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Resource Center

IT Service Management Functional Collaborative

In 2017, EAB’s IT Strategy Advisory Services launched our Functional Collaborative on IT Service Management. About 50 service management leaders came together to discuss and seek advice about how to expand a service mindset to IT staff not specifically tasked with service management and how to handle an expanding services portfolio with flat or declining budgets.

Below, browse all of the resources that emerged from our discussions with IT leaders across North America. You’ll find resources on the top 10 up-at-night issues for IT service management leaders, an on-demand video from our panel with two members from IT Strategy Advisory Services, and research on extending the student IT workforce.

Research Briefs

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Research Report

The Top 10 Most Pressing IT Service Management Issues

After dozens of conversations with IT service management leaders across North America, we compiled the top 10 "up-at-night"…
IT Strategy Advisory Services
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Research Report

Reducing Cycle Time Between Need and Solution

This report profiles the strategies that progressive institutions are deploying to gain foresight into end users’ technology needs…
IT Strategy Advisory Services
Student onboarding
Research Report

Extending the Student IT Workforce

This report profiles the strategies that progressive institutions are using to increase the productivity of student workers and…
IT Strategy Advisory Services

On-Demand Webconferences

IT Strategy Advisory Services Panel on Service Management Systems

This on-demand webconference profiles two member institutions who have selected, implemented, and adopted service management systems. They answer participant questions related to their experiences with these platforms.

Watch the Recording

Toolkit

Communicate IT Solutions to Expand Stakeholder Self-Service

Use this guide when creating or updating your institution’s IT service catalog. It will help you articulate the services offered to constituents within and beyond the institution and identify metrics for service provision and service level agreements with campus consumers.

Download the Toolkit

This resource requires EAB partnership access to view.

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Learn how you can get access to this resource as well as hands-on support from our experts through IT Strategy Advisory Services.

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