Event Details
Revolutionizing the Customer Experience: Duquesne University's Journey from ITSM to ESM
An In-Person Breakfast Briefing Presented by:
Melissa Jackman, Director of IT Service Management
Duquesne University
What is Enterprise Service Management (ESM) and why does it matter?
Duquesne University will share its journey toward implementing a comprehensive enterprise service management solution and a universal service catalog that serves the entire university community.
They'll share the approach they took to people, process, and technology and explain how taking this approach led to successful campus-wide deployment.
Through thoughtful design, procurement, implementation, and promotion, resolution time has decreased, departmental silos have come down, customer satisfaction has increased, and more departments and stakeholders have come onboard.
Meeting Details
When: Friday, November 13, 2026 from 9:30 AM - 11:30 AM
Where: Giant Eagle, Inc. 700 Cranberry Woods Dr, Cranberry Twp, PA 16066
(A delicious breakfast will be provided!)
Price: FREE for Members, $20 for Non-Members.
Want to attend for free? Join HDI Steel City Chapter Now!
(Make sure to designate Steel City-Pittsburgh as your chapter)
About our Presenter:
Melissa Jackman, Director of IT Service Management & Support at Duquesne University
With over 30 years of experience, Melissa Jackman is a seasoned leader in managing and motivating support teams within blended internal and external support environments.
Currently serving as the Director of IT Service Management & Support at Duquesne University, Melissa plays a pivotal role as the overall IT Service Management (ITSM) leader and strategist. Her focus on the customer experience and standardization of IT service processes throughout the University underscores her commitment to excellence.
Melissa's leadership extends beyond her current role; she served as the President of the HDI Steel City Chapter, achieving the Circle of Excellence, Presidential Circle during her tenure. A recognized authority in her field, Melissa has presented nationally at prominent venues such as the HDI Conference and Expo, Educause, and WCNY & Capital Area Leadership Conferences. Her contributions to HDI Support World Magazine as a 2019 Featured Contributor reflect her expertise in leadership and organizational development.
With a passion for service and continuous improvement, Melissa's approach emphasizes building strong, successful teams through servant leadership and staff development, making her a driving force in facilitating organizational change and fostering a culture of excellence.
Become A Steel City Sponsor and Proud Supporter of the HDI Steel City Chapter!
Sponsorship Levels
The HDI Steel City Chapter strives to uphold the mission and vision of the premier worldwide member association for the IT Service and Support Industry at a local level. With your help, HDI Steel City will not only succeed in providing the most inspiring speakers and beneficial monthly meetings in order to maximize member experience, but we can also provide opportunity for your company to gain exposure among the participating IT Service and Support community throughout the Pittsburgh region.
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Diamond Sponsor - $3,000 (Annually)
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Platinum Sponsor - $2,000 (Annually)
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Gold Sponsor- $1,000 (Annually)
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Silver Sponsor- $800 (December Awards Banquet)
See our website for how your sponsorship benefits your organization and the HDI Steel City Chapter:
https://hdc-steelcity.silkstart.com/cpages/sponsorship
Additional Ways to Support HDI Steel City
- Monthly Event Sponsorship: Sponsor an event lunch or happy hour for the Steel City chapter!
- Sponsorship in Kind: Assist with giveaways and awards during our events (example: gift cards for nominees at our December Awards Banquet).
- Contact us today: hdi@hdisteelcity.com
When
Location
- 700 Cranberry Woods Dr, Cranberry Twp, PA 16066, USA
