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Session 404: When Two Become One: Successfully Consolidate and Create Service Desks

Jarrod Sandel (IT Service Desk Manager, Michigan Medicine)

Erik Zempel (Sr Manager, Performance and Improvement Management, University of Michigan)

Location: Sebastian I-2

Date: Thursday, April 11

Time: 10:15am - 11:15am

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

Track: Service Excellence

Format: Case Study

Vault Recording: TBD

Audience Level: Intermediate

IT support at the University of Michigan was historically decentralized, with multiple help desks across campus, causing redundancy and confusion. In an effort to reduce costs and provide better service, the two largest academic and two largest medical help desks merged. Easier said than done, merging support organizations proved to be a challenging task. Some of the issues that emerged included experience and cultural differences, conflicting policies and procedures, and disparate ticketing and knowledge repositories. Leaving any one of these aspects unaddressed could have resulted in failure.

In this session, learn about the processes the University used to successfully centralize its service desks, including:

  • Attack and plan, ensuring one is better than two
  • Decide what to keep, change and let go
  • Clearly communicate internally and externally
  • Create the right IT support organization culture
  • Monitor and measure to determine success
  • Identify continual process improvement

Presentation File