A Service Management Journey: "That's All Well and Good in Practice, but How Well Does It Work in Theory?"

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.