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.
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.