Main Nav

Mar 16th, 2011
8:30 AM - 9:15 AM
Seville East/First Floor
Central Time
In early 2010, the University of Chicago's IT Services group launched a broad initiative to improve client communication and interaction, improve IT services delivery processes, and optimize IT Service Management systems. This session will describe how the group used the ITIL framework to formulate an overall program and the practical steps that were used to convert ITIL theory into actual deliverables. In addition, the presenters will describe how the University of Chicago and University of Wisconsin were able to leverage their concurrent Knowledge Management activities with a common Knowledge Base system. The session will provide a venue to discuss the pragmatic tools and methods that different attendees are using in their ITIL and IT Service Management initiatives.


I wholeheartedly agree with Robert. Well done.

Clear, concise explanation of the processes the two schools used to establish a Service Management system. Excellent introduction to school's knowledge base.


Annual Conference
September 29–October 2
Register Now!

Events for all Levels and Interests

Whether you're looking for a conference to attend face-to-face to connect with peers, or for an online event for team professional development, see what's upcoming.


Digital Badges
Member recognition effort
Earn yours >

Career Center

Leadership and Management Programs

EDUCAUSE Institute
Project Management



Jump Start Your Career Growth

Explore EDUCAUSE professional development opportunities that match your career aspirations and desired level of time investment through our interactive online guide.


EDUCAUSE organizes its efforts around three IT Focus Areas



Join These Programs If Your Focus Is


Get on the Higher Ed IT Map

Employees of EDUCAUSE member institutions and organizations are invited to create individual profiles.



2014 Strategic Priorities

  • Building the Profession
  • IT as a Game Changer
  • Foundations

Learn More >

Uncommon Thinking for the Common Good™

EDUCAUSE is the foremost community of higher education IT leaders and professionals.