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Thursday, March 17 • 9:00am - 10:00am
Improving Service Operations by Enabling New Technology

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Successful Service Operations depend on enabling new technology and being innovative with new processes. Join us to learn how we launched several new initiatives, both in the Division of Information Technology and in the distributed environment, that improved our services. We will discuss several changes we made to improve our services, including a new Major Incident Process, a new and improved Asset Management strategy, and using data to build dashboards to improve our services.

Join us to get a hands-on look at some of our processes and the improvements we made. We also invite you to share your stories and successes!
Speakers
avatar for Joyce Landreth

Joyce Landreth

Deputy Executive Director, IT Experience and Engagement, Virginia Tech
Joyce Reish Landreth has over 30 years experience in Information Technology. She has held positions of increasing responsibility in both the private sector and academia. In her current position, she is responsible for providing strategic management, planning and direction to the Virginia... Read More →
avatar for Shannon Phillips

Shannon Phillips

Director for IT Service Operations for University Libraries, Virginia Tech
avatar for Ian Heflin

Ian Heflin

Head of Support Desk Operations, Virginia Tech

ACCS 2022 Improving Service Operations by Enabling New Technology pdf
Thursday March 17, 2022 9:00am - 10:00am EDT
Holley IV
  Client Services/Service Desk   User Experience