Higher Ed SIG: Lessons Learned: ITIL Process Maturity Assessment in Higher Educa

Jim Haustein of Cornell University and Reg Lo of Third Sky
Attend this itSMF Higher Education Special Interest Group (SIG) webinar to hear Jim Haustein, Cornell Information Technology's Process Improvement Manager, describe their experience with an ITIL process assessment.

~ Why did they perform the assessment
~ Lessons learned on how to conduct the assessment and what to do with the results
~ How the assessment will help guide them on their IT Service Management journey

Reg Lo, from Third Sky, will also present a short segment on TIPA(r), an internationally-recognized framework for IT process assessment. TIPA offers a turnkey, well-defined, repeatable methodology that organizations can perform themselves after being trained in the approach.

About Our Speakers

Jim Haustein is Cornell Information Technology's Process Improvement Manager and is responsible for maturing and maintaining a portfolio of maintainable processes, to facilitate process and IT Service Management awareness, training and mentorship. Jim's experience in the private sector before coming to Cornell has proven to be a valuable asset for improving the efficiency and effectiveness of IT processes within the higher ed environment. He was a co-presenter at Educause 2008 and a reviewer for the 2011 ITIL Service Design book.

Reg Lo is a certified ITIL v3 Expert and Vice President of Professional Services for Third Sky. Reg has helped hundreds of organizations adopt IT Service Management good practices. He recently spoke at the itSMF Fusion conference on "How to reduce IT costs and give the Business the levers to control costs"; and was also a speaker at the 2008, 2009, and 2010 conference. He was selected as a reviewer for the ITIL 2011 Edition and was also a reviewer for TIPA - an open framework for assessing ITIL and ISO/IEC 20000 maturity.
Jan 25 2012
57 mins
Higher Ed SIG: Lessons Learned: ITIL Process Maturity Assessment in Higher Educa
Join us for this summit:
  • Channel
  • Channel profile
  • In the Know Podinar - The Service Catalog the Long Road to Success Mar 18 2015 12:00 am UTC 60 mins
    Join Doug Tedder and Eddie Vidal as we share an itSMF USA members success story on implementing a Service Catalog in their organization.
  • itSMF USA - ISO/IEC 20000 SIG: SMS Under the Microscope: Problem Management Recorded: Feb 26 2015 64 mins
    What is the ISO/IEC 20000 SMS?
    • Problem Management – Basic Concepts
    • Problem Management and the Service Management System
    • Problem Management – Implementation Guidance
    • Q&A
  • Higher Ed SIG | Communications Management: Promoting the Value of Your Services Recorded: Feb 24 2015 48 mins
    ITIL emphasizes the alignment of IT services with the business, integrating processes and improving communications. Yet, it doesn’t emphasize the need for a communication plan. Have you considered defining a communication plan for your department?

    Creating a communications plan for your IT organization will help define communication efforts so that your message is consistent and the value of your services is clearly articulated. In this session, learn how a communication plan can change your company’s perception of IT, enable you to promote your value, keep you on the same page as your leadership team, and keep your department aligned with the company’s goals.

    Participants will learn how to create a communications plan that leverages social media and how to use the communication plan to convince management of the importance of sending a consistent message. You will leave this session with the tools to emulate the best marketing companies in the world, right from your IT shop.
  • itSMF USA In The Know Podinar- COBIT SIG Recorded: Feb 18 2015 44 mins
    Join hosts Jason Stonehouse and Eddie Vidal as we sit down with President Marc Halcrow from the itSMF (SIG) COBIT group. Learn how SIG COBIT can help your career and what the group has planned for 2015.
  • Higher Ed SIG - Best Practices for IT Service Desk Consolidation Recorded: Jan 22 2015 54 mins
    Higher Ed IT organizations continue to see accelerated demand and complexity without a correlating increase in resources. As such, many have looked to IT service desk consolidation as a means to enable fewer staff members to yield higher contact volumes, and develop a higher skill set though familiarization of a wider range of contacts. This webinar will discuss tactical and strategic steps to with consideration across people, process and technologies.
  • Problem Mngmt SIG & Nation's Capital LIG | Structured Root Cause Analysis Recorded: Jan 21 2015 50 mins
    Shellina Damji will provide an overview of the Kepner-Tregoe® methodology and discuss the benefits of using a Structured Root Cause Analysis methodology within your Problem Management process.

    Mike Malcangio, from ServiceNow, will discuss the integration of Kepner-Tregoe into the ServiceNow Problem Management module.
  • itSMF USA In the Know Podinar - Speak at FUSION 15? Learn How... Recorded: Jan 21 2015 44 mins
    Speak at Fusion 15? Learn How…from our next guest, Fusion 15 Program Chair, Jill Zimmerman as she shares knowledge, advice and helpful tips to help you become a speaker at Fusion 15.
  • Higher Ed SIG - Future State of ITSM and the HE IT Professional Recorded: Jan 8 2015 60 mins
    Is there a future in the IT Service Management Industry? Will Service Management remain relevant in Higher Ed? Join itSMF USA President, Charles Araujo, and HE SIG President, Jeffrey Toaddy, on January 8th as they discuss the future of the IT Service Management industry, Charles' vision for itSMF USA and what it all means for Higher Ed professionals.
  • Higher Ed SIG | CSI for Beating a Dead Horse – What are your Metrics? Recorded: Dec 18 2014 60 mins
    IT measurements are meaningless if they don’t provide information to make accurate and timely decisions. Yet many IT organizations produce reams of operational reports that provide tons of information yet still leave everyone blind as to what actions to take or whether IT benefits are truly being realized. This session provides a solid practical approach for closing the loop between what kinds of metrics should be reported on and how IT can leverage results and a program of continual service improvement for effective decision making. As a result of this session, attendees will learn about what kinds of metrics matter most and how these fit into an overall model for making key decisions. In addition, attendees will get access to a simple EXCEL-based metrics model that they can use right away within their own IT organization.
  • itSMF USA In the Know Podinar - Higer Ed SIG | SIG of the Year Recorded: Nov 19 2014 41 mins
    Lisa Kass, 2014 itSMF Member of the Year winner and President of Higher Ed SIG will discuss the latest updates on Higher Ed SIG and share with us her thoughts on winning this years Member of the Year award.
  • itSMF USA COBIT SIG - Hear from the Experts - ITSM and COBIT Alignment Recorded: Sep 23 2014 59 mins
    In this session, Rob, Christian, and Johann will delve into how the ITSM processes were incorporated into COBIT5. They will share how ITSM and COBIT are complementary and align with one another. They will also dispel any myths with one framework replacing the other.
  • itSMF USA - In The Know Recorded: Sep 16 2014 42 mins
    Rick Joslin, Executive Director of Certification & Training for HDI joins us to discuss Knowledge Management and the power of sharing.
  • itSMF USA Webinar - In the Know | What is BIG? Recorded: Aug 19 2014 44 mins
    Join Doug Tedder, FSM @dougtedder and Eddie Vidal @eddievidal for our next itSMF USA #intheknow podcast on Tuesday August 19th at 1PM Eastern.

    Learn about the recent itSMF BIG meeting and get a behind the scenes look into the future and how itSMF can create and deliver value to our members.

    Guests are Kevin Ritter and Marco Osuna
  • Higher Ed SIG: Defining IT Services For Higher Learning Institutions Recorded: Jul 24 2014 90 mins
    Building a service catalog? Not sure what IT services your learning institution really delivers? Not sure what your IT services really are? Desire a sanity check on your current catalog/portfolio? This session is for you! Learn what IT services are all about and how to define IT support and business facing services. Learn how to package the many IT technologies and functions into consumable packages usable by learning faculty, administrators and students. Gain access to a comprehensive set of service descriptions and resources to get a jump start on your own IT service management initiatives!

    Presented by Randy Steinberg, Migration Technologies
    Hosted by Eric Dannenberg, Boston University
  • Creating a BRM Maturity Assessment Recorded: Jul 14 2014 33 mins
    Is the BRM role strategic, tactical, operational, or some combination of the three? And how do you determine how well you are fulfilling that role?

    As part of the BRM team within his organization, Bob took on the task of developing a BRM specific Maturity Assessment, which would take into account BRM responsibilities as documented within his company, as described in industry white papers and articles, and as formally defined within ITIL.

    Bob will highlight the process they took to define and categorize the BRM responsibilities, establish maturity levels that reflected realistic measures for progress and milestones, and then evaluate the team’s level of maturity within each area.

    Bob offers this as a launching point for discussion within your organization on how to define and measure the role of Business Relationship Management, not to establish a definitive BRM Model that would apply in all situations.
  • Higher Ed SIG - Simplifying Request Fulfillment Using a Basic SRM Recorded: Jun 17 2014 50 mins
    Many organizations and tool providers use their Incident Management process to fulfill service requests. Depending on the size and complexity of your organization, a separate work stream and process for Request Fulfillment might be justified to handle high volume, pre-approved, standard, repeatable requests.

    This session will discuss the current state of Request Fulfillment at Miami University. In an environment where over 430 applications and systems are supported, a "one size fits most" model was adopted that allowed for standardization of request models so that service requests could be fulfilled correctly the first time.
  • We Don't 'Work in IT' - We Work in Supply Chain Recorded: Jun 9 2014 56 mins
    Service Integration - The IT Supply Chain

    Barclay Rae
  • Problem Management SIG - Metrics for Problem Mangement Recorded: Jun 4 2014 61 mins
    To borrow a passage from “The Definitive Guide to IT Service Metrics”, In order for any metric to provide benefit, we must understand our goals and expectations for the metric rooted in the success of the process, service or product we are measuring. Metrics are the source of valuable information for any organization and can provide an abundance of benefits, including:

    •Demonstrating organizational maturity
    •Driving and changing behavior of the organization and staff
    •Discovering opportunities for improvement
    •Justification for change and the cost of change
Connect, Learn, Grow
itSMF USA is the definitive & authoritative source for the advancement of IT Service Management best practices.

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: Higher Ed SIG: Lessons Learned: ITIL Process Maturity Assessment in Higher Educa
  • Live at: Jan 25 2012 7:00 pm
  • Presented by: Jim Haustein of Cornell University and Reg Lo of Third Sky
  • From:
Your email has been sent.
or close
You must be logged in to email this