K11 Presentation Emory University
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Farah Remtulla ITSM Specialist Emory University
description
Presentation on Emory University\'s Incident Management Journey at the Knowledge11 Conference hosted by ServiceNow
Transcript of K11 Presentation Emory University
Farah RemtullaITSM Specialist
Emory University
Session Outline
• The Commission
• The Composition
• The Orchestra
• The Rehearsal
• The Symphony
37 000 Customers400+ IT Support Staff~8 “Tools” (Listservs & Spreadsheets inc)25 IT Support OrganizationsAnd let’s not forget…They’re ALL Unique!
The Commission
“A strong vision can lead people away
from focusing on their part alone
toward being aware of the whole”-The conductor in “Maestro”
The Commission
• Improve Quality
• Work across organizational boundaries
• Restore service quickly
The Commission
The Composition
• Theory
• Organizational Change Management
• Tool Capability
The Composition
• Focus Groups
• Gap Analysis
The Composition
• Reporting Requirements
• Process
• Technology
• Service
• Critical Success Factors
• Key Performance Indicators
The Orchestra
The Rehearsal
• Process Training
• Use Cases
• Lunch and learns
• Process Quizzes
• Practice Sessions
In Summary
Create a Community
In Summary
Identify the gaps and the solutions
In Summary
Understand the elements of the
composition
In Summary
Know your players & their roles
In Summary
Commit to the rehearsals
