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Lucas Friedrichsen

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RE: Request for recommendation - documentation/video on how service management practices relate to each other

Posted By Lucas Friedrichsen 04-23-2024 03:52:05 PM
Found In Egroup: IT Service Management \ view thread
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

Request for recommendation - documentation/video on how service management practices relate to each other

Posted By Lucas Friedrichsen 04-23-2024 12:46:00 PM
Found In Egroup: IT Service Management \ view thread
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 and business ...

RE: Service models / service (de)composition

Posted By Lucas Friedrichsen 01-12-2024 11:14:24 AM
Found In Egroup: IT Service Management \ view thread
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 Service ...

Pop-up session - Ticket categorization - Monday September 18th, 2023 - 10-11am Pacific

Posted By Lucas Friedrichsen 09-15-2023 10:57:00 AM
Found In Egroup: IT Service Management \ view thread
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 ...

Pop-up session - Ticket 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. ...

Release Management - policy and workflow you can share?

Posted By Lucas Friedrichsen 07-13-2023 03:07:00 PM
Found In Egroup: IT Service Management \ view thread
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 (he, ...

RE: Special Event on Person Data Models - Next Thursday, June 15th at 2 pm (EST)

Posted By Lucas Friedrichsen 06-08-2023 08:06:26 AM
Found In Egroup: Data Governance Community Group \ view thread
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 ITSM ...

EDUCAUSE annual conference - Call for Proposals deadline coming up! - April 17th, 2023

Posted By Lucas Friedrichsen 04-12-2023 11:57:44 AM
Found In Egroup: IT Service Management \ view thread
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. From ...

RE: SMO Charter

Posted By Lucas Friedrichsen 10-21-2022 02:56:18 PM
Found In Egroup: IT Service Management \ view thread
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

RE: EDUCAUSE 22 conference - ITSM CG events and ways to connect

Posted By Lucas Friedrichsen 10-17-2022 04:27:30 PM
Found In Egroup: IT Service Management \ view thread
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

EDUCAUSE 22 conference - ITSM CG events and ways to connect

Posted By Lucas Friedrichsen 10-14-2022 04:14:44 PM
Found In Egroup: IT Service Management \ view thread
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 ...

Cross posting - IT Accessibility CG session - September 7th, 2022 - "Discussing Digital Accessibility with the Office for Civil Rights"

Posted By Lucas Friedrichsen 09-06-2022 05:27:34 PM
Found In Egroup: IT Service Management \ view thread
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 ...

RE: Change Management - Post Implementation Review of Emergency Changes

Posted By Lucas Friedrichsen 09-02-2022 11:04:53 AM
Found In Egroup: IT Service Management \ view thread
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=a4627651-36 ...

Wishing you a successful start of the academic year!

Posted By Lucas Friedrichsen 08-31-2022 09:36:43 AM
Found In Egroup: IT Service Management \ view thread
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 ...

RE: SMO Charter

Posted By Lucas Friedrichsen 07-14-2022 05:35:05 PM
Found In Egroup: IT Service Management \ view thread
@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-b809-23aacc956 ...

Oregon State U - ESM Program Charter

Posted By Lucas Friedrichsen 07-14-2022 05:31:26 PM
Found In Library: IT Service Management (ITSM)
Oregon State U - ESM Program Charter

Intake methods for tickets/cases

Posted By Lucas Friedrichsen 07-11-2022 05:14:55 PM
Found In Egroup: IT Service Management \ view thread
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 other? ...

RE: June ITSM Open House - West Coast Edition 6/29 @12pm PDT

Posted By Lucas Friedrichsen 06-29-2022 12:35:10 PM
Found In Egroup: IT Service Management \ view thread
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, his) ...

RE: SMO Charter

Posted By Lucas Friedrichsen 06-10-2022 09:10:48 AM
Found In Egroup: IT Service Management \ view thread
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, his) ...

RE: ticket Classification question

Posted By Lucas Friedrichsen 05-03-2022 04:37:58 PM
Found In Egroup: IT Service Management \ view thread
Becky, I agree! Lucas Friedrichsen (he, him, his) ITSM Product Manager, Business Architecture Oregon State University | University Information and Technology | 541-737-8244