November 2014 Chapter Meeting

CMU Case Study: Selecting and Implementing an IT Service Management Solution

Join us for the HDI Steel City and itSMF Pittsburgh joint chapter meeting where we will dive in and take a look at how Carnegie Mellon University selected and implemented a new IT Service Management solution. 

Like many organizations in the IT Service and Support industry, Carnegie Mellon University has recently implemented a solution for use by their central IT division to facilitate many of their service management processes. 

At our meeting, we will look at the methodology that Carnegie Mellon used to select and implement the solution, some governance and operational implications, and lessons learned through their efforts and peer benchmarks.  Additionally, we will address the value and lessons learned from using a consulting partner for IT Service Management system implementations.

 Please register by Wednesday, November 12, 2014.

Meeting Agenda

Speaker Biography

Karen Van Dusen, ITSM Program Manager, Carnegie Mellon University

As the ITSM Program Manager for the Central Computing Services division at Carnegie Mellon University, Karen brings more than twenty years of experience in customer technical support and service management in higher education.  After starting her career with roles at Dartmouth College and Duke University, Karen returned to her alma mater and has played a number of roles including management of IT support, field support, coordination of decentralized IT relationships, and most recently service management using the ITSM/ITIL framework.