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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.

Session 102: Incident, Problem, and Change, Oh My!: Our Yellow Brick Road of Process

Vicki Rogers  (Senior Change Manager, Georgia Institute of Technology)

Location: Grand Ballroom 121

Date: Wednesday, May 18

Time: 10:15 am - 11:15 am

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Modernizing Service Management

Session Type: Case Study

Vault Recording: TBD

Audience Level: All

This session is a case study about Georgia Tech's journey down the yellow brick road journey of process. Vicki Rogers will share how they adopted incident, problem, and change management in an effort to reach the Oz of continuous improvement and operational excellence. Ease on down the road with Vicki and learn how an IT organization in higher education went from virtually no formal process to best practices that enabled them to connect to the university's strategic plan and provide excellent service.


Attendees will learn about:

  • How to get started with incident, problem, and change when they aren't formal processes in your organization
  • What the team did well in adopting these processes
  • What they learned about process improvement and operational excellence
  • Where they are now and where they're going