Transforming IT Service Management for Increased Efficiency, Enhanced Productivity and Better User ExperienceJT Singh - West Chester University of Pennsylvania This session will delve into real-world success stories and actionable strategies from higher education leaders who have successfully transformed student support and streamlined operations with AI. The presenters will reflect on West Chester University's (WCU) journey from chaotic, fragmented help desks to a unified, user-centric service desk. They will share their experiences in implementing service management solutions and improving self-service, highlighting how shifting from traditional service-level agreement (SLA) metrics to an Experience Level Agreement (XLA) framework has driven more meaningful improvements in customer satisfaction and engagement. This model provides a structured approach to evaluate various aspects of IT service delivery, including processes, tools, and team performance. By using this model, organizations can identify their strengths and weaknesses, set realistic improvement goals, and track their progress over time. Participants will gain actionable strategies to enhance customer satisfaction and streamline the user experience within their organizations. The session will cover the use of the IT Service Assurance Maturity Model for self-assessment and goal-setting, emphasizing the limitations of relying solely on SLAs and operational metrics to measure performance. Additionally, the presenters will explore ongoing efforts to simplify the user experience and foster greater engagement with end users, including the use of conversational AI bots offering valuable insights for institutions looking to achieve similar improvements. Learning Objectives
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