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, 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 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 am a faculty member for Educause's Senior Director's program and have served on several ECAR working groups including the 2018 Change Management and 2019 Service Catalog revision. I have a problem saying no and am also on the program committee for 2019 and 2020 Educause conference, was a panelist on a ITSM webinar on Change Management and Communications, serve on the ITSM Constituent group executive board and am on the peer mentoring steering committee.
I am passionate about customers and making sure we take their experiences and perspectives into account! 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.