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

Marie DiRuzza (Director, Campus Technology & Media Services, Mount Holyoke College)

Chris Chagnon (IT Service Management Architect , Worcester Polytechnic Institute)

Date: Monday, November 11

Time: 9:00am - 3:45pm

Pass Type: Pre-Conference Workshop

Track: One Day Pre-Conference Training, Service Optimization

Vault Recording: TBD

Audience Level: Fundamental

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!