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

The Symphony

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

Thank You

ITSM Specialist

Farah Remtulla

Emory Universityfremtul@emory.edu