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Friday, June 4 • 3:00pm - 3:50pm
CITM Track B: Fresh Service - The story behind outsourcing and for coming back in-house!

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Discuss the importance of understanding your vendor workflows, policies and procedures. Developing a detailed transition plan, including requirements gathering, dates and objectives. Discuss vendor selection process, including requirements, transition and post go-live activities. Discuss the importance of organizational buy in.

Georgetown University made the decision to transition its service center back “in house” to provide better service to our communities and also reduce overall cost. This session presents a journey of that transition.

We frequently hear these familiar refrains in relation to vendor transitions:

“How do I get my data” “I didn’t know they did it that way” “Can I get a true transition plan” "What does success look like"

avatar for Jacalyn Banks

Jacalyn Banks

Director for Service Management, Georgetown University
Jacalyn Banks is the Director for Service Management for Georgetown University Information Services, where she provides leadership, prioritization, and management for enterprise-level services and products, and directly manages functional areas providing direct IT customer support... Read More →
avatar for Travis Johnson

Travis Johnson

Director of Client Support Services, Georgetown University
Experienced Service management director with a demonstrated history of working in the information technology and services industry. Skilled in Analytics, Requirements Analysis, Technical Support, Team Building, and managing KPIs and SLAs. Strong information technology professional... Read More →

Friday June 4, 2021 3:00pm - 3:50pm EDT
Zoom Track B