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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Pre-9: At Your Service!: Defining Customer-Focused Services

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

Christopher Chagnon  (ITSM Architect, Worcester Polytechnic Institute)

Location: Grand Ballroom 111

Date: Tuesday, May 17

Time: 8:30 am - 3:30 pm

Pass Type: Premium Conference Pass - Get your pass now!

Track : Modernizing Service Management

Session Type: Workshop

Vault Recording: TBD

Audience Level: Fundamental

Services are at the core of any ITSM program; a strong core empowers and enables a high level of performance, while a weak core can limit performance. This fun, interactive, and collaborative workshop will empower participants to strengthen their "Service Core," positioning their organizations for improved ITSM program performance.

You'll learn service definition best practices, review examples, identify potential pitfalls, and practice what they've learned. You'll also learn about critical considerations for delivering an online service catalog and service delivery experience.

You'll leave this workshop empowered with the tools needed to define robust, accessible, 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!


Attendees will learn how to:

  • Define durable, customer-focused IT (or ESM) services.
  • Use the The Higher Education IT Service Catalog publication to accelerate their service catalog efforts
  • Optimize online content delivery, including web accessibility, responsive design, universal design, and user experience