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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 503: Chasing Zero: How WCU Optimized ITSM to Maximize Team Performance

Michael Thomas  (Assistant Director, Ed Tech and User Services, West Chester University)

Paul Gargiulo  (Director, Ed Tech and User Services, West Chester University)

JT Singh  (Senior Associate Vice President/CIO, West Chester University)

Location: Room 104

Date: Wednesday, May 1

Time: 11:30 am - 12:30 pm

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 : Achieving Service Excellence, Modernizing Service Management

Session Type: Case Study

Vault Recording: TBD

Audience Level: All

In this session, Michael Thoms, Paul Gargiulo, and JT Singh will share insights and lessons learned from West Chester University's transformation from multiple help desks in a chaotic state to a single, managed, user-centric, and forward-thinking service desk. They'll provide a direct overview of WCU's implementation of its service management solution and discuss the key strategies that improved self-service and drove down MTTR. They'll also address how they used the IT Service Assurance Maturity Model for self-assessment and goal-setting, leveraged a shift-left strategy to maximize their teams, and utilized data analytics to identify performance gaps. Attendees will learn how they can replicate those successes using streamline business workflows, improved end-user experiences, and reliable reporting to make impactful, data-driven business decisions.


Why knowing where your organization is on the Service Assurance Maturity Model is important
How meaningful data points and reporting dashboards clearly identify opportunities for change
Why and how the SHIFT strategy works
Ways to simplify the user experience
Ways to empower Tier 1 staff to handle more complex issues