Teaching Elephants to Dance: Innovating IT Service Management in an Academic Library

Abstract

Colin Watt, Information Systems Manager, University of Edinburgh.

Teaching elephants to dance is never easy, but innovation is crucial for organizations to prosper—even in good times. This session will outline using techniques from the Prince2 and ITIL frameworks to align IT to the organizational strategy and address common challenges such as: understanding the total cost of providing IT-based services, moving projects to sustainable supported services, continual service improvement, and defining exactly what service level agreements are. The session will include case studies discussing benefits of the ITIL approach to achieve tangible “quick wins” as well as changes in organizational culture.