Wade Javorsky (Director of IT Operations, Butler University)
Julie Hoffmann (Assistant Director, IT Help Desk, Butler University)
Date: Wednesday, May 1
Time: 4:15 pm - 5:15 pm
2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass -
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Achieving Service Excellence, Modernizing Service Management
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