Seton Hall University

Request Management
Best Practices

How to Build a Service Catalog
That Can Transform Service Management.

Led by Ricardo Chavira, this half-day workshop will help you articulate, develop and mature your Service Catalog so that you deliver the best possible service to your institution.

Hosted By
 Seton Hall University

November 14, 2017

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

Seton Hall University

400 South Orange Ave.
South Orange, NJ 07079

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 Chavira

  • Senior Solutions Consultant at Aptris.
  • Previously Associate Director of Service Management at Yale University.
  • Co-Chair, 2015 Educause ECAR IT Service Catalog Working Group.
  • Speaker at Educause, Nercomp and ServiceNow® Conference on topics including IT Governance, CMDB, Service Catalog and Service Management.
  • Worked in Higher Ed IT for 20+ Years
  • ITIL® Certified.
  • Member of the ServiceNow User Group Advisory Board.


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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