With a focus on achieving operational excellence during successive transformations, the ITS in Tertiary Education conference will showcase leading case-studies and strategies to deliver world-class university ITS in a global service environment.
This program has been developed in collaboration with our advisory panel:
- Nicole Black, Associate Director, Service Management, Australian National University
- Joanne Schaffoener, Associate Director, IT Services, University of Auckland
- Rochelle Pilon, Director IT Service Delivery, Curtin University
- Bronwyn Fletcher, Executive Director, Systems Thinking
- Aligning IT service models with university business strategies
- Strengthening engagement & relationship management
- Driving innovation in teaching, learning, research & professional services
- Optimising customer service & experience
- Leading cultural change across your team & the organisation
- Leveraging partnerships within & beyond the university sector
DVCs, C-Level, Directors, Managers & Advisors from tertiary level institutions with responsibility for:
- IT Service Management
- IT Governance & Security
- Client Services
- Service Desk/Centre
- IT Infrastructure
- IT Faculties
- Teaching & Learning Support
- Research Support
Attend to learn:
- Align IT service models with university business strategies
- Strengthen engagement & relationship management
- Drive innovation in teaching, learning, research & professional services
- Lead cultural change across your team & the organisation
- KEYNOTE: Leading cultural practice change – from university vision to daily IT operations
- Swinburne IT: becoming a key function within the University
- What to do before setting out on your centralisation journey
- OUT-OF-SECTOR CASE-STUDY: Lessons learnt from delivering an omni-channel contact-centre at Service NSW
Trevor joined Monash University as the Chief Information Officer in 2015. He believes that the biggest digital disruption coming to Higher Education is in administration. And though universities challenge accepted ways, at Monash, we also challenge OUR accepted ways. That this is one of our strategic advantages. He is leading the multi-year effort to modernize the student experience by transforming the administrative processes and structures. He is a firm believer that it is a journey the entire organization needs to go on together; going slow in the beginning to get the core thinking and capabilities right before scaling up. Several new ways of thinking and working have emerged over the past six months. These include popup innovations, an innovation studio, resident entrepreneurs, connections with the startup communities, hackathons, and agile methodology to name a few. Small projects have benefited from this approach, as has the largest systems implementation at Monash in over a decade, MyResearch. Trevor has an undergraduate degree in Management Information Systems and a graduate degree in Education.
With over 30 years’ experience with Enterprise IT in Australia and the UK, Patrick is an experienced IT Executive. As Head of Strategy & Architecture at Coles, Patrick worked with global technology companies from Silicon Valley to Sydney, exploring how Digital Technologies could transform the retail experience. After leaving Coles in 2014, Patrick founded Intelligent Retail Systems to provide consulting to large Australian retailers to help them master the Digital Revolution. Patrick also co-founded and was CTO of digital start-up Certanti, which developed customer loyalty products for retailers. In late 2016, Patrick joined Swinburne University of Technology, where he is Chief Technology Officer.
Patrick is also founder of Apps for Autism, an organisation dedicated to using smartphone technology to assist children on the Autism Spectrum.
Richard Addiscott’s IT career spans 15 years and, since April 2015, has led Curtin University’s information security, IT planning and governance team. He has worked as an IT leader in some of Australia’s most secure environments across the National Security Community and was a Technical Advisor to the first Australian National Security Chief Information Officer. In the highly dynamic and competitive higher education sector, Richard’s primary focus is developing business aligned and risk appropriate information security capabilities to assist generate business value in Curtin’s innovation fuelled digital environment. Richard holds a Bachelor of Science in Software Engineering from ECU, a Graduate Certificate in Public Sector Management, and a Master of Strategic Studies from the ANU Strategic and Defence Studies Centre.
Date: 1 Nov 2016 By: Sreelesh Pillai
Two weeks ago, the third annual ITS in Tertiary Education conference was held, bringing together thought leaders and practitioners in the tertiary education sector to share research and learnings on the role IT will play in ensuring success. Going into the event, Freshdesk was glad to report that more than 84 per cent of attending … Continue reading Essential capabilities to consider for IT self-service
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Date: 18 Oct 2016 By: Sreelesh Pillai
Educational institutions can reap many benefits from implementing self-service initiatives, including improved efficiency and cost savings. However the initial implementation of a self-service initiative can be daunting for some providers, so it’s important to make sure that all the groundwork is covered prior to launch. To ensure you’re ready to kickstart self-service, we’ve created … Continue reading A quick checklist for education providers taking on self-service
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Date: 11 Oct 2016 By: Sreelesh Pillai
Forty seven percent of service desk professionals consider successful self-service as one of their top priorities, according to a recent report by Service Desk Institute. But how can we ensure self-service is successful? By putting these practical tips into action, you can ensure your organisation reaps the benefits of self-service initiatives. 1. Invest in better … Continue reading 8 tips for self-service success in tertiary education
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Date: 10 Oct 2016 By: Sreelesh Pillai
Not all education providers are the same. Each institution is likely to have a different organisational culture and business strategy, both of which will influence service delivery and support. But when it comes to service, most strive to provide the best quality of customer experience possible. Self-service platforms can be successfully implemented across a … Continue reading 5 key benefits of self-service for education providers
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