This paper presents a model for organizing service ownership and management responsibilities to improve higher education IT organizational effectiveness.
As part of our Service Management team at the University of Nebraska in the Office of Information Technology Services I help with process management, service strategy, operation, and deliver. My passion is customer service, engagement and delivery. I thrive on speaking with the customer, to the customer, and presenting the customer viewpoint. I am currently coordinating service management principles and practices throughout the organization. I currently serve as the chair of the EDUCAUSE IT Service Management (ITSM) Community Group where he has recently facilitated a number of webinars focused on DEI topics including, Better Allies, Women in IT, and Building inclusive teams. I have more than 15 years of experience in technology service strategy, design, operation, and improvement.