2025 Schedule
Session 301: Embracing Service Management in Penn State's Operations Center
John Williams (Manager of Operations Center, Pennsylvania State University)
Date: Wednesday, November 19
Time: 3:45 pm - 4:45 pm
Pass Type: Core Pass, Premier Pass, Premium Learning Pass - Get your pass now!
Track: Connecting the Dots: Frameworks and Methodologies, Modernizing Service Management
Session Type: Case Study
Vault Recording: TBD
Audience Level: Intermediate
Penn State's Operation Center operates 24/7/365 monitoring networks, systems and related utilities throughout 24 Campus locations within the state of Pennsylvania. We utilize Incident Management, Change Management, Request Management, Asset Management and Physical Access Management in our daily operations working closely with the Service Desk and the Service Management Office. We coordinated Major Incidents posting alerts ensuring communications among all responsible parties. Integrating the many monitoring systems and processes has allowed us to maintain minimal staffing while still meeting our Service Level Agreements (SLAs). This session will cover the many integrations, processes and procedures that help us achieve a high service level along with the many issues we have overcome and still have to address.
Takeaway
1. Overall service management processes we utilize with the Operations Center.
2. Integration of our monitoring systems with those processes.
3. Issues we have overcome.
4. Issues we are still trying to address.
5. Future plans for optimization.