“Stop Putting Out Fires, Start Providing Solutions” Chris Wiggins UCCS/ Cherwell Jerry Wilson UCCS Chris has developed CSM beyond IT, including facilities management, student tracking, course approval and several other projects. Chris graduated from UCCS with a Bachelors of Science in IT and a minor in Economics. As the UCCS CIO, he is responsible for IT units which support enterprise applications, enterprise data, research support, teaching and learning, user support, infrastructure, communications, and information security.
Are you looking to expand Cherwell Service Management beyond your IT department and don’t know where to start? The University of Colorado Colorado Springs (UCCS) is developing a multidimensional solution to improve customer service. This session covers getting started in the process, engaging departments, motivating resistors, meeting the needs of individual departments while maintaining a core set of requirements, and lessons learned along the way. In partnership with Cherwell Software, the UCCS IT department is providing value back to the university, not just reacting to the next fire.
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1. Stop Putting Out Fires, Start Providing Solutions Chris
Wiggins UCCS/Cherwell Jerry Wilson UCCS Chris has developed CSM
beyond IT, including facilities management, student tracking,
course approval and several other projects. Chris graduated from
UCCS with a Bachelors of Science in IT and a minor in Economics. As
the UCCS CIO, he is responsible for IT units which support
enterprise applications, enterprise data, research support,
teaching and learning, user support, infrastructure,
communications, and information security.
2. Stop Putting Out Fires Start Providing Solutions Session 502
Jerry Wilson - UCCS Chris Wiggins UCCS/Cherwell Software University
of Colorado Colorado Springs (UCCS) 3. About UCCS Student Body =
11,000 + Faculty& Staff = 1,800 + 4. Create a Unified Solution
Across the Enterprise Improve Customer Satisfaction and Relations
Create an Environment with Knowledgeable Helpful Staff Mission 5.
Customers bounced from department to departmentInconsistent answers
and solutionsDepartments have isolated view across the enterprise
Challenges 6. UCCS Student 7. The Goal 8. Beyond IT Student
Tracking &Inquiry Course Approval CRM Facilities Mgt. Travel
& Purchase Requests 9. How we got here Find a Champion Solve an
Immediate Need Create a Buzz 10. Our Champion on Campus 11. How we
got here Find a Champion Solve an Immediate Need Create a Buzz 12.
How we got here Find a Champion Solve an Immediate Need Create a
Buzz 13. Engaging Departments Its not about the Docs and Forms its
about the data Its about the process 14. How We Did This 15.
UCCS/Cherwell Partnership 16. UCCS & Cherwell Why a Partnership
What are the Benefits of Working Together How to Ensure the
Partnership Benefits Both Parties 17. Partnership Setting
Parameters Leadership on Board Setting Goals Defining Outcomes 18.
Something for Nothing Mindset Departments Operate like individual
businesses Lots of Data Now What? Challenges 19. Scope Creep 20.
Results Increased Applications and inquiries Elimination of PDF
forms Departments communicating 21. Getting Started Start small
Find Common Grounds Find a Champion outside of IT 22. Thank you for
attending this session! Please fill out an evaluation form
