Paul Honsey (Senior Manager, OIT User Support, University of Minnesota)
Phoebe Johnson (Senior Director, OIT User Support, University of Minnesota)
Kathy Breitenbach (Service Owner, User Experience Support, University of Minnesota)
Larry Storey (Product Manager, University of Minnesota)
Location: Grand Ballroom 113
Date: Wednesday, May 18
Time: 10:15 am - 11:15 am
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Pursuing Service Excellence, Optimizing the Support Organization
Vault Recording: TBD
Audience Level: All
The University of Minnesota is one of the top public research universities in the world, spanning five campuses across the state of Minnesota. Our vision for IT at the university is to be a distributed but highly integrated management function. Sounds simple right? Hardly! Truly integrated management of IT across campuses and a vast network of colleges and departments requires strong core values and an unrelenting culture of commitment.
Last year, HDI recognized the University of Minnesota with an unprecedented three awards, for Best Use of Technology, Best Technology Initiative, and Best Organizational Culture. On the surface, these awards recognized three separate major initiatives: a seamless ITSM tool migration during the pandemic, the launch of a university-wide IT service portfolio, and the establishment of a set of core values for our User Support team.
But HDI didn’t give the University of Minnesota three awards because we completed some big projects. Our story is about a strong vision that underpinned this work: galvanizing a large, distributed IT community to set aside individual goals in service of something bigger than ourselves. We succeed in our work by building on our fundamental belief that technologists and IT support professionals at the University of Minnesota come to work each day wanting to do the right thing for the community, to align to core and common values, and to use technology to make the university and the world better.
In this session, attendees will learn:
- How the University of Minnesota toppled organizational silos to build a system-wide IT service portfolio to promote transparency, efficiency, and aligned IT decisions
- How IT service teams across the University of Minnesota adhered to common guiding principles to adopt a new ITSM platform to give a cohesive experience for customers
- How the central IT support organization established a set of core values that guide our work supporting our diverse community