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20090617.HigherEdSIG.presentation

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IT Services in Education
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  Pink Elephant –Celebrating 20 Years Of ITIL Experience IT Services in Higher Education Jack Probst Principal Consultant  Pink Elephant  2 itSMF Higher Education SIG  ©Pink Elephant, 2009 All Rights Reserved. ITIL®is a Registered Trade Mark of the Office of Government Commercein the United Kingdom and other countries. Welcome! Thank you for choosing Pink Elephant,The IT Service Management Experts.We’ve been involved with ITIL  ®  since its inception in 1989, and we’re proud to be the world’s #1 service provider of ITIL and ITSM education and consulting.Pink Elephant is celebrating 20 years of ITIL experience.  3 itSMF Higher Education SIG  ©Pink Elephant, 2009 All Rights Reserved. ITIL®is a Registered Trade Mark of the Office of Government Commercein the United Kingdom and other countries. Agenda 1.Key Concepts2.Service Portfolio3.Service Catalog4.Communications5.ITSM as an Academic focus  4 itSMF Higher Education SIG  ©Pink Elephant, 2009 All Rights Reserved. ITIL®is a Registered Trade Mark of the Office of Government Commercein the United Kingdom and other countries. Education Focus Group –ITM ’08 & ‘09Major Areas Of Concern  Governance Issues  Obtaining Senior Management buy-in  Aligning IT to institutional silos  Dealing with formal governance and controls  Driving efficiencies  Service portfolio  Implementing measurements and metrics  ITSM Process Project Issues  Designing and implementing processes  Financial management/service costing  Service Catalogs  Implementing Change , Configuration and Release  Audit requirements for Change  Selecting and implementing a common ITSM tool  Implementation Issues  Dealing with organizational change  Implementing standard practices within the long standing university culture  Communicating the key messages to the user community  Communicating benefits and creating awareness  The challenges and pitfalls of getting started  Priorities and resource (financial, human, time and technical) allocations  NOC  Developing an ITSM curriculum  Aligning infrastructure and development
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