Seminar 03F - Understanding ITIL and Applying It to Your Organization
PLEASE NOTE: Separate registration and fee are required to attend this seminar.

Session Details

Speaker(s)

• William Cunningham, Associate Director Process Operations, Yale University
• Susan Grajek, Senior Director, ITS Client Support, Yale University
• John Guidone, Project Manager, Yale University
• Chloe Kennedy Turnbull, Business and Process Analyst, Yale University
• Session convener: Ethan Benatan, Director, Computer User Services, Reed College

Abstract

The seminar will introduce ITIL versions 2 and 3 in the context of process management. We will explain each ITIL process (including purpose, goals, activities, and metrics) and how the processes interact to magnify their value. We will also explain the major staff roles in ITIL and the units ITIL encourages in an otherwise organizationally agnostic framework. The seminar will illustrate additional concepts including service catalog, service life cycle, ARCI responsibility matrix, and configuration management database. We will show how to design and manage a continuous improvement program, an underpinning of ITIL. The seminar will provide concrete advice for implementing ITIL in higher ed, assessing and increasing organizational readiness, identifying which ITIL processes to begin with, dealing with resistance among IT staff, and determining which types of tools can help. This interactive seminar will include many opportunities for participants to describe their particular environments and discuss the specifics of how they might apply ITIL.