How can universities navigate the complexities of service delivery while pursuing growth and innovation? Mark Katsouros, Senior Director for IT Engineering and Operations at Duquesne University, brings nearly 40 years of higher education IT experience. From the University of Maryland to pivotal roles at the University of Iowa and Penn State, Mark has driven significant IT transformations. Tune in to hear his journey, the unique challenges in higher education, and strategies for successful service management, customer satisfaction, and employee well-being.You'll hear practical insights on:1. Key differences between ITSM and ESM2. The Importance of starting with collaboration and coalition-building3. How to streamline complex service requests with a unified approach4. The importance of balancing innovation and standardization in IT operations5. Effective methods for motivating IT teams6. Selecting IT tools and maintaining flexibility___________Get in touch with Mark Katsouros on LinkedIn: https://www.linkedin.com/in/katsouros/___________Details about Duquesne University:Website: https://www.duq.edu/Industry: Higher EducationCompany size: 1,001-5,000 employeesStudent body:  8,000-10,000 students (undergrad & grad)Headquarters: Pittsburgh, PAFounded: 1878___________About the host Elias Voelker:Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.Get in touch with Elias via LinkedIn or email [email protected].___________Podcast Music:Music by Ströme, used by permission‚Panta Rhei‘ written by Mario Schoenhofer(c)+p 2022, Compost Medien GmbH & Co KGhttps://stroeme.com/ https://compost-rec.com/ ___________Thanks to our friends at SAWOO for producing this episode with us! 

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