The End User Experience team is launching a new IT Service Management (ITSM) Roundtable Series, inviting WashU IT staff to take a seat at the table.
The series is designed for anyone interested in reducing friction, improving collaboration, minimizing risk, or enhancing support for university customers.
Kickoff: April 24 at 2 p.m.
Session 1: What Is IT Service Management?
The roundtables will continue the fourth Friday of every month at 2 p.m., with each 45-minute session offering practical insights that participants can immediately apply in their work.
Upcoming topics include:
- May 22: Change enablement
- June 26: Knowledge management
All members of WashU IT are welcome to attend.
Why attend?
The series emphasizes that ITSM is more than theory — it is how WashU IT delivers better outcomes every day. Each session provides participants with a clearer understanding of how IT practices connect, how individual roles contribute to broader objectives, and how the team collectively improves service delivery for customers and stakeholders.
Key takeaways include:
- IT Service Management: How ITSM at WashU creates a consistent, value-driven approach to supporting the university community while improving collaboration, transparency and efficiency across teams.
- Change enablement: How the ITIL Change Enablement practice provides oversight while fostering collaboration, reducing risk, preventing disruption and improving customer outcomes.
- Knowledge management: How ITIL Knowledge Management strengthens customer service, leverages user-generated content for faster incident resolution, and builds a foundation for future AI-enabled capabilities.
“IT Service Management is about more than processes — it’s about how teams work together to deliver meaningful, reliable services to the campus community,” said Michelle Stirnemann, Senior Director of IT End User Experience. “These roundtables create space for shared learning and alignment, helping WashU IT elevate the customer experience while positioning the organization for the future.”
The sessions are relevant for staff in customer-facing, technical, strategic or operational roles, offering ways to work smarter, reduce friction and contribute to a stronger, more unified service model.
Participants are encouraged to join the roundtables, bring questions and be part of shaping how WashU IT delivers excellence.