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ISC Update on Client Services and Shared Services

We are pleased to share brief progress reports from our new Client Services and Shared Services groups:

Our Client Services Group, led by Donna Milici, has developed significantly over the past several months to serve as ISC’s strategic interface with the Penn community. The Group consists of several established services, including Support-on-Site (led by Kristin Nelson), College Hall Support (West Phinney), and Classroom Technology Services (Jeff Douthett).

Client Services also transformed and launched a number of new services, including Client Care, Campus Initiatives, Client Engagement & Relationship Management, and IT Learning. Client Care (Amy Phillips) provides a single point of contact for ordering and requesting ISC’s services and support. Campus Initiatives (Dawn Augustino) manages the client-facing component of major campus projects, including the Penn O365 email and calendar project. Client Engagement & Relationship Management (Magida Phillips) represents a holistic approach to our relationships with Schools and Centers, understanding their need for relevant services while also identifying opportunities for shared solutions. IT Learning (Adam Cranston) integrated our existing KnowledgeLink service with the former Technology Training Services.
Our Shared Services Group, led by Kirk Trasborg, leads the core business and administration services for ISC. The Project Management Office (PMO) transitioned into Shared Services, promising an expanded approach to project management across ISC. (We are actively seeking applications for the PMO Director.) The Group launched the Portfolio Management Office (Anita Gelburd) to create an overall view of ISC’s Services and Projects, optimizing resources and maintaining alignment with our goals. Next up, our new Vendor Management Office (Dave Mongeluzi) enhances ISC’s vendor relationships, strengthens our partnership with University Procurement, and is building the IT Supply Chain function. IT Finance and Planning (Gary Delson) continues to manage ISC’s overall budget. Finally, the implementation of our Apptio IT financial management system (Bill Kasenchar) is successfully moving ahead, with the financial foundation layer configured and cost modeling for both services and applications underway.

The ISC Leadership Team