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Tuesday, October 3 • 1:15pm - 2:15pm
Intentional Transparency - How To Develop One Service Catalog For All IT Services

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UNC Charlotte recently embarked on a journey to develop a unified service catalog representing IT services provided by over twenty IT service providers from across campus. The goal was to increase transparency internally and externally, enabling the institution to identify redundant services.

Using the ECAR Service Catalog as a starting point, the team developed a common vocabulary and framework to identify and categorize services; defined a methodology for data collection, designed the user interface, conducted usability studies and developed a roadmap to maintain the service catalog for years to come. During this session, I will discuss the vision and strategic mandate, the general strategy and methodology as well as lessons learned so that this process can be adopted by other institutions.

Session Chair
avatar for Chester Andrews

Chester Andrews

Director of Client Services, Oberlin College

Speakers
avatar for Beth Rugg

Beth Rugg

IT Director, UNC Charlotte
I am the Assistant Vice Chancellor for Client Engagement at the University of North Carolina Charlotte. I have extensive service management experience overseeing service desks, desktop support, labs, instructional support and design, digital media production, technology acquisition... Read More →



Tuesday October 3, 2017 1:15pm - 2:15pm PDT
Emerald 3 1415 5th Ave, Seattle WA 98101