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Thursday, March 15 • 4:15pm - 5:15pm
Request Fulfillment at UVA: Our Journey to Processes and Experience Improvement

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UVA's Request Fulfillment project, in support of the ITSM program, established a bold goal of improving transactional maturity and customer outcomes related to IT service requests.

This phase of our ITSM Program follows our Incident Management, Change Management, and Problem Management process deployments, and focused on all aspects of the request fulfillment cycle, from process definition and re-engineering, to tool selection and implementation.

This project transformed 100+ request transaction types from paper-based, email-based, and other ad-hoc/unstructured requests for ITS services into standardized and in many cases automated processes with designated fulfillment teams. The outcomes of the project are greater user satisfaction, improved service quality, and more efficient operations.

avatar for Shana Fabio

Shana Fabio

Strategic Projects & Initiatives Project Manager, University of Virginia
avatar for David Strite

David Strite

Assistant Vice President for User Experience and Engagement, University of Virginia

Thursday March 15, 2018 4:15pm - 5:15pm EDT