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.