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:
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.