Support Services

HUIT's Approach to Service Management: ITIL Processes to Service Taxonomy, at Harvard IT Summit, Thursday, June 4, 2015

Over the last couple of years, HUIT has laid a service management foundation by implementing key ITIL processes. Building on that base, one of the organization’s top 2015 goals has been to continue improving its practices, with a particular focus on service taxonomy. Learn about HUIT’s efforts in this area and its collaboration with service owners to enhance delivery through self-service, the service catalog, communications, and more. Related materials (e.g., templates and guides) will be made available.

Speakers: Peter Baskette, Managing

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Fall Start Up 2014 Review, at Harvard Faculty Club, Thursday, October 2, 2014

Presenters: Peter Baskette, Managing Director, Support Services

Audience: HUIT extended leadership team & friends and family

Overview: Fall Start Up takes months, hundreds of staff, and thousands of hours. What is Fall Start Up and how did Harvard IT do in 2014?

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FAS Fall Startup 2014, at Smith Campus Center 561, Thursday, July 31, 2014

Presenters: Dianne Stronach, Practice Manager, Harvard College & Athletics; Kim Edelman, Senior Manager, Academic Platform Support; Chi-Man Lock, Director of Digital Video Services; Courtney Harwood, Director, Support Center

Audience: HUIT SLT members

Overview: High-level steps for how HUIT prepares for new and returning students in the fall.

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Delivering University Self-service for IT and Business Services, at 2014 Harvard IT Summit, Thursday, June 5, 2014

Presenters: Matthew Wollman, Information Technology Service Manager, Harvard University Information Technology

Audience: IT Summit attendees

Overview: How can Harvard better enable self-service requests for IT services, academic services or any service? Many systems across Harvard already have self-service capabilities. How can we unify these self-service capabilities? There is no centralized catalog of self-service requests for the University. How do faculty, staff, and students find self-service? How do we

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