Achieving Trust and Success through Process Improvement

Presented by

Elaine Lauritzen

About this talk

An overview of BYU’s six year ITIL journey BYU’s Accountability Model – what it is and how it works, how they’ve stepped away from “dummy” escalations, and how they’ve made an important distinction between escalation and collaboration Details about the growing relationships, process maturity and synergies between Service Desk, Engineers and Operations Plans for continuous improvement including lessons learned

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