IT Service Ownership in Higher Education: Definitions, Applications, and Benefits
This paper presents a model for organizing service ownership and management responsibilities to improve higher education IT organizational effectiveness.
Connie Eaton
Biography
Connie is responsible for IT professional and endpoint support services including the Help Center, Desktop Support Program, Executive IT Support, IT service outreach and marketing, software solutions consulting, the IT project management office, IT service management program and the university’s ServiceNow implementation. Prior to her current role, Connie was responsible for direction of campus computer labs, academic software deployment and associated services.
Connie has a B.S. from Carnegie Mellon and M.L.I.S. from the University of Pittsburgh and holds ITIL Foundations and Project Management Professional (PMP) certifications.
EDUCAUSE Publications
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Demonstrating Value Through IT Service Management in Higher Education
This paper explores the motivations for why higher education IT organizations are moving to ITSM and shares examples of how ITSM has been applied in higher education IT organizations.
EDUCAUSE Presentations
Memberships
| EDUCAUSE | Member |
EDUCAUSE Involvement
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ECAR IT Service Owners Working Group
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ECAR IT Service Management Working Group
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ELI Challenges Project