Alyse Hill (Service Delivery Analyst, Jeffco Public Schools)
Anthony Bateson (Service Delivery Process Improvement Supervisor, Jeffco Public Schools)
Erik Carlson (Service Delivery Analyst, Jeffco Public Schools)
David Pietrs (Service Delivery Analyst, Jeffco Public Schools)
Location: Grand Caribbean 4/5
Date: Wednesday, November 20
Time: 11:30 am - 12:30 pm
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Modernizing Service Management, Optimizing Culture and Leadership
Session Type: Case Study
Vault Recording: TBD
Audience Level: Fundamental/Intermediate
The Service Management Industry is vastly different depending on the field it applies to. Although we can all agree a strong foundation and framework are the same across industries, vision and application are tremendously different - especially in a K-12 setting. We are here to share Jeffco Public School's experience building a Service Management team out of thin air and implementing an ESM tool in an organization that does not have a singular point of leadership to provide directives or guidance.
Where do you start?
Gathering requirements without Project Managers - you CAN do it!
Recognizing why CX, UX, and EX can make or break your implementation process
How to break a process - creativity is a must
Configuration - not customization is key!