Information Technology Peer Group Meeting 

IT Self-Service Capabilities and Models 
May 24, 2017 09:00 AM - 03:00 PM 
Can self-service deliver better service? 
     
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Description:

Enabling IT self-service for both internal and external customers of an enterprise is an extremely compelling argument to lower IT costs and possibly even improve customer satisfaction. While the cost reduction element is more readily derived, improving customer satisfaction and experience requires a very careful determination of what services and products are offered in a self-serve format. The fundamental challenge, especially for internal customers appear to be in change management – moving a customer base that has been used to calling an IT helpdesk or a business liaison, to empowering them to find the products, services and solutions from a pre-published catalog or a knowledgebase that is readily available and easily accessible. Many organizations have implemented self-service capabilities in various areas with varying degrees of success. Some have implemented kiosks that would dispense laptops and other hardware, whereas most organizations offer a software portal where employees can easily find and install software tools and solutions they need. Others have very successfully implemented knowledge-bases that offer advice and directions for solving technical issues. Despite these achievements, few organizations have been able to craft and deploy a comprehensive IT self-services model that truly empowers its users.

The May IT Peer Group meeting of the consortium will examine how best to develop a self-service strategy and ensure that it is successfully implemented. The attendees will have the opportunity to hear from subject matter experts who have helped develop such solutions and also from member companies that have tried various iterations of self-service capabilities. This will be a great opportunity to discuss what self-service products and solutions work, how best to implement, how to best train the workforce to take advantage of self-serve products and also the management and policy challenges that such a model creates. This meeting is most directly applicable to those Sr. IT professionals, managers, directors and VPs with responsibilities over providing IT services, but is also a valuable opportunity for IT leaders who want to discuss and learn new ways to solve the technology challenges of the enterprise.

Webcast Available: If you can't make it to the event in-person (or if in-person registration has reached capacity), you can still register to attend from your computer. This option allows you to view the presentations, while attending in person provides you with the opportunity to participate in break-out discussions, ask questions or take advantage of networking opportunities. To attend the webcast, click the "Register for webcast" button on this meeting's homepage. You will receive a confirmation email with the link to the webcast a week before the meeting.

 
Agenda Items:
9:00 AM Welcome and Introductions (webcast available)
 
9:30 AM Aspiring for IT Self-Service – Delivering Value and Higher Customer Satisfaction (webcast available)
  Cavinda Caldera, UW E-Business Consortium
10:00 AM Self Service Delivery (webcast available)
  Thomas L. Hausmann, Former CIO, Ellucian
11:00 AM Break (not webcast)
 
11:15 AM Breakout Discussion I (not webcast)
 
12:00 PM Lunch (not webcast)
 
1:00 PM Developing a Knowledge Base at UW-Madison (webcast available)
  Weizhong Wang and Leah Scheide, UW-Madison
1:45 PM Breakout Discussion II (not webcast)
 
2:30 PM Debrief and Key-Takeaways (not webcast)
 
3:00 PM Adjourn (not webcast)
 
 
Location:
Gordon Dining and Event Center, Second Floor 
Contact:
Jen Anderson, 608-890-1406, jen.anderson@wisc.edu 
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