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SupportWorld Live Schedule 2024

HDI's SupportWorld Live provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.

You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly! Click on session titles for full session descriptions. All times noted are in MST.

Session 103: Revolutionizing the Customer Experience: Duquesne University's Journey from ITSM to ESM

Melissa Jackman  (Director, IT Service and Support Management, Duquesne University)

Mark Katsouros  (Senior Director, Engineering and Operations, Duquesne University)

Beth Barela  (Sr. IT Consultant, WWC, Ltd.)

Date: Tuesday, April 30

Time: 10:15 am - 11:15 am

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

Track : Modernizing Service Management, Evolving the Customer and Employee Experience

Session Type: Case Study

Vault Recording: TBD

Audience Level: All

In this session, Melissa Jackman, Mark Katsouros, and Beth Barela will share Duquesne University's journey toward implementing a comprehensive enterprise service management solution and a universal service catalog that serves the entire university community. They'll share the approach they took to people, process, and technology and explain how taking this approach led to successful campus-wide deployment. Through thoughtful design, procurement, implementation, and promotion, resolution time has decreased, departmental silos have come down, customer satisfaction has increased, and more departments and stakeholders have come onboard. Attend this session to learn how your organization or institution can achieve the same success with ESM.


Learn the benefits of the People, Process, and Tool formula
Learn our process for success ITSM tool selection
Strategies for building cross campus partnerships to understand the value of ESM for the customer
Learn strategies for building a Services Catalog that works for your customers