Pre-9: One-day Workshop: At Your Service! Defining Customer-Focused IT Services


Monday, November 11 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!

Marie DiRuzza

Director, Campus Technology & Media Services
Mount Holyoke College

Marie DiRuzza is a nationally recognized leader in the service and support industry with more than 20 years of progressive IT leadership experience, driving the adoption of ITSM best practices. Marie has served in various volunteer roles, including as an HDI local chapter and national officer, a Cherwell Education SIG chairperson, and an EDUCAUSE Service Catalog Working Group member. She holds a BA in mathematics and professional certifications in project management (WPI CPE), ITIL Foundations v3, HDI Help Desk Manager, and CCL LDP. She was the 2016 recipient of the HDI Manager of the Year Award, and her team received the Best Portal Design Award at the Cherwell Global Conference 2017 and was a finalist for the Best Use of Technology Award at the HDI 2019 Conference & Expo.

Chris Chagnon

IT Service Management Architect
Worcester Polytechnic Institute

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 has a Master 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. Follow Chris on Twitter @Chagn0n.