IT Special Interest Group: 5/9/18 → Major IT Service Issue Process

May 9, 2018 -

Everyone welcome!

SIGs provide a venue to discuss leading-edge topics, the latest tools, industry best practices and builds professional relationships all while educating, motivating and exchanging energizing ideas and perspectives with other professionals.

Join us to discuss the need for being prepared when experiencing major IT service issues. We will explore the challenges and process of implementing a documented workflow for handling major outages. The process focuses on communication within the Division of IT, to customers, and to end users.Sullivan

Luke Sullivan

Assistant Director of IT Support
Virginia Tech, Division of IT
IT Experience and Engagement

Teresa Snavely
Assistant Director of Training and Development
Virginia Tech

  • 11:45 a.m. - 1:00 p.m.Snavely
    Presentation begins at 12:00 p.m.
  • Concept Conference Room
    1880 Pratt Drive, Suite 2018
    Building 15 on campus map
  • Complimentary lunch provided; RSVP required
  • For employees of the research park only.


Luke Sullivan began working as an assistant for IT Support Student Programs at Virginia Tech in 2011. He has also worked as a Desktop Support Administrator, the Service Desk Manager, and currently works as the Assistant Director of IT Support where he supervises the 365x24x7 Information Center as well as the Service Desk. 

Luke is heavily focused on Incident Management and became ITIL Foundations Certified to gain understanding of ITSM and ITIL. During his career at Virginia Tech Luke has assisted in the creation of the Major IT Service Issue process and is currently working on other processes such as Incident Management and Problem Management. Also, Family time with wife and kids is high priority; Devoted Trekkie; and Comic Books Enthusiast!

Teresa Snavely has been with the Division of IT since September of 2006, and has contributed to the success of 4Help initiatives such as a New Hire Training course in Canvas (VT’s LMS) and a Continuous Training Canvas site for review material and new training material. She is with IT Experience & Engagement where she uses her expertise in developing training on Information Technology tools and best practices in customer service for ITEE, DoIT, Distributed IT, VT community at-large.

Luke Sullivan

Teresa Snavely

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