Every day, campus users ask IT for help: new software, account access, equipment, and more. How can we make those requests simple, consistent, and efficient in a decentralized IT environment? That is the goal of Service Request Management. Join ESMO as we share how we are building a campus-wide practice to streamline requests, reduce delays, and improve the experience for both customers and IT staff. We will cover what is underway, what is coming next, and how you can play a part in shaping the future of “getting things done” at Illinois.
About this event:
Presenters:
- Allison Lappin, Sr. Service Management Analyst, Tech Services
- Trish Curry, Lead Service Management Analyst, Tech Services
Track:
Engage New Ways of Working — Boldly go beyond old workflows and explore new frontiers in collaboration.
Experience Needed:
All Levels
Learning Outcome:
Participants will gain an inside view of the work ESMO has been leading to develop a campus-wide Service Request Management practice. They will see how processes, tools, and collaboration strategies are being used to streamline service requests and improve consistency across IT units. Attendees will leave with practical takeaways such as best practices, lessons learned, and example workflows that they can adapt and apply within their own units to strengthen local request management.
Additional Keywords:
ESMO Service Request Management Boldly IT