putting out fires quickly and efficiently. We will discuss how to quickly and efficiently move knowledge from disparate sources and into the hands of our front line support staff. We will also look at how you can enable your students, faculty, and staff to find the information they need when they need it.
Panelists
Robert Doherty, Technical Writer, University of Southern California
Jeffrey Toaddy "IT Service Management Coordinator" at Miami University
Chelsea Noble, Knowledge Management Associate, University of Notre Dame OIT
Link to recording: 2017-11-16 recording
Chat log:2017-11-16 chat log
Resources
Article on KCS
October 25: Standard+Case in the Real World: A Panel Discussion
In Service Management even the best attempts to document standard, repeatable process leave certain situations to fall through the cracks. There’s a first for everything and seasoned veterans of customer support teams hear it all! But how well do we service our customers when the situation doesn’t match our defined processes? Standard+Case is an approach to help service areas leverage their defined processes while providing a balance of uniformity and flexibility to manage to everything else.
Panelists
Brian Newcomb; Director – Technology, Process and Data Solutions
The Ohio State University, Office of Human Resources
Peter Mosinskis - Director of IT Strategy at California State University Channel Islands
Rob England - Managing Director at Two Hills Ltd
Link to recording: https://csuci.zoom.us/recording/play/wncUyTrzcbVDUIVq7zpGK-OZZ9CIugy0ssA9ASbmfBY6bjb54gb9Zj9mY8DoRett
Chat Log: 2017-10-25 chat log
In this panel discussion, we will hear from several industry leaders using or considering the S+C approach. We will discuss the challenge and benefits of adopting this approach and how it works with best practice such as ITIL. We will also be joined by Rob England, author of “Plus! The Standard+Case Approach” who will share his always enlightening views on the matter.
Resources
BrightTalk link
Standard+Case book
September 20: University of Michigan Service Portfolio Re-evaluation
Webcast link: 2017-09-20_recording.mp4
Recording link: 2017-09-20.pdf
Chat log: 2017-09-20 chat log
Duration: 60 minutes
Earlier this year, U-M undertook a project to re-evaluate their service portfolio. For the first time, the entire central IT portfolio was documented and strategic plans were created for each service. This session will describe the project, the processes used, and the results.
Presenters
Chris Eagle, IT Strategist and Enterprise Architect, University of Michigan.
Andrea Stevens, Manager, Service Management
May 31: Retire Service Offerings before They Retire You
Webcast link: 2017-05-31_recording.mp4
Duration: 60 mins
Shutting down a service offering is difficult to do: we use euphemisms like "end of life" and "decommission." It is uncomfortable, and sometimes we even avoid it until something breaks. Deliberately retiring a service offering is critical to managing the user experience and efficient use of our resources. With the growth of cloud services, this is even more important than ever. How do you know when to retire a service? What process can you follow? This webinar will help service owners understand when, why, and how to strategically retire a service offering as smoothly as possible.
If your organization is like many of ours, you're great at introducing new products but not always so good at shutting them down. This is designed to help you gather info and make the decision about whether you can retire a service offering.
Slides
Toolkit
http://bit.ly/retireservicetoolkit
Presented by Chas Grundy – Product Manager, University of Notre Dame
Hosted by Mitch Pautz – IT Service Management Analyst, University of Southern California
May 4: Simplifying Service Response with Standard+Case
Webcast link: https://www.brighttalk.com/webcast/845/255781
Duration: 60 mins
In this webinar, Brian will introduce the Standard+Case approach and discuss benefits for both IT and non-IT service providers.
Description: Service Management best practice describes many different situations that a provider must deal with. Incidents, Problems, Requests, Events, Changes – all with best practice processes of their own, but while these distinct classifications provide clarity of measurements they can also get very confusing for first line resources handling the majority of customer contacts. The Standard+Case approach can complement best practices while leading to a more efficient adoption and understanding by service provider staff.
Brian Newcomb is the Director of Technology, Process, and Data Solutions within the Office of Human Resources at The Ohio State University. His team is responsible for aligning HR information systems and related technology with business processes while delivering the data required to drive business decisions. Brian has worked in technical, leadership, and consultancy positions over the last 20 years and has led numerous IT Service Management initiatives and organizational transformation efforts. Today, Brian uses this experience along with industry certifications in ITIL, CobIT, and LeanIT to promote process improvement, maximize value, and foster a customer centric culture.
Presented by Brian Newcomb, Director – Technology, Process and Data Solutions
The Ohio State University, Office of Human Resources
Hosted by Hosted by Edward Gray, Systems Integration and Support Specialist, University of Mary Washington
Co-hosted by Mitch Pautz – IT Service Management Analyst / Project Manager, CSU Fullerton
April 26: Project and Service Management: A panel discussion on collaborating to improve the design, delivery, and support of IT services
Presentation: 2017-04-26_PM and ITSM panel.pdf
Recording: 2017-04-26_recording.mp4
Panelists
Michelle Johnson, Lead Project Manager, University of Notre Dame
Ed Vize, Service Level Manager, Illinois State University
Hemalatha Manickavinayaham, IT Project Manager Principal, Georgia Institute of Technology
John Williams, Director Service Management Office, Pennsylvania State University
Hillary Rosenfeld, Sr. Service Management Consultant, Boston University
Beverly Guiry, Assistant Vice President of Projects, Communication, and Administration, Boston University
This online panel discussion will be touch on the relationship between project management and service management. We will explore how each function supports each other in the overall strategy, design, transition, and support of IT services The discussion will be on, April 26, 2017 at 4:00 pm ET/1:00 am PT. The event is free and requires no registration. The discussion will be recorded and posted to the ITSM CG wiki within 5 business days. To join the panel discussion, click on the link https://fullerton.zoom.us/j/679318969. If the link does not work, please copy and paste the link in a web browser.
Hosted by
The Educause Project Management and ITSM CGs
Resources
April 12: CIO online panel discussion: The State of Service Management in 2017. Challenges and Successes from a "C" level view
Recording; https://educause.acms.com/p78jar5r43g/
Join us online for a frank and candid discussion from top-level IT executives as they share their views on the state of service management in Higher Education in 2017. Gain valuable insight as they discuss their biggest service management challenges and successes. Find out what they consider to be the most important service management issues to their IT organizations and ultimately to their institutions.
Panelists
Fred Miller, Chief Information Office and Associate Vice President for Information Services, Wofford College
Nathan Phillips, Chief Information Officer, Marylhurst University
Carol K Gonzales, Associate Vice President, IT Services, California State Polytechnic University Pomona
Tracy Schroeder, Vice President of Information Systems & Technology, Boston University
Event: CIO online panel discussion: The State of Service Management in 2017. Challenges and successes from a “C” level view.
Join the panelists, Fred Miller, Nathan Phillips, Carol Gonzales and Tracy Schroeder, as they share their attitudes, perceptions and beliefs about service management and its relevance within the IT organization.
March 29: Product and Service Ownership: The Differences, Similarities and Everything In Between
Chat log: 2017-03-29_chat_log.txt
Recording: 2017-03-29_recording.mp4
Are you a service owner or a product manager? Do you wonder how your colleagues at other institutions are structured to manage the services they deliver and support? Are you unclear about the difference between a product and a service? If so, then you won’t want to miss this upcoming online panel discussion hosted by the ITSM and Product Management CGs.
Panelists
Bob Flynn, Manager of Cloud Technology Support, Indiana University
Ricardo Chavira, Senior Solutions Consultant with Aptris (formerly at Yale University)
MaryBeth Stuenkel, IT Program Manager, University of Michigan - Ann Arbor
Chas Grundy, Manager, Product Services, University of Notre Dame
This panel discussion will be a conversation online with product managers and service owners as they share their experiences and discuss the similarities and differences between the roles of product manager and service owner. The panelists will touch on the differences between a product and a service and how their organization is structured to manage the delivery and support of services
February 22: "Building a service catalog"
Hear how CSU Chico State build out their service catalog in their service management tool (TeamDynamix). Lean how by leveraging best practices and working collaboratively with their campus they were able to create an engaging and dynamic "Amazon like" shopping experience.
Recording: 2017-02-22 recording.mp4
February 16: "IT's Academic!: Common Practice in Multi-Disciplinary Communities"
Event recording: http://prezi.com/ajouhmqh3ahw/?utm_campaign=share&utm_medium=copy&rc=ex0share
Recording: 2017-02-16 recording.mp4
The February event will be a case study on the University of Cincinnati’s journey towards service excellence. The discussion will be Thursday, February 16, 2017 at 3:00 pm ET/12:00 am PT. The event is free and requires no registration. The discussion will be recorded and posted to the ITSM CG wiki within 5 business days. To join the discussion, click on the link https://fullerton.zoom.us/j/970117127 . If the link does not work, please copy and paste the link in a web browser.
About the event:
Ever wonder how 44,000 students, 22,000 employees, and more than 200,000 devices jump on a network simultaneously without it exploding? In this case study-based session, Erma Fritsche and Kent Norton will share the University of Cincinnati’s experience. Here’s a hint, it all starts with IT governance, leadership, and an engaged service management program.
2016
December 8: "Utilizing KCS and KM, a panel discussion"
Chat log: 2016-12-08 meeting_saved_chat.txt
Recording: 2016-12-08 recording.mp4
About the event:
“FIRE! FIRE! FIRE! We have to put out the fire! There isn’t any time to do anything else!” Most organizations operate reactively and focus solely on Incident Management. Knowledge Management would help with those fires and is put on our wish lists, but we never get to it. So, why isn’t KM given priority? Why aren’t we looking at ways to put out the fire instantly, or even better, preventing those fires?
In this panel discussion, we will look at how you can utilize best practices of Knowledge Centered Support (KCS) from multiple universities to aid your organization in putting out fires quickly and efficiently. Further, we will look at how you can start to prevent these fires from happening. We will also look at how you can enable your students, faculty, and staff to find the information they need when they need it. Focusing your attention on actual problems will alleviate the need for constantly putting out fires. KCS can be your fire extinguisher.
The Knowledge-Centered Support Difference, and Its Impact at University of Phoenix
https://www.brighttalk.com/webcast/845/164867
The Knowledge-Centered Support Difference: a Discussion
https://www.brighttalk.com/webcast/845/174015
November 18: "CO change management process"
Recording: 2016-11-18 recording.mp4
November 16: "Using Kaizen and Lean principles in service management"
Recording: 2016-11-16 recording.mp4
Slides: Webinar_2016_10_20.pdf
Many organizations struggle with how to define their IT Services so that they are easily understood and embraced by their customers. Engaging the customers to create these definitions is often recommended but how to actually do that can be challenging. At the Rochester Institute of Technology, the ITS organization leveraged Lean thinking and Kaizen to collaboratively define these categories with their customers within a matter of days. In this Webinar Sarah will provide an introduction to the thinking and share the approach used to achieve their results.
Sarah Topham has a BA in Business Management from Franklin & Marshall College and Lean Six Sigma Green Belt and Black Belt certifications from the Center for Quality and Applied Statistics at RIT. She has spent over 14 years in the service industry serving as a Business and Process Analyst in Information Technology.
She joined the RIT Information Technology Services department in 2012 and has facilitated the implementation of the ITS Change Management Process, the foundation for the ITS Work Request Processes and other improvement efforts for ITS and RIT.
She serves Lean coach for ITS, is a mentor for Lean Six Sigma candidates and is a contributor to the book Run Grow Transform: Integrating Business and Lean IT written by Steve Bell.
October 20: "Ask the Guru" on IT Financial Management. A small group discussion.
Recording: 2016-10-20 recording.mp4
Slides: Webinar_2016_10_20.pdf
Dean who is the founder of NDMA, Inc, the creator of FullCost® and author of the book “Internal Market Economics” has agreed to lead a small group discussion for institutions interested in understanding and managing the costs of IT services.
Dean approaches IT financial management from an interesting perspective. Viewing IT as a business within a business (he is one of the original proponents of the concept) is not a matter of cost accounting. Rather, IT must explain the costs of its products and services in a budget for what it proposes to “sell” (not just what it proposes to spend), and then empower clients’ (academic and administrative) to choose what they “buy” from IT (without necessarily charging back) within the bounds of available resources.
Learn how Georgia State University’s IT department utilized Dean’s unique approach to understand and justify the costs of their IT services. The video http://ndma.com/resources/video/gsushort.htm and case study http://ndma.com/resources/docs/Case_Study_GSU.pdf both show the process that the Georgia State University IT department followed to justify the cost of services to the campus.
If your organization is considering pursuing IT financial management, please join Dean for this event.
Dean’s book, “Internal Market Economics”, is available at: https://www.amazon.com/Internal-Market-Economics-resource-governance-principles/dp/1892606313.
For more information about Dean’s company, NDMA, Inc, please go to the website http://ndma.com/ and to understand his approach, view his webinars at: http://files.soundview.com.s3.amazonaws.com/video/meyer.mp4.
September 30: "Building a CI relationship in the CMDB"
Recording: 2016-08-30 recording.mp4
August 11: “Using FAQs to Help Users Help Themselves” Presentation
Slides: 2016-08-11 SIGUCCS_15_Using_FAQs.pdf
Chat log: 2016-08-11 meeting_saved_chat.txt
Recording: 2016-08-11 recording.mp4
This event is a 20 – 30 minute presentation by John Fritz and Andrea Mocko of the University of Maryland, Baltimore County that will be followed by ample time for Q&A and discussion. The event will be recorded and made available on the ITSM CG wiki.
A brief description of the presentation comes from the SIGUCCS 2015 conference presentation where John and Andrea presented this : ‘Four years ago, UMBC’s “tier 1” Technology Support Center (formerly Help Desk) moved from the obscure basement of our main Division of Information Technology (DoIT) building to the bright, open first floor of our new Information Commons in the Library. Since then, the TSC has virtually reinvented itself by also focusing on helping users help themselves. We completely revamped our campus knowledgebase that has grown from 3k annual page views to more than 400k. As a result, support phone calls have been reduced 30% and ticket volume has decreased 3% (since FY10) or remained flat while all other campus support requests have skyrocketed through widespread adoption of our RT (Request Tracker) ticketing system.’
John and Andrea have given this presentation at the SIGUCCS 2015 conference, November 10, 2015. They have also produced a related ACM Digital Library Conference Proceedings article and in April, gave a webinar to SIGUCCS. Please check out the following links for the presentation, article and webinar.
November 10: SIGUCCS Conference Presentation
Related ACM Digital Library Conference Proceedings Article http://dx.doi.org/10.1145/2815546.2815560
June 14: ITSM Tools, a Panel Presentation
Slides: 2016-06-14 ITSM-Panel-060416_test.pdf
Chat log: 2016-06-14 meeting_saved_chat.txt
Recording: 2016-06-14 recording.mp4
Mark your calendars for June 14, 2016 to join the ITSM CG for the online event, ITSM Tools, A Panel Presentation. The event will start at 1:00 pm Pacific/4:00pm Eastern.
This panel presentation will highlight four ITSM tools, TeamDyanmix, FootPrints, Cherwell and ServiceNow. The format will be similar to the “Pardon the Interruption” television show.
The panelists who will be sharing information are:
· TeamDynamix: Richard Musal, Associate Dir. of Client Services & Operations, Manhattan College
· FootPrints: Julianne Journitz, Director of Client Services, Pomona College
· Cherwell: Carla Brickelbaw, Director, Client Services, Illinois State University
· ServiceNow: Bob Gribben, Director of Service Operations, The Ohio State University
During this fast paced presentation each panelist will impart information on a common set of themes including choices and decisions made in the acquisition and implementation of the ITSM tool.
These themes include:
· Overview/history that led to the search for an ITSM tool
· Requirements for the tool and deciding factors in the selection of the tool
· Implementation strategy and adoption of the tool
· Current use of the tool
· Reporting from the tool and how are those reports being used
· Additional features being used
· Benefits that have been experienced by using an ITSM tool
A slide deck will be available for viewing during the presentation.
April 8: SIGUCCS Webinar
February 11: Service catalog small group discussion
Recording: https://drive.google.com/file/d/0B9Vq28NK--QvdlpxTTZISy1USDA/view?invite=CKuk-ZwO
2015
September 3: Global Best Practice: What's next? (Phil Hearsum, AXELOS)
Recording: https://educause.acms.com/p141zqgqqpd/
September 3: ITIL in Academia (Philip Hearsum, AXELOS, ITSM Portfolio Manager)
A brief look at the new initiatives that AXELOS are introducing in 2015/2016 including Career Paths, Continual Professional Development, The new Cyber resilience guidance, RESILIA, PRINCE2 Agile and the new ITIL practitioner exams due soon. I will talk about the way AXELOS plans to keep their guidance relevant based on “additive evolution” as opposed to large big bang updates to the guidance. I will discuss this in terms of the AXELOS Onion a concept that illustrates this process. As my main role is based in ITIL I will focus on that.
The second half of the presentation will be about the AXELOS Academia initiative we have just started to promote the teaching of Best Practice to students in an academic arena. Looking at awareness training in business degrees and certification where relevant. We hope to build a community of interested stakeholders from higher education, comprising of practitioners, academics, students and others who have something to share. We hope to encourage case studies, white papers and blogs as well as academic research that will take best practice forward.
July 2: IT assessments (Rita Barrantes)
This was a discussion about IT assessment, and particularly about how the U of Houston central IT organization performs assessments of departmental IT.
March 4: Small-scale ITIL (John Borwick, Virginia Tech)
Recording: http://educause.acms.com/p8mil1umwfn/
Slides: 2015-03-04-Small-scale ITIL implementation.pdf
February 4: Service-based Financial Management (Rita Barrantes & Bill Spindler, U of Houston)
Recording: http://educause.acms.com/p16w2u2sary/
Slides: 2015-02-04-Service-Based-Financial-Mgmt-UHouston.pdf
Chat transcript: 2015-02-04-ITIL-Webinar-Chat-Transcript.pdf
2014
November 12: A New Model for Sustainable Service Management (David Mainville, Navvia)
Recording: http://educause.acms.com/p15tsmpi6ot/
Slides: 2014-11-12-NewModelForSustainableServiceManagement-Navvia.pdf
Sample process rollout project plan: 2014-11-12-SampleProcessDesignProject-Navvia.pdf
October 01: Our ITIL Journey: Moving a Decentralized IT Organization to a Common Incident Management Process and Common ITSM Tool
Link to presentation: https://events.educause.edu/annual-conference/2014/proceedings/our-itil-journey-moving-a-decentralized-it-organization-to-a-common-incident-management-process-and-common-itsm-tool
September 24: Deploying ITIL Using the ITIL Lifecycle (Jeffrey Toaddy, Miami University)
Recording: http://educause.acms.com/p4tc3nwsgcb/
Slides: 2014-09-24-Deploying ITIL at Miami University - ITSM Educause.pdf
Chat transcript: 2014-09-24-ITIL-Webinar-Chat-Transcript.pdf
Other handouts: 2014-09-24-Service Strategy Package (Service Catalog) v1.0 20140519.pdf, 2014-09-24-Design Package (Request Fulfillment) v1.1 20140624.pdf, 2014-09-24-DesignPackageAgreementChecklist.pdf, 2014-09-24-Foundations Training.pdf
July 2: Selecting and Implementing an ITSM Tool (Karen Van Dusen, Carnegie Mellon University)
Recording: http://educause.acms.com/p7igli4kveu/
[Apologies for not recording the first part of this webinar! Fortunately, Karen's slides are very informative.]
Slides: 2014-07-02-ITSM-tool-approach-CMU.pptx
Chat transcript: 2014-07-02-ITIL-Webinar-Chat-Transcript.pdf
May 7: Streamline Service Delivery with Enterprise Request Management (Brian Shealey, Kinetic Data)
Recording: http://educause.acms.com/p8tyk8lqskg/
Slides: 2014-05-07-Streamlining Higher Ed Service Delivery-KineticData.pdf
Chat transcript: 2014-05-07-ITIL-Webinar-Chat-Transcript.pdf
ERM resources: 2014-05-07-ERM-Resources.pdf
March 4: Connect ITSM to IT Governance (John Borwick, HEIT Mgmt)
Recording: http://educause.acms.com/p656tr2o5fo/
Slides: 2014-03-05-ITIL and IT Governance DV3_0.pdf
January 8: ITIL Beyond Central IT: What About ITIL for Shared Services? (Rita Barrantes, U of Houston)
Recording: http://educause.acms.com/p1ixy3yj3d7/
2013
December 4: How to do an IT Service Management Process Maturity Assessment (David Strite, University of Virginia)
Recording: http://educause.acms.com/p2k5ufno1i9/
Slides: http://net.educause.edu/ir/library/pdf/ITSMWebinarslidesdec42013.pdf
Sample Assessment (UVa): http://net.educause.edu/ir/library/pdf/1204ITSITSMMatAssessment.pdf
Chat Transcript: http://net.educause.edu/ir/library/pdf/20131204ITILwebinachat.pdf
October 2: Projects and Services as Yin and Yang: ITSM and PPM Convergence (Andrew Graf, TeamDynamix)
Recording: http://educause.acms.com/p4hmzkn34w6/
Slides: 2013-10-02-Convergence of PPM and ITSM_0.pdf
Chat transcript: 2013-10-02-ITIL-webinar-chat-transcript.pdf
September 4: Beyond Incidents: Defining and Handling Major and Critical Incidents (Thelma Simons and Nancy Baker, University of Kansas)
Recording: http://educause.acms.com/p55qqc0pjv3/
Slides: 2013-09-04-KU Major and Critical Incidents - Educause ITIL_0.pdf
Chat transcript: 2013-09-04-Chat-transcript_0.pdf
Handout: 2013-09-04-KU Incident Management Roles_0.pdf
August 7: ITIL Demand Management: Why August is a Bad Time for Higher Ed Presentations (John Borwick, HEIT Management)
Recording: http://educause.acms.com/p2qwavmv959/
Slides: 2013-08-07-ITIL-Demand-Management.pdf
Chat transcript: 2013-08-07-Chat-transcript.pdf
July 10: ITSM In The Future: Cloud, Mobile, and Big Data (Elizabeth Barclay, IIL)
Recording: http://educause.acms.com/p9j4l36edex/
Chat transcript: 2013-07-10-Chat-transcript.pdf
June 12: Everything You Wanted to Know About Your Service: Building a Service Handbook (Thelma Simons, University of Kansas)
(recording not available)
Slides: 2013-06-12 Service Handbook - KU Educause ITIL CG.pdf
Chat transcript: 2013-06-12 Service_Handbook_Chat_transcript_20130614.pdf
Handout: 2013-06-12 Service+Handbook+Template+UnivOfKansas.doc
May 1: Building a Service Catalog (Butch Juelg, Lone Star College System)
Recording: http://educause.acms.com/p3m39hdx5zj/
Slides: 2013-05-01 Service Catalog Final.pdf
Handouts: 2013-05-01 LoneStar-Service Catalog .xls, 2013-05-01 LoneStar-Detailed Services.xls
March 6: Integrating Project Management & Service Management (Anthony Orr, BMC)
Recording: http://educause.adobeconnect.com/p9ab50rgij2/
Chat transcript: 2013-03-06 Chat Transcript ITIL Webinar.pdf