ITSM Processes
ITS has adopted the ITIL® best practices framework for IT Service Management (ITSM) to improve service delivery and in turn improve customer satisfaction. Working together, the processes and functions defined within ITIL focus on the entire lifecycle of a service, including Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. These processes are designed to:
- Ensure that IT Services are aligned to the needs of customers
- Improve availability and stability of services
- Improve communication within IT and with customers
- Set appropriate expectations for IT services
- Improve efficiency of internal processes
The following ITSM processes have been implemented:
Roadmap
| Year | Milestone |
|---|---|
| 2015 | √ Adopt and implement the ServiceNow platform for ITSM √ Incident Management √ Knowledge Management √ IT Service Catalog |
| 2020 | √ Change Management |
| 2021 | √ Incident Management Standards & Guidelines √ Major Incident Checklist √ ServiceNow Catalog (P1) – EDUCAUSE Standardization √ ITS Inventory Improvements √ Top Services Review √ Improve Service Desk Training Program |
| 2022 | √ Public Knowledge Management to CSS √ Knowledge Management Standards & Guidelines √ ServiceNow Asset & Configuration Management (CMDB) Design √ Implement Amazon Connect ↻ ServiceNow Major Incident Process ↻ ServiceNow Performance Analytics |
| 2023 | √ ITS ServiceNow Metrics ↻ ServiceNow Catalog and Request Management (P2) ServiceNow Asset & Configuration Management (CMDB) Implementation ServiceNow Walk-up Experience Virtual Agent & Chat Knowledge Management Enhancements |
| 2024 | Self-Service Password Reset ServiceNow Problem Management Improve IT Maintenance and Change Calendars |
√ = Complete ↻ = In Progress