HDI 2018 Schedule Builder

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Breakfast Briefing 2:Case Study: Texas A&M University's Sprint Towards Continual Service Improvement

Matt Lacy (Senior IT Manager, Help Desk Central, Texas A&M University)

Jon Griffey (Associate Director, Service Desk, Texas A&M University)

Location: Room 317

Date: Wednesday, April 11

Time: 7:30am - 8:15am

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Breakfast Briefing

Vault Recording: TBD

Three years ago, Texas A&M University launched a new service management platform; since then, they have implemented incident, knowledge, problem, project, and change management, along with a self-service portal and the KCS methodology. In this session, Jon Griffey and Matt Lacy will share Texas A&M’s ITSM journey: the road to implementation, the lessons learned, and the ongoing progress toward continual service improvement.