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Session 404: When Two Become One: Successfully Consolidate and Create Service Desks

Thursday, April 11 at 10:15 AM

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IT support at the University of Michigan was historically decentralized, with multiple help desks across campus, causing redundancy and confusion. In an effort to reduce costs and provide better service, the two largest academic and two largest medical help desks merged. Easier said than done, merging support organizations proved to be a challenging task. Some of the issues that emerged included experience and cultural differences, conflicting policies and procedures, and disparate ticketing and knowledge repositories. Leaving any one of these aspects unaddressed could have resulted in failure.

In this session, learn about the processes the University used to successfully centralize its service desks, including:

  • Attack and plan, ensuring one is better than two
  • Decide what to keep, change and let go
  • Clearly communicate internally and externally
  • Create the right IT support organization culture
  • Monitor and measure to determine success
  • Identify continual process improvement

Jarrod Sandel

IT Service Desk Manager

Michigan Medicine

Jarrod Sandel has over 15 years of IT Service Delivery experience, including positions in Service Desk Leadership, Device Support, and Business Analysis. He holds an MBA from Eastern Michigan University, and is the Local Chapter Officer for Membership at HDI Motown. He is currently the IT Service Desk Manager for Michigan Medicine (formerly known as the University of Michigan Health System).

Erik Zempel

Sr Manager, Performance and Improvement Management

University of Michigan

Erik Zempel leads the Performance & Improvement Management team at Michigan Medicine, where he serves centralized IT by measuring and improving the ways in which work is executed to deliver services customers rely on. After two decades in various roles across IT, Erik understands the challenges faced by enterprise IT departments in meeting the demands of their customers. His passion for improvement has resulted in several successful large-scale organizational transformations throughout his career, and he has shared these stories at events nationwide, including Agile and Beyond, ServiceNow Knowledge, and the University of Michigan IT Symposium.