I am the Assistant Vice Chancellor for Client Engagement at the University of North Carolina Charlotte. I began my IT career in 2001 working at Ithaca College; prior to that I worked in the hospitality industry and in Student Affairs. I have a BS in Hotel Administration from Cornell University and am a certified Project Management Professional (PMP).
I champion service and support. I have extensive service management experience overseeing service desks, desktop support, endpoint management, labs, instructional support and design, digital media production, technology acquisition and renewal, training, documentation and communication. I have led many administrative and academic enterprise initiatives.
I love to give back to my community. I 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. I have served Educause in a variety of ways from being a faculty member for the Senior Directors program, a mentor for the Executive Leaders program, a program committee member for 2018 and 2019 conferences as well as working on several ECAR working groups including the 2018 Change Management and 2019 Service Catalog revision.
I am a capable, compassionate leader who strives to design simple solutions to meet complex needs. I am passionate about stakeholder engagement, relationship building and user experience. I also like to stay busy and adore my grandbabies.
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.