Service Management World

Session 204: Making an Award-Winning Portal the WPI Way

Wednesday, November 18 at 11:30 AM

In 2019, Worcester Polytechnic Institute (WPI) received the award for Best Use of Technology for their self-service portal. In this session, Chris Changon and Ryan LaMarche will provide a case study of how the WPI portal was, and continues, to be developed, as well as mistakes made and lessons learned along the way. They'll share tips and tricks for developing and extending your own self-service portals and online service catalogs to improve and evolve your customer and employee experience to meet the needs of an ever-changing landscape.

Chris Chagnon

ITSM Architect

Worcester Polytechnic Institute (WPI)

Chris Chagnon is an ITSM application and web developer who designs, develops, and maintains award-winning experiences for managing and carrying out the ITSM process. Chris is currently a PhD candidate studying information systems with a focus on user and service experience. As one of HDI's Top 25 Thought Leaders, Chris speaks nationally about the future of ITSM, practical applications of artificial intelligence and machine learning, gamification, continual service improvement, and customer service/experience. <br>

Ryan LaMarche

UX Developer

Worcester Polytechnic Institute

Ryan LaMarche is a digital transformation and design thinking expert who brings ideas to life with a focus on user experience, and smart system design. When Ryan isn't building systems, he spends his time as a dual-enrolled BS/MS student at Worcester Polytechnic Institute studying computer science and innovation with UX. Ryan is also a founding member and CTO of Seldom Technologies, where he works with companies to develop systems, applications, and websites and consults on process improvement in the ITSM space.