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Wednesday, March 15 • 9:00am - 10:00am
An Adventure in ITSM

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Join Mason as we examine the past year’s adventure in bringing our ITSM Tool (EasyVista) from selection to production. This is a continuation of the series. Slated to go into production in January 2017, Mason ITS has worked hard to make everything happen quickly, quietly, and efficiently as possible. We’ll discuss how we worked to bring groups using 3 different ticketing systems (SDE, Pinnacle, and Serena Business Manager) onto a common platform, performed user testing, and changed from system to service oriented focus, all while also coordinating with a Website overhaul.
Speakers
RA

Randy Anderson

Director IT Process & Planning, George Mason University
Randy Anderson is the Director of IT Process and Planning at George Mason University. He and his team are leading an IT Service Management program which focuses on service process analysis and improvement.
AG

Ann Gerwitz

ITS Process Coordinator, George Mason University
DR

David Robertson

Business Analyst, George Mason University
David, also known as DRob, started at George Mason in 2005 as Manager of Network Engineering. His career path moved him into a Service Delivery Manger role for Network Engineering & Technology, and has since become a Business Process Analyst for Information Technology Services as... Read More →

Adventures in ITSM pptx
Wednesday March 15, 2017 9:00am - 10:00am EDT
Holley I/II
  Support
  • Session Sponsored by: George Mason University

Attendees (23)