Breakout Session

Publishing a Service Catalog with SLAs for the Benefit of Your Users

Track: User Services

Breakout VI
Friday, 12:00 – 12:55 pm

Abstract
At NJIT we are working continually to apply ITSM best practices by following the ITIL 2011 framework. ITIL first requires the IT organization identify the services provided and understand their benefit to the university. This is best accomplished by creating and publishing a Service Catalog. Using a modern IT Service Management package, our service catalog will be tied directly into our incident and problem management and request fulfillment processes. Users will be able to see and review the services we provide, and understand the SLAs for each.

Phil Stickna
Supervisor

Co-Presenters
Blake Haggerty
Anthony Farber
New Jersey Institute of Technology

Bio
Phil Stickna is the Supervisor for the Computer Maintenance Facility (CMF) at the New Jersey Institute of Technology (NJIT), a position he’s held since 2008. His leadership and guidance throughout the years has transformed the CMF group into a customer-focused service center, capable of handling both daily technology support requests and high-impact campus-wide projects. In 2013, Phil served as the interim Assistant Director of User Services for Academic Computing Services. Phil used this opportunity to enhance the end-user experience with the Helpdesk and build a closer relationship between the CMF and Helpdesk groups.

Blake is the Director of the Technology Support Center as well as an adjunct instructor for the Technical Communication and Humanities department.

Anthony Farber is the Supervisor for the IST HelpDesk at NJIT.