Dixie Lawson – Western Carolina, Sue Grider - Western Carolina (09.Nov.2010 at 15:15)
Talk at UNC CAUSE 2010 (English - US)
In this presentation we will discuss the process of adopting the Information Technology Infrastructure Library (ITIL) and Information Technology Services Management (ITSM) best practices and how they can be effective tools for managing IT resource. Specifically we will explain the process that Western Carolina University has taken to achieve these best practices. The products of these tools include a public list of services or a service catalog, a standing problem management committee to develop preventative strategies, and an infrastructure to provide processes for accurate and continual feedback. In short, the systems work together to anticipate potential problems and to minimize their effect on institutional productivity. In addition, the presentation will include an overview of an IT staff training program designed to train all IT staff in the ITIL and ITSM processes and how they can be used to effectively assist customers. The data that results from these practices can also assist IT management in making decisions regarding trends, infrastructure, support, and staffing. Participants will leave this session with an understanding of the process of adopting the ITIL and ITSM best practices as well as some hurdles that may need to be dealt with along the way. Participants will also leave with resources of where to find information about ITIL and ITSM best practices.
Quicklink: https://joind.in/2011
Track(s): Productivity
Slides: Proactive Process Prevention: Define IT Services Through Data
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10.Nov.2010 at 14:39 by Sharon P. Glover
The was the most informative session I attended during the conference. The presenters knew their information because they live it daily. Materials was presented very well. I would suggest a follow up at the next UNC Cause Conference.
11.Nov.2010 at 20:12 by Chris King
I didn't get quite the "nuts and bolts" overview that I was expecting. It was obvious that they'd struggled and succeeded, but it didn't come through.
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10.Nov.2010 at 14:00 by Troy Hurteau
Technically, these ladies did a great job presenting. They did a great job delivering information and engaging the audience. It was really hard to tell from the title and abstract what to expect from the presentation.