Pre-conference Training

ACCS is pleased to offer Pre-Conference Training on Tuesday, March 13, 2018.  Pre-conference training sessions are half-day in length, either morning or afternoon. 

ACCSVA Workshop Outlines Building a Service Catalog for Higher Education
 8:00 AM – 12:00 PM 

Workshop Summary

Description: The IT service catalog is in many ways the front door of IT and provides a foundation for an institution’s IT service delivery capabilities. As a formal statement of services available, it is a promise that IT makes to your community. Being able to articulate, develop, and mature your services is key to delivering on that promise. Audience: IT professionals in Higher Ed, including Service Owners, Process Owners, Managers & Directors with operational responsibility for service delivery

Goals & Outcomes

  • Develop an understanding of the unique value of a well-managed service catalog
  • Understand how the service catalog can be used to address common challenges and concerns in Higher Education IT
  • Learn best practices in developing a service catalog for Higher Education
  • Review actual service catalog implementations
  • Come away with foundation for developing or maturing service catalog at one’s own institution

Agenda Overview

Introduction

  • Introduce concepts and framework
  • Challenges and opportunities for Higher Education

Service Catalog Concepts

  • What is a service catalog and why does it matter?
  • How the service catalog fits within the overall framework of service delivery

Service Catalog Best Practices

  • What goes in to a good service catalog (and what doesn’t)
  • Common pitfalls to avoid

Developing & maturing your service catalog

  • How to get started, where to begin
  • Examples of service catalogs – the good, the bad, the ugly
  • How maintain and build towards maturity
  • Governance and the service catalog

Maturing Service Delivery with Service & Process Ownership
 1:00 PM – 5:00 PM 

Workshop Summary

Description: After deploying a new ITSM tool and establishing new processes, it’s easy to fall back to business as usual. But establishing Service Owner and Process Owner roles can help make ITSM principles relevant, mature your processes, and improve services. Audience: IT professionals in Higher Ed with operational responsibility for, or senior oversight of, core IT services and ITSM process areas; IT directors or managers

Goals & Outcomes

  • Understand the concepts of Service Ownership and Process Ownership
  • Learn how to develop role definitions
  • Review actual role descriptions and responsibilities
  • Develop action plan for developing and filling critical roles

Agenda Overview

Introduction

  • Introduce concepts and framework
  • Challenges and opportunities for Higher Education

Process & Service Owner Concepts

  • What is a process owner? What is a service owner? And why do they matter?
  • How these ownership roles relate to the ITSM work you’re already doing
  • What’s the difference between a service/process owner and manager?

Process & Service Owner Best Practices

  • How to define the roles and responsibilities
  • Where in your organization do you find people to fill these roles?
  • What does a Service and Process Owner actually do?
  • Common pitfalls to avoid

Continual improvement with Process & Service Owners

  • How to get started, where to begin
  • What is a maturity assessment? How & why to conduct them
  • Leveraging metrics to measure process & service performance
  • Governance roles for Process & Service Owners
REGISTRATION OPEN SOON ONLY IF YOU ARE REGISTERED FOR THE CONFERENCE.