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NERCOMP EVENT
Controlling a World of Chaos: Deploying IT Change Management in Higher Education
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Identified by EDUCAUSE as one of the Top 10 Current Issues for 2008, change management is both a sore point and an opportunity for higher education IT organizations. Learn how Northeastern University and other universities have deployed change management using ITIL best practices. Understand the organizational barriers IT organizations must overcome in adopting change management. Network with other participants for sharing approaches and successes. Participants will walk away with templates and best practices to get change management started in their organizations.
Workshop Organizer/Host: Beth-Anne Sullivan of Northeastern University
Date/Time:
Wednesday, November 12, 2008
9:00am - 3:00pm
Registration begins at 8:00am
Location:
UMASS Amherst
Campus Center
First Floor
Amherst, MA
Click
Here for a Map
Click Here for Directions
Special instructions:
Getting to the Campus Center Parking Garage… From Massachusetts Avenue (after exiting from Route 116) At the second set of lights turn left onto Commonwealth Avenue – Boyden Gymnasium is on the corner of Commonwealth & Massachusetts Avenues. At the next set of lights turn right onto Campus Center Way and proceed up Campus Center Way – The entrance to the Campus Center Parking Garage is at the top of the hill on the right.
Parking is available in the Campus Center Garage, pick up your parking pass at the registration desk and pay $5 when leaving.
Park on the 2nd floor of the parking garage and walk thru the hallway into the Student Center and go down to the first floor.
Pricing:
NERCOMP Members: $109
Non-Members: $234
By clicking on the "Register" button below, you are indicating a commitment to attend and will be held responsible for the registration fee.
Your fee can be refunded if you notify us of a cancellation at least 8 days prior to the event via email to nercomp@nercomp.org.
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Additional Information
Event Schedule:
8:00am - 9:00am Registration and Coffee
9:00am - 10:00am An Introduction to Change Management and Complementary Frameworks
Presenter: Beth-Anne Sullivan, Director, Project & Service Management Office,
Northeastern University
During this presentation, attendees will gain an initial understanding of the basics of IT change management and what it can do for your organization. Learn how change management fits within the ITIL framework and
10:00am - 10:15am Break
10:15am - 11:45am Case Study: Implementing Change Management at Northeastern University
Presenter: Kendra Seeman, Service Management Consultant, Northeastern University
Northeastern’s Change Manager, Kendra Seeman, will provide an overview of NU’s current change management process. Specific topics will include:
• A timeline of events leading to the implementation of change management,
• An overview of the process logistics,
• Roles and responsibilities of those involved in change management
• Templates you can bring back to your institution.
11:45am - 12:45pm Lunch
12:45pm - 1:45pm Panel Discussion: Overcoming Organizational Barriers to Change Management
Facilitator:
Beth-Anne Sullivan, Director, Project & Service Management Office, Northeastern University
Panel Members:
Suzanne Barnes, Director, IS Customer Services, Northeastern University
Kendra Seeman, Service Management Consultant, Northeastern University
Robert Whelan, Director, IS Network Services, Northeastern University
This interactive panel discussion will provide participants with the opportunity to ask questions and seek advice from the Northeastern team. Learn what the team would do differently as well as ideas that made the program successful. Panelists represent the various points of view of IT staff including customer services, technical staff, the Change Manager and the change management executive sponsor.
1:45pm - 2:00pm Break
2:00pm - 3:00pm Break Out Discussions on Change Management
Learn from other participants about where their organization currently stands on change management. Participants will break out into guided discussion groups to learn more about other institutions’ change management processes, organization challenges and tools. The goal of this activity is to create an ongoing network of colleagues that can be called on after the workshop is completed.
3:00pm End
Speaker:
Beth-Anne (Dancause) Sullivan
Beth-Anne (Dancause) Sullivan is the Director of the IT Project & Service Management Office at Northeastern University in Boston, MA. Her team of 5 Project & Service Management Consultants is responsible for project management activities including project intake/business analysis, project scheduling, tracking and communication for a portfolio of IS projects. Beth-Anne was involved in the development and execution of the “Murphy model”, developed by Northeastern as a tool to inform project prioritization and selection. She is also responsible for the division's process and service management initiatives including the deployment of IT Services CMM and ITIL best practices. Beth-Anne’s past projects have included the division’s knowledge management implementation, data warehousing initiatives and several portal service projects.
Prior to joining Northeastern in 2001, Beth-Anne was a technical trainer for PricewaterhouseCoopers MCS in Tampa, FL and worked as an EDI coordinator for The Gillette Company in Boston, MA. She holds a Bachelor’s Degree in management information systems and her MBA from Northeastern University. She earned her ITIL v3 Foundations Certificate and is currently pursuing PMP certification.
Speaker:
Kendra Seaman
Kendra Seaman started with Northeastern University's Information Services (IS) department, specifically their Project and Service Management Office (PSMO) in October 2007. Her primary responsibilities are developing and introducing a change management model into IS, creating an IS Service Catalog, and developing SLAs to support our service catalog. Before coming to Northeastern, she started as a Technical Support Engineer fielding customer requests and issues working her way up to managing a team of Engineers for PTC (Needham, MA), a high end 3D CAD software company. Later Kendra worked as a Program Manager for TechTeam Global (Southfield, MI hq), a company focused on providing IT outsourcing services, managing help desk and desktop teams. Over the last 5 years Kendra has participated in ISO and ITIL training and procedural development, receiving her ITIL Foundation v2 and v3 certification and is currently enrolled in one of Northeastern's graduate programs working to obtain my Master's in Project Management.
Speaker:
Suzanne Barnes
Suzanne Barnes is the Director of Information Services Customer Services for Northeastern University, responsible for providing support to seven undergraduate colleges, nine graduate and professional schools, two part-time undergraduate divisions, and several continuing and special education institutions spread over thirty-seven buildings, multiple Residence Halls, and several remote locations. The Customer Services department delivers centralized, integrated end-user computer and information technology support and manages cross-functional project launches in support of the University's goals and objectives. Suzanne’s team provides ResNet services to 7500 students, Tier I and Tier II troubleshooting, desktop, media, and ACD support, as well as Information Technology training and knowledge base services to Northeastern’s faculty, staff and students, coupled with 7 X 24 Service Desk support.
Suzanne holds both a Graduate and Undergraduate degrees in Computer Science and has recently obtained ITIL V3 certification. She belongs to multiple professional organizations and has been recognized by the Smithsonian Institution for her network designs in the medical arena. Suzanne’s Information Technology experience spans several business sectors including Medical, Manufacturing and Engineering, Insurance, and more recently, as the Vice President and CIO of a billion plus privately held firm in Boston.
Related Media Files:
Change Management Case Study - Northeastern University.ppt
Change Management for NERCOMP.ppt
Contact Information:
Lisa DiMauro
860-345-2081
ldimauro@nercomp.org
Hotel Information:
Rooms are available at the Campus Center Hotel located right on campus.
Rooms are reserved under Block Number NER11C, the rate is $82 per night. The room block will be released on October 28.
Call the hotel directly at: 1-413-549-6000 ext. 7714.
For additional information go to:
http://www.aux.umass.edu/hotel/
Technical Requirements:
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NERCOMP reserves the right to use any photographs or other mechanical recordings taken at NERCOMP events in promotional materials.
No mechanical recordings of any kind may be used at NERCOMP events without the prior written consent of NERCOMP organizers and presenters.
The views and opinions expressed at NERCOMP events do not necessarily reflect those of NERCOMP, nor does NERCOMP make any representation regarding the information presented at NERCOMP events.
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EDUCAUSE
Read more about our affiliate organization, EDUCAUSE
and how we all work together to further the cause of using technology to
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Wednesday, March 10, 2010
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