This document discusses the evolving service management of ScholarSphere, an open access institutional repository at Penn State University Libraries. It describes how the service has developed from its initial launch through becoming more user-driven. Specifically, it outlines how the service transitioned from launch support to establishing a formal service team and RACI matrix. It also discusses how engaging with and empowering the user community has become a priority and how the service and staff are continuing to evolve going forward.

1. Evolving Service Management
for ScholarSphere
Patricia Hswe | @pmhswe
Penn State University Libraries
Open Repositories Conference
9 June 2015
Graphic created by Michael Tribone

2. Our Service Management Path
• First, what is ScholarSphere?
• We launched! Now what?
• User-driven service
management
• Evolving the service
and the people

4. Self-Deposit IR ≈ DIY Service

5. 2012: We launched! Now what?
• Before launch
–PM support
–Stakeholder
engagement
• After launch
– RACI
– Service team
– Sponsors / strategy

6. Our Original RACI Matrix

7. User-Driven Service Management
Engaging,
empowering,
sustaining
our
user community
= priority

8. . . . for repository services
IS a THING
Or should be

9. Evolving the service and the people:
where we are / where we’re headed

10. Thank you! Keep in touch:
Graphic created by Michael Tribone
Patricia Hswe | phswe@psu.edu

11. Image Information and Credits
• Icons are from the Noun Project
• Screen capture of ScholarSphere home page
• Yogurtland by Travis Miller via Flickr CC BY
• best laundromat in seattle by gothopotam via
Flickr CC BY
• 08-dec-15 by Paul Joseph via Flickr CC BY
• Evolution by Kevin Dooley via Flickr CC BY
• The evolution of the analogue camera by
Marina del Castell via Flickr CC BY