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Driving Organizational Change with ITIL and a New Service Desk

Driving Organizational Change with ITIL and a New Service Desk

Title:Driving Organizational Change with ITIL and a New Service Desk (ID: WRC09_170278)
Author(s):Setareh Sarrafan (California State University, East Bay), Lee Thompson (California State University, East Bay) and John Charles (California State University, East Bay)
Topics:Help Desk, IT Organization, ITIL, Organizational Change, Support Services, WRC09
Origin:Western Regional conferences (04/17/2009)
Type:Presentations and Seminars
Abstract:This presentation will reflect on how Cal State East Bay seized the opportunity of centralization during dire economic straits to create a new service-oriented culture. This change of direction used ITIL best practices to drive substantive change through our new IT division and helped move the university toward a culture of efficiency and accountability.
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