Servitizing the IS/IT Curricula

Workshop #1
Servitizing IS/IT Curricula: Don't Obliterate, Innovate:
A Tutorial on Introducing IT Service Management to IS/IT/MIS/CS Curricula
 
Sue Conger
Director, IT and IT Service Management Programs
Graduate School of Management
University of Dallas
Irving, TX
 
Services are organizational capabilities for providing value to customers in the form of an experience.  The topic is important because services now account for the majority of jobs in the global economy and over 90% in the U.S.  Yet, companies, and in particular, IT organizations, struggle with what it means to offer services and how best to organize to develop them.
The objective of this session is to define the context the current state of IT, motivation for change, a discussion of the relationship and differences between processes and services, a description of IT services based on ITIL v3[1] and their requirements.  Then, the main focus of the session is a look at each course in the typical MIS curriculum and discussion of how they can be servitized as a first step to introducing services in the curriculum.
Attendees of this session should come away with the following:

  •  An understanding the differences and relationship between processes and services
  •  An understanding of both overall services integration in an organization and the process for developing services.
  •  How to introduce services into the Introductory MIS, Systems Analysis and Design, Telecommunications Intro, Operating Systems Intro, Programming, Database, and Managing the IS Function courses.
  •  The potential for specific new services-related courses.

 
                                                                                  
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Biography:  Dr. Sue Conger
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Sue A. Conger is an Associate Professor in the College of Business at the University of Dallas. She received his B.S. in Psychology, Criminology and Sociology from Ohio State University, MBA in Finance and Cost Accounting from Rutgers University, and a Ph.D. in Computer and Information Systems from the New York University. Sue has also taught previously at the Georgia State University, Baruch College, CUNY, and Southern Methodist University and has been visiting faculty at the Technologica de Monterrey in Mexico City. 
 
Sue's research focuses on IT Service Management, privacy/security, are emerging technologies and innovative uses of IT in organizations.   She has published over 20 research papers and spoken at over 70 conferences.  Professor Conger is the Vice President of Special Interest Groups (SIGs) and Chapters for the Association of Information Systems (AIS), President of special interest group on IT Services (AIS SIGSVC), serves on the national Academic Executive Committee for the ITSMF-USA and the steering committee for the Dallas LIG. She has managed the ITSMF-USA Relationship Subcommittee, and hosted three ITSMF-USA Academic Forums. She now serves as Research Committee Chair. 
 
Dr. Conger is on six editorial boards and the program and planning committees for several conferences.  She is the author of three books (The New Software Engineering (available free at http://globaltext.terry.uga.edu/userfiles/pdf/New%20Software%20Engineering.pdf) and Planning and Designing Effective Web Sites (1997), and is publishing Process Mapping & Management, BE Press, Forthcoming, 2010) and is working on a book on IT Service Management.

[1] IT Infrastructure Library, a product of the UK Government's Office of General Commerce (OGC), 2007.