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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 602: Drafting a Roadmap to Universal Service Management

Wade Javorsky  (Director of IT Operations, Butler University)

Julie Hoffmann  (Assistant Director, IT Help Desk, Butler University)

Location: Room 105

Date: Wednesday, May 1

Time: 4:15 pm - 5:15 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

For eight years and counting, Butler University has been on a journey toward universal service management. What's universal service management, you say? It's the cooperative unification of service management between all service-oriented divisions within the university (including IT, facilities management, the registrar, human resources, the bursar, academic technologies, and others). Expanding ITSM principles beyond IT in this way can bring about transformational change; it has at Butler University, and it can for your organization or institution. In this session, Wade Javorsky and Julie Hoffman will share how their team got this program off the ground, how they secured and coordinated executive buy-in, which tools/tech they used to achieve their goals, how they onboarded new departments, which roadblocks and obstacles they encountered, and how they've mapped out the expansion of the program in the future.


In this session, you will learn:
- What is Universal Service Management, and how expanding ITSM principles beyond IT can bring about transformational change
- How Universal Service Management impacted service departments at Butler University and how a similar program could positively impact service at your institution
- How Butler University got this project off the ground, and key takeaways from the journey that have contributed to the program's ongoing success
- Obstacles Butler encountered during the rollout of this program, and how those obstacles were overcome