Eliminating an outdated service offering is hard, but necessary. The process requires tact and sensitivity, as many users and your own IT staff will have grown attached. A service offering retirement expert shares advice on how to survive this process and thrive.
Chas Grundy is a storyteller and strategist with a background on technology, marketing, and non-profits. He currently leads IT Strategy and Transformation at the University of Notre Dame, providing strategic planning, strategic communications, service management, and transformation initiatives. Most recently, he promoted the practice of product management in higher education. Prior to joining IT, Chas worked as director of interactive marketing and digital strategist at the university where his work was recognized by the Webby Awards, CASE, and eduStyle. He is also the founder of Hedgehog Interactive, which designs serious games for professional development and training.
Moving faculty and staff to Gmail and Google Calendar required quickly training IT professionals across campus to support the new systems — which were not a priority among their other pressing concerns.
Like its corporate counterpart, a higher education product manager is responsible for the entire service offering lifecycle, serving as a single point of contact.