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Andrea Stern
University of Sydney

Andrea Stern is a Senior Lecturer in the School of Information Technologies at the University of Sydney, Australia, teaching Information Systems Management and researching service management methodologies.

Previously, Andrea was the director of IT for The University of Sydney Library (USL), the largest lending library in the Southern Hemisphere. This organisation operates from 26 locations, with 4 million volumes and over 600 electronic databases, providing integrated, web-based services to 40,000 students and staff 24x7 globally as well as locally. By implementing ITIL Service Management best practice, USL significantly raised the level of its services, reduced total cost of ownership and implemented Service Level Agreements which aligned with organisational objectives.

Andrea speaks on service management at seminars and conferences in Australia and the United States. She has a broad background in IT, ranging from software development through research and practice in IT education and support, to IT management and teaching. She combines her extensive experience as a practitioner with qualifications in organisational behaviour and service management.

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