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

Marie DiRuzza (Director, ITSM, Worcester Polytechnic Institute)

Chris Chagnon (ITSM Applications and Web Developer, Worcester Polytechnic Institute)

Location: ChampionsGate

Date: Monday, October 15

Time: 9:00am - 3:45pm

Pass Type: Conference and Expo Package, Pre-Conference Training - Get your pass now!

Track: Day 1 Workshops

Format: Full Day (6 hour) Pre-Conference Workshop

Vault Recording: TBD

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!

• 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