Beth Rugg is the Assistant Vice Chancellor for Client Engagement at UNC Charlotte. She is responsible for user services including the Service Desk, desktop support, endpoint management, training, documentation and communication.
She has more than 20 years of IT leadership and project management experience and is a graduate of Cornell University.
She champions service and support and, in addition to her current duties, has extensive experience with lab management, instructional support and design, digital media production, technology acquisition and vendor management.
Beth gives back to the community in many ways. She was an Executive Board member of the Association for Computing Machinery Special Interest Group for University and College Computing Services (ACM SIGUCCS) and led their professional development program for many years. She was the 2023 Penny Crane Award recipient for distinguished service. She has partners with Educause and has served on program committees, working committees and been a faculty member for the Educause Senior Directors program and the Executive Leaders Academy.
Beth strives to design simple solutions to meet complex needs. She is passionate about stakeholder engagement, relationship building and usability.
This paper provides specific guidance regarding the necessary components of an effective IT service catalog, such as the taxonomy, terminology, attributes, and descriptions for common IT services. It is a revision of the 2015 document and uses feedback from earlier implementations and the people who created them to address gaps and changes in the landscape of information technology.
This paper outlines steps to take to implement effective IT service change management.
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