ITSM Governance: Moving Ahead and Staying on Course

Ricardo Chavira,

Room : Starvine 6 and 7

Subject : Governance, Risk, Compliance

Breakout : Leadership

In this session, Ricardo Chavira of Yale University will discuss the ITSM program he and his team put in place, and how they work to maintain process integrity while building on the program's success. He'll discuss how governance, which involves not only making decisions but also who makes them and how, needs to be part of the planning and ongoing operations of any service management initiative. In Yale's case, this has manifested itself in the creation of an ITSM community of practice; designated process owners who regularly meet; an enterprise-wide CAB; and a Service Board. Attendees will hear about how these critical elements complement each other, and roll up into the organization's overall governance, to help keep Yale's ITSM program moving, and moving in the right direction!