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IT Service Management [clear filter]
Wednesday, March 13
 

9:00am

Beyond All Limits: Breaking Departmental Barriers, Leveling Silos: Going, Going. . .Enterprise.
Over the past 10 years software and hardware have undergone major technological improvements and created significant opportunities to advance productivity. Reasonable cost and increasing scalability of computing power & storage, along with its virtual location, create economies of scale and flexibility that enable the opportunity for nearly an immediate and primary focus on what applications actually do. Perhaps finally, technology is recognizable by our users as THEIR longest and closest levers to better operations and business.

But, what have we actually accomplished with those large opportunities and technology? Have IT professionals created any new, recognized value in our business processes or are we simply automating old business processes to make them faster. Have we broken IT's reputation as the tallest barrier to progress on campus or and or do we see at least a glimmer in "their" eyes of their own independence and empowerment?

This presentation is a time-lapse, snapshot of Longwood's journey toward providing our users with real independence and empowerment in their business processes. It is a quest to make the "IT department and technology" mostly invisible, our data highly secure, and all our business processes--easy, flexible, productive, and consistently successful--from the user's perspective.

Speakers
MK

Mark Kendrick

Associate VP Information Technology Services, Longwood University
avatar for Terry McGhee

Terry McGhee

Director, Project Management Information Technology Services, Longwood University
Short Bio Industry (1976-1980) -started in IT in 1978 writing BASIC statistical programs for textile industrial engineering applications USAF. 1980 -1996 -retired "early" from USAF as communications officer (telecom, data, voice, satellite, air traffic control) -charter member... Read More →


Wednesday March 13, 2019 9:00am - 10:00am
Ampitheater

9:00am

Stacking the Odds: Getting Students Involved in Your IT Organization
In this session, we will talk about how VCU Technology Services sponsors a committee of students each academic year that advises Technology Services in matters related to service design and implementation, programming, and promotion of technology at VCU. In the five years of its existence, we have gained valuable insight and feedback on various services we provide. We will also discuss some of the successes and failures in other aspects of the committee. We would also like to talk and hear from others how they involve students in service improvement, decision making, and promotion.

Speakers
avatar for Sam Kennedy

Sam Kennedy

Director, Technology Support Services, VCU
Areas of responsibility:Campus Card Services (ID/POS/Door Access)Desktop ServicesEndpoint Computing (Endpoint Support/Emergency Notification Services)IT Support CenterStrategic Communications
RN

Ryan Neilson

Security Operations Team Lead, VCU
avatar for Scottie Wylie

Scottie Wylie

ITSC Coordinator, Virginia Commonwealth University
Scottie has been a dedicated member of the IT Support Center staff for the past 10 years. His passion is working in the higher education environment and hopes to continue doing so for many years to come.



Wednesday March 13, 2019 9:00am - 10:00am
Madison

9:00am

Panel Presentation - IT Catalog Phase 2: Adding the Application Catalog
The VCU IT Service Catalog has become the IT Catalog with the rollout of our new Application Catalog. The two catalogs live side-by-side in the IT Catalog and support each other while providing separate services. Each catalog provides our customers an organized method of accessing updated information. We leverage the existing resources and knowledge base articles to provide a central repository to direct customers to available resources. The panel will discuss the development of the Application Catalog and its integration into the IT Catalog.

Speakers
LH

Lucy Halunko

ITSM SKMS Coordinator/Software Librarian, Virginia Commonwealth University
SY

Sam Yerkes

VCU Webmaster, Virginia Commonwealth University


Wednesday March 13, 2019 9:00am - 10:00am
Holley IV

11:30am

Build it Secure: Continuous Improvement in System Provisioning
With the emergence of DevOps models and cloud service provisioning, expediency in provisioning of services is one of the top priorities for many business units across organizations. The inability for IT to quickly meet the needs of these business units can often drive units to adopt shadow IT operations through other service providers, and thus lead to the potential loss of control on sensitive data and information. This presentation will follow VCU's journey in establishing a system provisioning process, and over the years transforming this process with the goal of providing the needed expediency to its customers while maintaining a reasonable expectation of quality and security for its assets. The presenters will discuss the evolution of the system provisioning process and the role of security, in addition to challenges and lessons learned through the transformation. Additionally, the presenters will discuss future plans for the process as it further matures.

Speakers
DH

Dan Han

CISO, Virginia Commonwealth University
Dan is the Chief Information Security Officer for the Virginia Commonwealth University. He has over 15 years of experience working in various roles in IT, and focused on information security management in the higher education and healthcare sector for the past 11 years. Dan specializes... Read More →
CK

Craig Kilgo

Project Manager, Virginia Commonwealth University


Wednesday March 13, 2019 11:30am - 12:30pm
Madison

11:30am

ITSM SIG
Speakers

Wednesday March 13, 2019 11:30am - 12:30pm
Holley I/II

3:00pm

Collaborating for Customer Satisfaction and Project Success
Why do projects fail? Why are our customers unhappy when things change? How is it that even when teams work really hard, they still miss the mark? It doesn't have to be this way.

It's amazing what a little collaboration from the start of a project can do for morale, trust, and most importantly client satisfaction. Join us as members of Mason's IT Support Center, Communications and Marketing, and Project Management teams share how developing integrated project teams led to successful, high impact project implementations. We'll share stories and lessons learned from projects such as Two Factor Authentication and Office 365. See how what we've learned is translating into the core of Mason's Project Management Framework to help ensure future projects can achieve the same level of success.

Speakers
SK

Stephanie Klare

Support Center Team Lead, George Mason University
avatar for John Prette

John Prette

Sr. IT Portfolio and Project Manager, George Mason University
John Prette is a business and technology leader with over 25 years of IT experience in IT Governance, Portfolio Management, Project Management, Business Analysis, Communications, process development, and software development. As the Senior IT Portfolio and Project Manager in George... Read More →
avatar for Lauren Reese

Lauren Reese

Manager, IT Communications and Marketing, George Mason University



Wednesday March 13, 2019 3:00pm - 4:00pm
Holley IV
 
Thursday, March 14
 

9:00am

The Benefits of an Incremental ITSM Implementation
JMU presents lessons learned from their university-wide implementation of Cherwell as ITSM solution, especially the benefits of an incremental approach. We'll share the key factors we considered in choosing the best solution, and our steps for planning a successful phased roll-out. We'll demo Cherwell's Incident/Service Request module as well as the CMDB, Software Change, Change Requests, and Project Tracking.

Speakers
DD

Drew Davis

Director, Computing Support, James Madison University
avatar for Michael Mehling

Michael Mehling

Application Manager - ITSM, James Madison University



Thursday March 14, 2019 9:00am - 10:00am
Ampitheater

1:30pm

ITIL Banter
This birds of a feather session is your opportunity to discuss all things ITIL. ITIL is changing this year with ITIL4 introduced in February. We will discuss the change, as well as any topic centered around ITIL and how this framework can help your organization.

Speakers
avatar for Thom Mattauch

Thom Mattauch

ITSM Program Manager, VCU
I work as the ITSM Program Manager at VCU and have a passion for IT Service Management. I am an ITIL Expert as well as having certification in LeanIT, ISM, and BRM. Outside of being an ITSM geek, I love to travel, am an avid fisherman, and love to spend time on either my boat or... Read More →


Thursday March 14, 2019 1:30pm - 2:30pm
Jefferson

4:15pm

Making Data-Driven Improvement to University Service Center's Operation and Training
A large U.S. university provides its IT services and support through both a call center and service desks that are collectively known as 4Help to its customers. 4Help hires both full time agents who handle calls 24X7 and undergraduate student consultants who deal with incidents that are submitted through a cloud-based IT service management platform between 8 to 5 from Monday to Friday. 4Help faces challenges in both its operation and employee training. For example, how to optimize employee schedule based on the pattern of IT support requests and how to provide continuous and effective employee training when it becomes difficult to take several employees out at a time to a 30-minute to one-hour training without interrupting the service?

These challenges can be addressed more effectively with the help of data. In this session, the presenters will introduce the challenges that 4Help faces as well as the data sources, analysis process, and suggested actions to overcome both operation and training challenges. IT service managers, trainers, and administrators may benefit from what we have learned from this low-cost data-informed decision-making project.

Speakers
avatar for Ian  Heflin

Ian Heflin

Operations Analyst, Virginia Tech
DH

Deyu Hu

Associate Director, Research and Training, Virginia Tech
Dr. Deyu Hu holds a Ph.D. in Instructional Design and Technology. She is now the Associate Director of Training and Research in IT Experience and Engagement at Virginia Tech.


Thursday March 14, 2019 4:15pm - 5:15pm
Ampitheater

4:15pm

ROAD TRIP - A Project Management Game
What can a board game teach you about project management? Join us at this hands-on, interactive, fun session as we play to find out. Can you collaborate, negotiate, and manage your team to success?

During our time, we'll work in collaborative teams to take the family on a road trip from San Francisco to Boston and check out all the sights on the way -- can you make it in time and on budget -- but with any road trip, watch out for the pitfalls along the way? This fast-paced session will have you working in small groups and learning about how projects work.

This session is for anyone interested in Project Management and learning more about it. You don't need to be a project manager to join in the fun.

Other notes:
- we'll need round tables for this session, as we'd be playing in groups of 4-5
- we'll have enough games to handle up to 40 people
- this is an hands-on interactive session that uses the road trip to teach about Project Management concepts

Speakers
avatar for Robert Faber

Robert Faber

IT Project Manager, George Mason University
Robert Faber is a project manager for George Mason University's IT Portfolio and Project Management Office. Additionally, he is the IT liaison to Auxiliary Enterprises and Facilities. Rob came to Mason with over 30 years of experience in both Ricoh Corporation and Xerox Corporation... Read More →
avatar for Tahisha Mayfield

Tahisha Mayfield

IT Project Manager, George Mason University
Tahisha Mayfield is a systems-focused project manager with deep expertise and understanding in how teams, processes and technology synergize to accomplish goals and meet social needs. Tahisha brings to Mason more than 20 years of experience and leadership supporting the Intelligence... Read More →
avatar for John Prette

John Prette

Sr. IT Portfolio and Project Manager, George Mason University
John Prette is a business and technology leader with over 25 years of IT experience in IT Governance, Portfolio Management, Project Management, Business Analysis, Communications, process development, and software development. As the Senior IT Portfolio and Project Manager in George... Read More →



Thursday March 14, 2019 4:15pm - 5:15pm
Admiral
 
Friday, March 15
 

9:00am

IT Governance & Portfolio Management
The presentation will focus on the use of Smartsheet for VCU's IT Governance and portfolio management processes. This will focus on moving from our manual Blackboard organization for governance to an automated process using Smartsheet.

Speakers
avatar for Sean Mays

Sean Mays

IT Business Partner, VCU
IT Governance, Lean IT, program management, ITIL, project management



Friday March 15, 2019 9:00am - 10:00am
Jefferson

10:15am

Vendor Managed Distributed Printing
Does it make sense to pay a third party to install and manage departmental printers? This presentation will be a PM level recap of George Mason's implementation of Canon as the provider of printing across campus for faculty / Staff and Students. Discussions about soft and hidden costs, and road blocks affecting the ROI. Additionally, some discussion about the infrastructure required and the integration with existing systems.

Speakers
avatar for Robert Faber

Robert Faber

IT Project Manager, George Mason University
Robert Faber is a project manager for George Mason University's IT Portfolio and Project Management Office. Additionally, he is the IT liaison to Auxiliary Enterprises and Facilities. Rob came to Mason with over 30 years of experience in both Ricoh Corporation and Xerox Corporation... Read More →
BG

Buz Grover

Associate Director, Contracts and Special Projects, Auxiliary Enterprises, George Mason Univeristy



Friday March 15, 2019 10:15am - 11:15am
Holley VII

10:15am

VeriSM: Beyond the limits of IT
VeriSM is a service management approach recently introduced by the International Foundation for Digital Competences (IFDC). It takes service management beyond the limits of IT -- to the entire enterprise. Learn about a different way of viewing service management and how to use the Management Mesh to make informed decisions about services.

Speakers
avatar for Edward Gray

Edward Gray

Systems Integration and Support Specialist, UMW
Edward is currently a Systems Integration and Support Specialist at the University of Mary Washington. He has served in IT at UMW for just over 18 years. He holds a number of certifications, including CompTIA, Microsoft, ITIL, HDI, VeriSM, and Lean IT. He is a member of several professional... Read More →


Friday March 15, 2019 10:15am - 11:15am
Madison

10:15am

Software Licensing SIG
Speakers
DD

Drew Davis

Director, Computing Support, James Madison University


Friday March 15, 2019 10:15am - 11:15am
Holley I/II

11:30am

A Practical Approach to Change Management
Apprehensive about Change Management? Join us as we discuss Christopher Newport University's Change Management journey. We start with the basics and demonstrate how to add complexity effectively, all while keeping the process sustainable.

See how a practical approach, coupled with existing tools (Google Docs), jumpstarted the Change Management process. Hear about the challenges from individuals who solved them.

Speakers
avatar for Jered Benoit

Jered Benoit

Associate Director for Enterprise Services, Christopher Newport University
avatar for Andrew Crawford

Andrew Crawford

Chief Information Officer, Christopher Newport University
BF

Brian Foran

Assistant Director for Infrastructure, Christopher Newport University



Friday March 15, 2019 11:30am - 12:30pm
Ampitheater