Bob Black

Education Credentials

• B.S., Business Administration, Miami University

Biography

During my "day job", I lead a small IT team for Miami University that administers our service management activities, which works to monitor how IT things happen and identify and prioritize ways to improve the services used by the university community or the methods by which those services are managed. In my teaching role, I bring decades of project management experience coupled with the vast knowledge of service design and delivery to help shape our approach to making cool stuff that people want to use and solve the problems they are facing. I also avail my mastery of Excel and SQL by teaching CSE148 for the Farmer School of Business periodically. My office offers three internships year-round: Data Visualization, User Experience, and Data Integration which closely align with these interests.

Teaching Area

• Agile Project Management
• Capstone
• MS Excel

Professional Credentials

• ITIL Expert
• PMP

Professional Experience

In my work for Information Technology Services, I assess and guide processes to achieve desired outcomes within given constraints.

Select Publications

• Educause ITSM CG: “Metrics and Dashboards Panel”
• Educause ITSM CG 2023: “MiamiOH Metrics Journey”
• TDX Converge 2023: “Cool Automations Built by Interns”
• TDX Converge 2023: “KPIs: How to Select, Measure, and Manage”
• OHECC 2023: “Presentation IT Service Management Roadmap”
• OHECC 2023: “Presentation Injecting User Experience techniques into our IT Services”
• OHECC 2023:  “Interns using TDX iPaaS to integrate and automate IT Service Management”
• TDX Converge 2022: “Fine Tuning Service with Routine Service & Artifact Reviews”
• OHECC 2022: “Level up your service management program with service reviews”
• OHECC 2022: “A Tale of Two Bots”
• TDX Converge 2021: “How we Pivoted for the Pandemic”
• TDX Converge 2020: “Using Metrics and Quality Assurance to Drive Improvements”
• TDX Converge 2020: “Managing a successful ESM rollout”
• Educause Annual Conference 2019: “Educause: Navigating the Changing Landscape of Student Support in the Age of Amazon”
• Ohio Education Computing Council (OHECC) 2019: ITSM Without Borders
• Ohio Education Computing Council (OHECC) 2019: “Using Quality Control Metrics to Drive Improvements”
• Educause 2018: Knowledge Management -- the fuel for driving efficiency
• TDX User Summit 2017: “Changing Landscape of Change Management”
• Educause Annual Conference 2017: “Charting the Course for IT Service Management”
• Educause Annual Conference 2016: “Building Bridges between Institutional Goals and IT: A Model for Successful Engagement.”
• Educause Annual Conference 2016: “Deliberate and Sustainable Change: Making Service Management Meaningful and Relevant.”
• Service Management Fusion 2015: “ITIL & Agile: Friends or Foes?”
• Ohio Education Computing Council (OHECC) 2015: “Deliberate Journey up the Service Excellence Mountain”
• Educause Annual Conference 2014:  “Breaking Up Is Hard to Do: Business Model Disruptions and Vendor Relationships”
• Educause Annual Conference 2014: “At the Crossroads: The Convergence of IT Service Management and Project Management in Higher Ed”
• Ohio Education Computing Council (OHECC) 2009: “Aligning Resources with Service Request Management”
• Ohio Education Computing Council (OHECC) 2008: “Applying 3Cs in ITIL Best Practices”
• Ohio Education Computing Council (OHECC) 2005: Panel on “Network Security in the age of Blaster”