Building a Service Catalog for
Higher Education

Led by Ricardo Chavira, this half-day workshop, geared specifically for IT leaders in higher ed institutions, will help you articulate, develop and mature your Service Catalog so that you deliver the best possible service to your institution.

October 19, 2017
8am-12pm


Breakfast starts at 8 am,
seminar starts at 9 am.

ServiceNow
Houston Office

7900 Sam Houston Parkway
Houston, Texas 77064


Who Should Attend?

IT professionals in Higher Ed, including Service Owners, Process Owners, Managers & Directors with operational responsibility for service delivery.

Workshop Agenda

8:00 am — Breakfast & Peer Networking

9:00 am — Workshop:

  • Introduction
    • Introduce concepts and framework.
    • Challenges and opportunities for Higher Education.
  •  Service Catalog Concepts
    • What is a service catalog and why does it matter?
    • How the service catalog fits within the overall framework of service delivery
  •  Service Catalog Best Practices
    • What goes into a good service catalog (and what doesn’t)
    • Common pitfalls to avoid
  •  Developing & maturing your service catalog
    • How to get started, where to begin
    • Examples of service catalogs: good, bad, and ugly
    • How to maintain and build towards maturity
    • Governance and the service catalog

12:00 pm — Workshop Concludes

About the Presenter

Ricardo is a Senior Solutions Consultant at Aptris. Prior to his work at Aptris, Ricardo was the Associate Director for Service Management at Yale University Information Technology Services, where he directed Service Management Process Governance. His team deployed a comprehensive Service Management program, the first phase of which included rolling out ServiceNow as their ITSM platform, providing ITIL training and certification for the majority of the staff (over 350), and setting up a governance structure to build on the success of their deployment.

Ricardo worked in higher ed IT for 20 years and is ITIL certified. He has spoken on IT Governance, Service Catalog, CMDB, and other service management topics at Educause, NERCOMP, and ServiceNow conferences and serves on the ServiceNow User Group advisory board. 

He was also co-chair of the 2015 EDUCAUSE ECAR IT Service Catalog Working Group that produced a white paper on the Higher Ed Service Catalog.

Workshop Goals

  • Develop an understanding of the unique value of a well-managed service catalog
  • Understand how the service catalog can be used to address common challenges and concerns in Higher Education IT
  • Learn best practices in developing a service catalog for Higher Education
  • Review actual service catalog implementations
  • Come away with foundation for developing or maturing service catalog at one’s own institution

Register Now!

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