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.
BiographyMark Katsouros received his Bachelors of Science in Computer Science from the University of Maryland at College Park (UMCP), completed post-graduate studies in electrical engineering and telecommunications at UMCP, and worked at UMCP in various IT development, research, and management capacities for over 20 years. He next served in a five-year stint as the Director of Telecommunication & Network Services for The University of Iowa. Presently, he is the Director of Service Design & Development for The Pennsylvania State University. His extremely diverse background includes database systems, large-scale software design and development, networking, telecommunications, computer-telephony integration, interactive voice response, voice over IP, emergency communications management, ITIL/ITSM, project management, strategic planning, and broad IT leadership. In addition to winning UMCP's prestigious Graduate Studies and Research "Inventor of the Year" Award, he has also licensed various software applications, which he designed and developed, to both Avaya Communications and Cabletron Systems. Mark was also selected by the (Bill) Clinton Administration to design, develop, and implement public opinion polling software for the White House, which was utilized during President Clinton's first State of the Union Address and beyond. Additionally, Mark is a regular speaker at various information technology conferences, and has served as Chief Technology Officer and Interim Chief Executive Officer for a Maryland dot-com startup specializing in patent-pending search technology that promised to improve the results of search requests in library, database, intranet, and Internet searches through complex, rules-based, phonetic transcription. He is presently involved in a Pennsylvania dot-com startup focusing on community development, commerce, and social responsibility. Mark is always hungry for victory--for himself, his team, his institution, and his customers--and he'll run through walls to achieve it.
New unified communications (UC) capabilities and the increased desire for richer collaboration experiences have led to a fundamental shift in the technology we use for communication.
The implementation of a service catalog is an important step in transforming from a technology-oriented organization into a service-oriented organization.