University ITSM

Jim Haustein and Vick Dean of Cornell University delivered a presentation titled “Process Improvement in Higher Education” that discussed the process improvement program. Since mid-2007, Cornell has been using ITIL as a framework to create a more process-focused and service-focused organization. This was an excellent presentation filled with lessons learned and tips for people to take back to their institutions.

Here are a few quick points worth repeating:

Continuous management support is key to success.
Change Management was their first win.
A common language throughout the organization is necessary.
Listen to coworkers to get their buy-in.
Change is hard.
Provide value.
Keep it simple.
Recruit allies carefully.
Don’t stifle creativity.
Communicate with your customers.
Have Fun!!

Gartner estimates ITIL will reach mainstream adoption in higher education in the next 5 to 10 years (2013 - 2018).

View their slideshow and more at http://connect.educause.edu/Library/Abstract/InformationTechnologyProc/4...