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The changing face of ITSM
What the future holds for ITSM in many ways is unknown, thanks to the rate of change relative to business operations, customer expectations and technology advancement.

The 7th University IT Service Strategy & Challenges conference is here to help you excel in this rapidly changing IT service delivery and support world, by enabling you to uncover the future challenges and opportunities facing your organisation. Disrupt how you think about ITSM, make change BAU and position IT as a driver of change to deliver service quality excellence.

Benefits of attending
  • Understand disruptive technologies & the impact to ITSM
  • Embed continual service improvement as the day to day to prevent change fatigue
  • Learn how to develop & maintain effective partnerships to deliver exceptional support services
  • Re-think your ITSM model to improve the quality of service IT provides
  • Upskill, develop & grow your team to prepare them for how roles are changing
  • Improve your customers’ relationship with the service desk
Who will attend?
Tertiary Education providers with the following roles & responsibilities:
  • Chief Information Officer
  • Chief Technology Officer
  • Chief Digital Officer
  • Information Technology Heads
  • Director of ITS
  • Director of Client Services
  • Director of Service Delivery

Benefits of attending

  • Learn how to harness evolving technology & keep pace with business change
  • Re-think your ITSM model to improve service quality
  • Build the skills & capability of your ITS team
  • Ensure your strategy is client centred & fit for purpose

Key Speakers

Feisar Joya
Associate Director - Client Services
Flinders University
Dr Lizzie Valentine
Chief Information Officer
Massey University, NZ
Lindsay MacDonald
Chief of Staff to the CIO
Monash University


What People Are Saying

  • “The ITS Strategy & Challenges Conference continually delivers a brilliant opportunity for University professionals of all levels to gain insight into current and future trends and to further develop themselves, their team and their business as a whole. The community of regular attendees are open, honest, encouraging and always willing to share lessons and ideas.”

    Trevor Petrie
    La Trobe University & 2019 conference attendee


  • Date: 18 Jul 2019  By: Criterion Content Team

    Universities are facing increasing pressure with growing student numbers, undertaking digital transformation and protecting sensitive information.  An attack on a major Australian university last month compromised the details of approximately 200,000 people. The unauthorised access dates back 19 years but was only detected in June this year.  The Vice-Chancellor said there was unauthorised access to significant …

  • Date: 9 Nov 2018  By: Ash Natesh

    Criterion Conference’s 5th University IT Service Strategy & Challenges conference ran in Melbourne over the 24th & 25th October. Five years into the series, the 2018 event brought together some familiar faces –  and welcomed some fresh ones too. One of the most consistent themes throughout the course of the 2 days was the importance …

  • Date: 1 Aug 2018  By: Patricia McMillan

    If you’re leading a digital transformation program or any kind of change, you know that one of the first things you need to do is gain support for the idea. You need to get a critical mass of key people to recognise that there’s a need to do things differently.  John Kotter, author of Leading Change, …

  • Date: 14 Jun 2018  By: Criterion Content Team

    Improving the service quality across IT in universities is both a massive priority and infinitely easier said than done. There is no doubt that the industry features some truly brilliant people, working on some exceedingly clever and innovative projects. At the same time, however, the Michelin Man would be sweating in his sleep at the …

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