Virtual

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When the recent large‑scale ITSM consolidation and implementation at the School of Medicine & Public Health launched, improvisation became a key strategy. This session explores how undocumented processes, unclear ownership, and late‑breaking dependencies drove an iterative approach to intake, scope, and governance. Along the way, inconsistent communication revealed the need for structured forums, shared accountability, and a shift from simple decision‑making to intentional alignment. Attendees will leave with practical lessons on process building, project communication, operations setup, and resilience in complex environments.

Presenter(s)

• Lindsay Bolan