Overview

March 6

Is your state or local government IT service management struggling with rising demands and limited resources? By modernizing ITSM, public sector IT teams can streamline processes, expedite service delivery, and reduce time spent on manual tasks.

Join Government Technology and TeamDynamix for an engaging and insightful webinar where IT leaders in state and local government will explore the journey to ITSM modernization. In this session, we’ll delve into strategies for improving your IT service management processes, from self-service enhancements to expanding ITSM into full enterprise service management (ESM) across your organization. Featuring Samantha Sendrowski, the Director of IT Administration from the City of Worcester, MA—this session will provide practical advice and real-world examples of how to elevate your ITSM maturity.

Here's what we’ll cover:

Improved Self-Service and Knowledge Base Creation: Learn how to boost user satisfaction with smarter self-service options and dynamic knowledge sharing.
ITIL Framework and Change Management: Understand how adopting ITIL best practices can streamline processes and enhance your change management strategy.
Expanding ITSM to ESM: Learn how ITSM can evolve to meet the needs of departments like HR and beyond for a more holistic organizational approach.

Speakers

Samantha Sendrowski

Director of IT Administration, City of Worcester

Samantha Sendrowski currently serves as the Director of IT Administration in the City of Worcester’s Department of Innovation & Technology. In this role she oversees the day-to-day administration, finance, policy strategy and processes for the department, including implementing ITIL best practices. She is passionate about enabling people to be more productive and collaborative through technology. Before joining the City, Sam worked in multiple industries in the private sector with a focus on engagement and adoption, and strategic planning. Sam earned a Masters in Corporate and Organizational Communications, and a B.A. in Business Administration with concentrations in Management Information Systems and Marketing from Northeastern University.

Andrew Graf

Chief Product Officer, TeamDynamix

A driving force behind the ongoing product strategy at TeamDynamix, Andrew works directly with IT leaders to better understand the emerging needs around the IT Service Desk and how to leverage tech to help. From automation and integration innovations to the use of AI, Andrew can help us solve the challenges ahead.

John Matelski — Moderator

Executive Director, Center for Digital Government

Prior to joining the Center, Matelski served for 25 years as an Information Technology & Security executive for municipal (City of Orlando, FL) and county government (Gwinnett County, GA), most recently retiring from DeKalb County, GA after 12 years of service. John’s duties included executive management of all information technology and security resources and systems that support operations and drive innovation throughout the County enterprise. As DeKalb County CIO, he oversaw more than 100 employees serving ~800 million residents. Matelski graduated from Arizona State University with a B.S. in Computer Science and an M.B.A. with an emphasis in Computer Information Systems and has been a Certified Government CIO since 2011. Matelski has a proven track record of leadership in the public and private sectors, utilizing innovation and resourcefulness with a proven ability to build a compelling vision and move an organization toward it. Matelski rebuilt DeKalb County, GA’s technology capabilities from the ground up, helping lead to 8 straight years of recognition as a top 10 winner of the Center for Digital Government annual Digital Counties Survey. John has won numerous awards including Government Technology’s Top 25 Doers, Dreamers and Drivers, State of Georgia CIO ORBIE Award Finalist, and the Computerworld/Smithsonian Laureate Award for Information Technology. During his tenure with DeKalb County, Matelski was also very active in technology leadership roles with the National Association of Counties (NACo), having served as Chair of the IT Standing Committee, Vice Chair of the Telecommunication & Technology Committee, and Vice Chair of the County Technology Advisory Council.

Webinar

Bridging the Gap to ITSM Maturity: Insights from the City of Worcester