2025 Schedule
Session 601: Beyond Break/Fix: How We're Redesigning Tech Support to Serve the Whole User Environment
Tim Whitley (Director Technology Support, Oklahoma State University)
Date: Thursday, November 20
Time: 4:00 pm - 5:00 pm
Pass Type: Core Pass, Premier Pass, Premium Learning Pass - Get your pass now!
Track: Modernizing Service Management, Driving Strategic Decision-Making
Session Type: Session
Vault Recording: TBD
Audience Level: All
Most IT support teams fix what's broken. But what if your team owned the entire user environment—from onboarding to automation to proactive support? In this session, we'll walk through how Oklahoma State University is reshaping its Technology Support team to go beyond break/fix to ensure that technology works for our stakeholders.
We'll explore the cultural, structural, and operational shifts that enabled us to reframe our role—from isolated responders to trusted partners in digital experience. You'll leave with practical strategies to rethink your support model, build user trust, and create a structure enabling proactive, system-wide value.
Takeaway
-Learn how applying ITIL concepts like service ownership elevate your support team from a break/fix model to a proactive, outcome-driven function.
-Get a clear framework for reorganizing responsibilities, aligning roles to user experience outcomes, and driving long-term accountability without requiring major budget increases.
-Explore the real-world challenges and wins of implementing service management principles in a complex, decentralized organization—and how we adapted the theory to fit reality.