ITSM in Higher Education Annual FacetoFace Meeting of

ITSM in Higher Education Annual Face-to-Face Meeting of the ITSM Community Group PRESENTED BY: Mitch Pautz • Todd Jensen

ITSM in Higher Education Annual Face-to-Face Meeting of the ITSM Community Group PRESENTED BY: Mitch Pautz • Todd Jensen

1. 2. 3. 4. Agenda Year in review Plans for 2019 What’s new in ITIL Open Spaces

Meet the ITSM CG steering committee Chas Grundy, Manager, Product Services, University of Notre Dame (chasgrundy@nd. edu) Taj Wolff, Director, IT Service Management and Operations at Vanderbilt University (taj. wolff@vanderbilt. edu) Scott Nemes, Director, Service Management at San Francisco State University (scottnemes@sfsu. edu) Kara Frase, ITSM Implementation Coordinator, UNC Wilmington (frasek@uncw. edu) Beth Rugg, Assistant Vice Chancellor for Client Engagement, UNC Charlotte (beth. rugg@uncc. edu) Ann Gerwitz, Director, IT Service Management, University of Delaware (agerwitz@udel. edu) Michael Cyr, Director of Architecture and Service Management at the University of Maine System (mcyr@maine. edu) Mojgan Amini, Director, Process Management & Continuous Improvement, IT Services, UC San Diego (mojgan@ucsd. edu) Deborah Mc. Daniel, Associate Director, IT Service Management, Rutgers University (dm 1315@oit. rutgers. edu)

CG activity over the last year Peer lead webinars, book clubs and panels CG leader’s mentoring program pilot Participation in a number of ECAR WG ITIL 4 update

Past events 2018 October 17: Process Palooza: UC San Diego LEANing Towards Success September 18: Small Change is Big Change July 26: OSU Request Fulfillment: A key point of interaction between customers and IT July 26: Online Book Club - ITIL Practitioner Guidance May 15: The Business Relationship Management Journey: the tale of two Universities April 18: Communicating IT service changes - It's not just about the technology. Communication matters! April 11: Online Book Club - Plus! The Standard+Case Approach March 28: A Meeting of the Minds: Product Management and IT Service Management

Upcoming events 2018 December (early): Online Book Club - High Velocity ITSM November 7: Incident categorization panel discussion

Upcoming Plans IT 4 IT ITIL 4/Axelos partnership Co-lead panels and presentation CG leader’s mentoring program Topics outside of ITSM (Dev. Ops, Agile, OCM) ECAR participation (EGI and Service Catalog) Brain trusts (ITSM adoption) Expansion of open houses

ITSM Community Group resources ECAR (Educause Center for Analysis and Research) ● ECAR: Demonstrating Value Through IT Service Management in Higher Education ● ECAR: IT Change Management: A Practical Approach for Higher Education ● ECAR: IT Service Delivery in Higher Education: Current Methods and Future Directions ● ECAR: IT Service Ownership in Higher Education: Definitions, Applications, and Benefits ● ECAR: The Higher Education IT Service Catalog Core Data Service

Guest Speaker – Phil Hearsum ITSM Portfolio Manager (Axelos) Worked in Buying Solutions as a Service delivery manager involved with supplier management within the Government security arena. In 2010 he moved to the Office of Government Commerce (which has now become part of the Cabinet Office as part of government reforms). In 2013 AXELOS was born as a partnership between the Cabinet Office and Capita and he moved across into the role that he has today. Key responsibility is looking at academia within the Best Management Practice portfolio. Member of the UK working group for ISO 20000. Project Quality Assurance role during the ITIL 2012 update. Current member of the ITIL 4 LAT (Lead Architect Team) Phil hold numerous ITIL and security certifications Phil lives in Norwich Norfolk with his wife and adult children

Open Spaces Open Space Seeds “Future of ITIL and impact to IT” “IT governance and ITSM” “Is it time for ITIL in academia” What’s on your mind…?

5 Minute Warning: Wrap up • • Thank you for participating in today’s session. Write your name and email on the topic sheet(s) for which you wish to continue the dialogue started here today. * if you are willing to help facilitate Contact us if you want to be involved in our Steering Team or want help facilitating a dialogue of your own (mpautz@usc. edu) or (todd. jensen@nebraska. edu) Visit https: //goo. gl/N 2 yind to join the ITSM CG Mitch Pautz mpautz@usc. edu, Chair Todd Jenson todd. Jensen@Nebraska. edu, Co-Chair

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