Pre-7: At Your Service! Defining Customer-Focused IT Services (3-day Pass)


Monday, October 15 at 9:00 AM

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Services are at the core of any service management program. A strong core empowers and enables a high level of performance, while a weak core can limit performance. Many IT organizations struggle to identify their services, weakening their core. This fun, interactive, and collaborative workshop will empower participants to strengthen their cores, positioning them for improved performance. (No sit-ups required!)

Participants will learn service definition best practices, review examples, identify potential pitfalls, and practice what they've learned, and they will leave empowered with the tools needed to define robust, durable, business-aligned, and customer-focused IT services. Whether your organization is just getting started or looking to overhaul an existing service catalog or portfolio, this workshop is for you!

Takeaways
• Identify common challenges to defining IT services
• Understand best practices (do's and don'ts) for defining IT services
• Key elements of ECAR's "The Higher Education IT Service Catalog" with examples.
• Use of an IT Service Definition Worksheet and "Service Game" game cards

Marie DiRuzza

Director, ITSM
Worcester Polytechnic Institute

Marie DiRuzza is director of IT service and support at Worcester Polytechnic Institute, where she is responsible for ITSM program management. Marie has been a leader in the IT support industry for more than thirteen years, serving as president of the New England local chapter and chairing user groups. She is a certified HDI Help Desk Manager with additional certification in ITIL v3, and she was the recipient of the 2016 HDI Manager of the Year Award.

Chris Chagnon

ITSM Applications and Web Developer
Worcester Polytechnic Institute

Chris Chagnon is an ITSM Application and Web developer at Worcester Polytechnic Institute (WPI) where he designs, develops, and maintains award winning experiences for managing and carrying out the ITSM Process. Chris has a Master's of Science in Information Technology, and a Bachelor's degree in Visual Communications. In addition, Chris is 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.