ACCS-VA 2022: Full Schedule

4:15pm EDT

ITSM SIG

Join the ITSM SIG to discuss all things Service Management.

Speakers

Edward Gray

Co-Manager, IT Support Services, University of Mary Washington

Edward is currently Co-Manager of IT Support Services at the University of Mary Washington. He has served in IT at UMW for over 20 years. He holds a number of certifications, including CompTIA, Microsoft, ITIL, Prince2, HDI, VeriSM, and Lean IT. He is a member of several professional... Read More →

Michael Mehling

CRM Application Manager, James Madison University

Ten years of Higher Ed IT experience at James Madison University. Mike implemented and managed JMU's IT Service Management software, as well as Adobe Sign, and our Enterprise Content Management software, OnBase. Mike is ITIL4 certified and a Prosci® Certified Change Practitioner... Read More →

Tuesday March 15, 2022 4:15pm - 6:15pm EDT
Holley IV

IT Service Management IT Leadership

9:00am EDT

Next week, we're going virtual... Then what?

Before COVID many of our classrooms had mics and cameras that were capable of recording and conferencing as a side feature. However, when priorities shifted these features to critical, a new design was required. Then while implementing whole-campus virtual, half-capacity, and full-capacity plans, we had an opportunity to implement several low priority updates along the way. Let me tell you the tale. :)

Speakers

Jeremy Parker

AV Engineer, UVA

Wednesday March 16, 2022 9:00am - 10:00am EDT
Holley IV

Classroom Technology User Experience

1:00pm EDT

Better Together: How the University of Richmond successfully navigated hybrid teaching and learning

In the Summer of 2020, technology directors across campus came together as one unit to create a hybrid learning environment like never before. The University of Richmond successfully kept most of its students in the classroom while providing remote learning for those who could not be in class. What did we learn and how do we apply these principles moving forward? This will be a panel presentation.

Speakers

Kim Edwards

Director, Technology Services Law School, University of Richmond

Scott Tilghman

Using ITSM for improvement, University of Richmond

I have been with the University of Richmond since Feb 98. We implemented Team Dynamix ITSM tool 5 years ago. We call it SpiderTechNet. The first year was getting all components up and running and the IS staff adjusted. After that we tackled the PC/Mac computer replacement project... Read More →

Wednesday March 16, 2022 1:00pm - 2:00pm EDT
Holley IV

IT Leadership Classroom Technology User Experience

2:30pm EDT

Emerging Trends in Learning Technologies

I will talk about emerging technology in higher education focused on faculty and student experience. I will include current trends and an outlook for the next ten years. As technologists, we need to prepare for these trends and their impact on our services and support. I feel a lot has changed in the past two years, and it's just the beginning of what's yet to come.

Speakers

Dwayne Smith

Director, Classroom and Learning Space Technologies, Old Dominion University

Dwayne Smith is the director for Classroom and Learning Space Technologies at Old Dominion University. He's an active member of InfoComm’s Technology Managers Council and the Virginia Classroom Technologies Group. He has worked in the industry for over 25 years.

Wednesday March 16, 2022 2:30pm - 3:30pm EDT
Holley IV

Classroom Technology User Experience

4:00pm EDT

Innovative Covid Solutions

Join presenters from Virginia Tech, VCU and UVA to learn about innovations in Service Operations during COVID. Find out what preparations were necessary and what unique solutions were found that facilitated continued operations and, in some cases, service improvements! We will discuss the ways we maintained services and support as we transitioned to working remotely in response to the pandemic and we will also discuss how we modified support moving forward to better serve the changing needs of our communities as we entered a new era of remote operations.

Speakers

Josh Causin

Tracy Smith

Director, IT Service Support Operations, University of Virginia

For over 30 years, Tracy has worked at the intersection of business needs and technology, successfully improving and streamlining many IT service teams and processes. Currently, he is the Director of Service Support Operations for Information Technology Services at the University... Read More →

Scottie Wylie

IT Support Center Manager, Virginia Commonwealth University

Scottie has been a dedicated member of the IT Support Center staff for the past 15 years. His passion is working in the higher education environment and hopes to continue doing so for many years to come.

Wednesday March 16, 2022 4:00pm - 5:00pm EDT
Holley IV

IT Service Management Client Services/Service Desk User Experience

9:00am EDT

Improving Service Operations by Enabling New Technology

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

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 →

Shannon Phillips

Director for IT Service Operations for University Libraries, Virginia Tech

Ian Heflin

Head of Support Desk Operations University Libraries, 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

1:00pm EDT

Building Innovation Teams with Microsoft 365

This session will help leaders to develop a culture of innovation through Microsoft Technologies. We will cover how to implement some of the best features to solve some of the most pressing academic challenges, help teams get more organized and to develop community.

Speakers

Scott Pleasants

MSTC | Technology Strategist, DMG TODAY & Central Virginia Community College

Scott Pleasants is the Coordinator for Business Partnership at CVCC and serves as the Strategic Innovation Advisor for Innovate Lynchburg. As a technology professional, Scott is passionate about helping organizations to see the world “possible”. He began his career through... Read More →

Thursday March 17, 2022 1:00pm - 2:00pm EDT
Holley IV

User Experience IT Leadership Classroom Technology

9:00am EDT

Our Major Incident Management Approach

Early in our ITIL(r) journey, we recognized the need for and then implemented a major incident process. This session will be a detailed look at key considerations, factors and 'could have been better ifs' in the implementation of Major Incident Management at the University of Virginia. If you are thinking about implementing a process, have an existing process you want to improve, or just want to see how someone else is doing it.... this session will give you valuable process ideas and share how our IT service delivery to customers and end users has improved as a result.

Speakers

Tracy Smith

Director, IT Service Support Operations, University of Virginia

David Strite

AVP Support Services and Learning Technologies, University of Virginia

Friday March 18, 2022 9:00am - 10:00am EDT
Holley IV

IT Service Management

10:15am EDT

Self-Service Servers Portal

A web portal for customers to request virtual machines with automatic delivery. A ServiceNow frontend with Jenkins, Terraform, and Python in the backend. We'll cover the project goals, design, technical implementation details, lessons learned, and our roadmap for additional features.

Speakers

James Tate

Cloud Architect, Old Dominion University

ODU's Cloud Architect with a background in network engineering, services, and automation. I also have experience in software development and Linux administration. I've been with ODU for about 9 years.

John Pratt

Director Research and Cloud Computing, Old Dominion University

SSSPP shared pptx

Friday March 18, 2022 10:15am - 11:15am EDT
Holley IV

Infrastructure IT Service Management Security