Navigating the Future of IT Service Management: Adopting COTS Software for Enhanced Problem Manageme

When:  Jul 25, 2024 from 07:00 PM to 08:00 PM (ET)
Associated with  Government Division

Navigating the Future of IT Service Management: Adopting COTS Software for Enhanced Problem Management Processes

Ms. Paula Schindele

Thursday, July 25, 2024

7:00 – 8:00 PM Eastern

An Innovation in Action Series & Joint Webinar with ASQ Government Division

Description:  Join us for an insightful session hosted by the ASQ Innovation Technical Community, as we delve into the transformative journey of Sandia Information Technology (IT) Division's adoption of Commercial-off-the-Shelf (COTS) software, ServiceNow. Discover how leveraging COTS solutions can streamline and enhance IT service management and problem management processes within your organization.

Key Highlights:

  • Understanding the Shift: Explore the background behind Sandia's transition from a customized IT Service Management tool to ServiceNow.
  • The Process Unveiled: Gain insights into the strategic implementation of ServiceNow, including standard work process updates, training development, and technical implementation
  • Results & Achievements: Learn about the successful launch of ServiceNow within Sandia's targeted timeframe and its impact on service production
  • Looking Ahead: Discuss the next steps in optimizing process flows based on user feedback and the importance of user role identification.
  • Lessons Learned: Reflect on the critical takeaways from Sandia's journey, including the significance of aligning development items with production and understanding software licensing.

Presenter: Paula Wright Schindele is a seasoned Quality Assurance Coordinator at Sandia National Laboratories, with over nine years dedicated to elevating standards within the Information Technology Division. Her tenure at Sandia has been marked by a steadfast commitment to ensuring that work practices not only meet regulatory and contractual requirements but also embody the principles of continuous improvement and defect prevention. Through the application of the Plan-Do-Check-Act methodology, Paula has significantly contributed to enhancing performance metrics and operational efficiencies across the board.

Her expertise extends beyond the realm of IT into the health and benefits sector of Sandia National Laboratories, where she has spent over nine years as a Health and Benefits Quality Management Analyst. In this role, Paula has been instrumental in planning and implementing performance improvement programs, focusing on health, benefits, and rewards systems. Her work ensures that the organization's initiatives are in alignment with regulatory requirements and accreditation standards, thereby maintaining a high level of quality and compliance.

Before joining Sandia, Paula amassed sixteen years of valuable experience in the healthcare industry, where she held numerous managerial positions. Her roles ranged from managing multiple departments and outpatient clinics to serving as an Infection Control manager and a Lean Six Sigma Black Belt. This diverse background has equipped her with a unique perspective and a rich skill set in both IT and healthcare, focusing on Lean and Six Sigma processes, IT Service Management (ITSM), IT Infrastructure Library (ITIL), and quality solutions.

Paula is deeply committed to professional development, both her own and that of her peers. She actively mentors Green Belts and Black Belts within the organization, fostering a culture of continuous learning and improvement. Her dedication to quality and excellence extends beyond her professional life; Paula serves on the ASQ board as the Recertification Chair, where she contributes her expertise to advance the quality profession.

Paula Wright Schindele's distinguished career at Sandia National Laboratories and her contributions to the field of quality assurance underscore her role as a pivotal figure in both the IT and healthcare industries. Her work not only drives operational excellence and regulatory compliance but also embodies a holistic approach to quality and improvement, making her an invaluable asset to Sandia and the wider quality assurance community.

Registration: here