Enhancing IT Service Delivery in Higher Education
This course will introduce a structured approach using the Information Technology Infrastructure Library (ITIL) framework to manage technology services within higher education institutions. Participants will learn best practices for improving service delivery, aligning technology operations with institutional goals, and fostering a culture of continual improvement. The course covers key concepts such as service value streams, guiding principles for decision-making, and essential practices for managing incidents, changes, and service levels. Practical strategies for applying these principles in day-to-day work will be emphasized, along with tools for measuring success and driving operational efficiency
Learning Objectives:
Those who complete this course should be able to:
- Learn the language and methodology of ITIL in order to recognize its value and how it applies to everyday work (ROI/Continuous Improvement);
- Understand the Service Value Stream
- Be aware of the 34 Processes and Practices of ITIL
- Diagram of All the Practices
- Identify the following fundamental 7 Practices of ITIL and where each of them sits in the Service Value Stream (IO process)
· Incident Management
· Request Fulfillment
· Change Control
· Knowledge Management
· Monitoring and Event Management
· Problem Management
· Continuous Improvement
· Understand Service Level Management (SLA/OLA/Contracts)
· Understand Service Metrics/KPIs - Know how to create a culture of ITIL in your IT organization
- Connect ITIL practices to your role and job functions in your day-to-day
work; What you are already doing and using for tools and how it fits into
ITIL
Target Audience:
Primary: IT leaders, managers, and staff responsible for service delivery, operations, and
support.
Secondary: Campus professionals in finance, vendor management, and administrative
roles who interact with technology services.
Ideal for: Individuals seeking to improve collaboration, streamline processes, and
enhance the value of technology services across the institution
Program Completion Requirements:
text
Course Details:
text
Meet the Instructors:
Neel Shimpi BDS, MM, PhD, FAAOSH, FAMIA
Dr. Neel Shimpi brings more than 15 years of experience in Biomedical and Healthcare Informatics, with a strong focus on applying artificial intelligence tools across healthcare systems. As an educator with over a decade of teaching experience in healthcare informatics and IT service management, she combines technical expertise with a passion for accessible, scenario‑based learning. Her areas of specialization include ITIL4 service workflows, interoperability standards, and technology‑enabled healthcare systems.
She has held influential leadership roles at the American Dental Association, serving as Senior Scientist for Artificial Intelligence and Digital Measurement, Director of the Clinical Data Registry and the Dental Quality Alliance, and HIPAA Compliance Officer. In these positions, Dr. Shimpi advanced data‑driven initiatives, strengthened digital quality measurement, ensured regulatory integrity, and mentored students in informatics research.
Previously, as a tenure‑track Biomedical Informatics Scientist at the Marshfield Clinic Research Institute in Wisconsin, she conducted clinical and translational research exploring the interrelationship between oral and systemic health. Her work included integrating medical and dental data, developing interface terminologies for integrated Electronic Health Records (iEHR), and leading dental quality improvement initiatives.
Dr. Shimpi earned her PhD in Biomedical and Health Informatics from the University of Wisconsin–Milwaukee, a Master’s degree in Healthcare Management with a concentration in Informatics from Cambridge College of Management, Massachusetts, and a Bachelor of Dental Surgery from India. Widely published, she has authored more than 60 peer‑reviewed papers and book chapters in national and international venues.
As course instructor, Dr. Shimpi brings a warm, engaging teaching style and a focus on practical application, helping participants connect ITIL4 principles to real higher‑education environments and strengthen technology service delivery.
Course Pricing:
Group Discounts Available
Additional discounts are available to groups of the following size attending the same program:
- 5-9 people = 10% discount
- 10-19 people = 15% discount
- 20-29 people = 20% discount
Please send your request to cpdinfo@suny.edu at least 30 days prior to the start of the course/program.
How to Pay
Payment Terms
- Full payment is required within 30 days of registration. If the campus intends to cover the registration fee, prior approval must be obtained; otherwise, the registrant remains responsible for payment should the selected method be denied.
- Completion badges will not be issued until full payment has been received.
FULL payment is required 30 days from the date of registration. If the campus denies the selected payment method, the registrant will be responsible for payment.
Cancel/Drop Period
Registrants must utilize the course cancellation form (linked in the registration confirmation email) to be officially cancelled from the program.
- If you registered for all of the program courses to receive a full refund you MUST cancel no later than the end of the first week (Sunday) of EACH course.
- For multi-course registrations that include a discounted rate, cancellation will result in forfeiture of the discount, and standard course fees will apply.
No Shows
Programs have limited space and tend to fill to capacity. Individuals registered have reserved a space in the program. Registrants who do not attend will be charged the full registration fee. Refunds will not be issued for any registrationin which a no show occurs,and written cancellation was not received prior to the event.
Click to view SUNY CPD Terms & Conditions Policy.
Click to view SUNY Refund Policy.
Registration:
Registration coming soon.
Contact Us
Questions? Email cpdinfo@suny.edu or call 315-214-2440. To ensure your inquiry reaches the appropriate team, please include the program name in your message.