Session 206: All Aboard the Service Management Bus: TheEducation of Gwinnett County Public Schools (Case Study)

Tuesday, October 16 at 11:15 AM

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Gwinnett County Public Schools (GCPS) is the largest school district in the state of Georgia and the nation's 13th largest overall. The Information Management & Technology (IMT) division provides technology support for GCPS schools (more than 180,000 students and their parents) and 23,000 staff members. This case study will review how IMT is improving the services provided to GCPS staff, students, and parents by implementing various service management frameworks and best practices, focusing specifically on how organizational change was affected with the implementation of ITIL.

The culture at GCPS was fairly entrenched. Things had been done a certain way for a very long time, and some staff were hesitant to embrace the necessary changes. This case study will explain how education, patience, and persuasion were used to highlight the benefits of best practices and convince reluctant staff to get on the bus.

Theresa Moore

Customer Service & Support Manager

Theresa Moore has worked in Information Technology and Customer Service for 30+ years. She holds a MBA from Pepperdine University, along with PMP and ITIL Foundations certifications. In her role as Customer Service & Support Manager for the Gwinnett County Public Schools Information Management & Technology Division, she is responsible for IT Service Management process implementation including Incident, Problem and Change Management. She has accepted the challenge of driving the bus to affect the organizational change required within the Division to make Service Management work.

Sandra Choates

Technology Support Specialist

Sandra Choates has worked in Information Technology for 30+ years and is ITIL Foundations certified. In her role as Technology Support Specialist for the Gwinnett County Public Schools Information Management & Technology Division, she has provided assistance with various aspects of IT Service Management including ITIL process implementation (Incident, Problem and Change Management), project management, data metric aggregation, analysis and reporting, along with process and people management. She has helped encourage the various departments within the Division to board the bus and embrace the cultural changes required to ensure success across the Enterprise.