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Lucas Friedrichsen

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Posted By Lucas Friedrichsen 07-03-2024 04:55:00 PM
Found In Egroup: IT Service Management
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Good day ITSM CG, In the past our IT organization has not assigned tickets to student employees, but we are looking to shift that in short order. Do you assign tickets to student employees or ask student employees to assign tickets to themselves? What if the student employee doesn't finish ...
Posted By Lucas Friedrichsen 04-23-2024 03:52:00 PM
Found In Egroup: IT Service Management
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Thanks Celisa! I would also like to see the presentation! Best, Lucas Friedrichsen (he, him, his), M.B.A ITSM Product Manager, Digital Transformation, Business Architecture Oregon State University | University Information and Technology | 541-737-8244
Posted By Lucas Friedrichsen 04-23-2024 12:46:00 PM
Found In Egroup: IT Service Management
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Good day ITSM CG, Hope you all are well. I am looking for a recommended resource (document, a video, diagrams, presentation file, etc.) that shows how the various service management practices relate and interact together at a high level to enable the service management practices ...
Posted By Lucas Friedrichsen 01-12-2024 11:14:00 AM
Found In Egroup: IT Service Management
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Good day! This is always a great topic! If you weren't aware, there is an EDUCAUSE Learning Labon this topic starting at the end of this month. That learning lab is titled "At Your Service! Defining Customer-Focused Services for ITSM/ESM" and is delivered by some of the authors of the ECAR ...
Posted By Lucas Friedrichsen 09-15-2023 10:57:00 AM
Found In Egroup: IT Service Management
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Hi all, apologies for the duplicate communication. I wanted to share this via email as the information in the calendar attachment on the event notification was hard to read, and the survey option was a bit hidden. Hope you all are well. Oregon State University is looking to improve the categorization ...
Posted By Lucas Friedrichsen 09-15-2023 10:33:53 AM
Found In Community: IT Service Management Events
Hope you all are well. Oregon State University is looking to improve the categorization of our tickets. As part of the journey I want to include the ITSM community to help inform our process, and help others learn! The meeting will be recorded and posted to the EDUCAUSE ITSM CG wiki when available. ...
Posted By Lucas Friedrichsen 07-13-2023 03:07:00 PM
Found In Egroup: IT Service Management
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Hi ITSM CG colleagues, Hope you are all well! Oregon State University is in the process of improving our Release Management practice. Does your institution have a Release Management Policy and/or Release Management Workflow you can share? Thanks in advance. Best, Lucas Friedrichsen ...
Posted By Lucas Friedrichsen 06-08-2023 08:06:00 AM
Found In Egroup: Data Governance Community Group
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This looks like a great session! Unfortunately, I have a conflict during the time I am unable to attend. In the event announcement I don't see that the session will be recorded and available for viewing later. Will the session be recorded? Best, Lucas Friedrichsen (he, him, his), M.B.A ...
Posted By Lucas Friedrichsen 04-12-2023 11:58:00 AM
Found In Egroup: IT Service Management
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All, Hope you all are doing well! On behalf of EDUCAUSE and the ITSM CG Steering Committee, I wanted to let you know / remind some of you, that the opportunity to submit a proposal to present at the EDUCAUSE annual conference. The deadline to submit that proposal is Monday April 17th, 2023. ...
Posted By Lucas Friedrichsen 10-21-2022 02:56:00 PM
Found In Egroup: IT Service Management
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Troy, InfoTech helped us with a Service Management workshop. It was a good experience and provided value. Best, Lucas Friedrichsen, ITSM Product Manager, IT Infrastructure Oregon State University | Information Services | 541-737-8244
Posted By Lucas Friedrichsen 10-17-2022 04:28:00 PM
Found In Egroup: IT Service Management
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The webpage about ITSM events at the EDUCAUSE 2022 conference is linked below! https://sites.google.com/view/itsm-denver2022/ Best, Lucas Friedrichsen, ITSM Product Manager, IT Infrastructure Oregon State University | Information Services | 541-737-8244
Posted By Lucas Friedrichsen 10-14-2022 04:15:00 PM
Found In Egroup: IT Service Management
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Dear Colleagues, The ITSM Community Group (CG) invites you to join us at the Educause Annual Conference. This year there are two ITSM CG sessions and one poster session available to you. All of these sessions fall on Wednesday October 26th. 10:15am -11:15am - CG Alley: ITSM CG - Located in the poster ...
Posted By Lucas Friedrichsen 09-06-2022 05:28:00 PM
Found In Egroup: IT Service Management
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ITSM CG Colleagues, Greetings. For those who are not members of the IT Accessibility CG, apologies for not sharing this session earlier. There is a great session tomorrow that you may be interested in. The info below is from Kyle Shachmut, one of the CG leads for the IT Accessibility community ...
Posted By Lucas Friedrichsen 09-02-2022 11:05:00 AM
Found In Egroup: IT Service Management
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David, thanks for sharing! I am also interested in the template. If you are comfortable sharing with the CG, you can upload the file to the community library here for people to access later and asynchronously. - https://connect.educause.edu/community-home/librarydocuments?communitykey=a4627651- ...
Posted By Lucas Friedrichsen 08-31-2022 09:37:00 AM
Found In Egroup: IT Service Management
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Dear ITSM Colleagues, On behalf of the ITSM Community Group (CG) Steering Committee, we would like to wish you a successful start of the academic year! The last few years have brought unexpected challenges that we have overcome, and there will be more challenges in the future. We are thankful for ...
Posted By Lucas Friedrichsen 07-14-2022 05:35:00 PM
Found In Egroup: IT Service Management
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@Chapman, Mark Apologies this took quite a while to share. I have uploaded our ESM Program Charter to the files library in the ITSM Community group, the file is linked below. https://connect.educause.edu/viewdocument/oregon-state-u-esm-program-charte?CommunityKey=a4627651-3603-4675-b809-23aacc9 ...
Posted By Lucas Friedrichsen 07-14-2022 05:31:26 PM
Found In Library: IT Service Management (ITSM)
Oregon State U - ESM Program Charter
Posted By Lucas Friedrichsen 07-11-2022 05:15:00 PM
Found In Egroup: IT Service Management
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All, Good day, hope you are all doing well. I have some questions about intake methods you offer to your customers for ticket/case creation. What methods do you provide your customers to submit tickets/cases? Email, phone, chat, portal, chatbot, in-person, etc. Do you prioritize one over the ...
Posted By Lucas Friedrichsen 06-29-2022 12:35:00 PM
Found In Egroup: IT Service Management
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I am sending this message on behalf of Mitch. The Open House session will have a delayed start, at 12:15pm PDT today. If people are interested, we can continue the conversation about XLA and experience management. Hope to see you at the Open House! Best, Lucas Friedrichsen (he, him, ...
Posted By Lucas Friedrichsen 06-10-2022 09:11:00 AM
Found In Egroup: IT Service Management
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JJ, thanks for sharing the ESM website. A slight correction to what JJ stated, our charter is for the Enterprise Service Management Program, not for a Service Management Office. I am working with colleagues at OSU to see what we can share from that document. Best, Lucas Friedrichsen (he, him, ...