Change Management and Business Process Reengineering

ITIL, the Information Technology Infrastructure Library, is a process-based framework for more effectively managing IT services. Although just emergent in higher education, it has been widely adopted in industry. It is surprisingly well-suited to higher education. This session will introduce ITIL and serves as a companion to another session describing Yale's experience implementing ITIL.

Florida State University has used business intelligence to reengineer much of our admissions processes, including decision processing, back-office workflow, data auditing, and reporting. Leveraging data gives us a strategic advantage in managing head count, quality, and diversity. We will discuss data uses, as well as organizational and process change.

The impact of Hurricanes Katrina and Rita on LSU was life altering. The reinvention of an information systems unit that had seen little rapid change in 20 years took on a new sense of urgency. This presentation will describe the imperative and the approach to changing administrative computing at LSU.

Developing online courses in a traditional academic department requires sensitive management of the change process.