HDI Philly: May 2024 Chapter Meeting

Join us for an enlightening event where industry experts delve into the realms of organizational change management and maximizing IT Service Management (ITSM) team performance. In an era defined by rapid technological advancements and evolving business landscapes, understanding how to navigate change effectively and harness the full potential of IT teams is paramount. Our esteemed speakers will share invaluable insights, strategies, and best practices to equip you with the knowledge and tools needed to drive successful transformations and optimize IT service delivery. Don't miss this opportunity to gain actionable wisdom and network with fellow professionals at the forefront of change management and ITSM excellence.

Event will begin with Lunch and Networking

Mike Fuson, Senior Solution Architect, Excalibur Data Systems

Bio: Mike Fuson is a veteran of multiple IT Service Management (ITSM)/Enterprise Service Management (ESM) toolsets and associated IT technologies. He has spent 25+ years working with customers to leverage their toolsets and technology to improve their processes. Mike has served in all roles in IT, from a Service Tech Technician to CIO. When Mike isn’t thinking about IT, you will find him camping, rock climbing, or SCUBA diving with his family and the scouts from his Boy Scout Troop.
 

Topic: Organization Change Management
 

Abstract: We will then dive into organizational change management, looking into what your companies are currently doing, what makes companies ill-prepared, and how to help manage those from your position. We will look at angles of attack such as personnel, process, and technology.

Walk away with a better understanding of:

• The requirements of organizational change management
• Strategies for managing and delivering organizational change
• Communication techniques for effective organizational change

Paul Gargiulo, Director of EdTech & User Services, West Chester University
Michael Thomas, Assistant Director of EdTech & User Services
 

Bios: 

Paul is an IT organizational leader with 20+ years in Higher Education developing customer-centric IT Service Desks and broadening the use of technology in academic settings. He served as the team lead through West Chester University’s ServiceNow IT Service Management implementation and has managed other complex implementations such as WCU’s video streaming platform, Panopto, and Learning Management System, Brightspace by D2L. Paul is an experienced presenter discussing digital transformation, data-driven decision making, and ITSM best practices.
 

Mike is an IT Customer Experience Manager who excels at developing and implementing customer service strategies in fast-paced environments. Extensive experience with IT management and customer service.  In-depth understanding of how best practices, Continuous Improvements (CI), and well-trained staff work together to drive technology solutions, strengthen organizational culture and enhance team performance.
Topic: Chasing Zero: How WCU Optimized ITSM to Maximize Team Pe
 

Abstract: In this session, Michael Thoms, Paul Gargiulo, and JT Singh will share insights and lessons learned from West Chester University's transformation from multiple help desks in a chaotic state to a single, managed, user-centric, and forward-thinking service desk. They'll provide a direct overview of WCU's implementation of its service management solution and discuss the key strategies that improved self-service and drove down MTTR. They'll also address how they used the IT Service Assurance Maturity Model for self-assessment and goal-setting, leveraged a shift-left strategy to maximize their teams, and utilized data analytics to identify performance gaps. Attendees will learn how they can replicate those successes using streamline business workflows, improved end-user experiences, and reliable reporting to make impactful, data-driven business decisions.