ITSM Processes ITSM Processes ET 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: IT Service Catalog Change Management Incident Management Knowledge Management Roadmap Service-Management-RoadmapDownload YearMilestone2015√ Adopt and implement the ServiceNow platform for ITSM√ Incident Management√ Knowledge Management√ IT Service Catalog2020√ Change Management2021√ Incident Management Standards & Guidelines√ Major Incident Checklist√ ServiceNow Catalog (P1) – EDUCAUSE Standardization√ ITS Inventory Improvements√ Top Services Review√ Improve Service Desk Training Program2022√ Public Knowledge Management to CSS√ Knowledge Management Standards & Guidelines√ ServiceNow Asset & Configuration Management (CMDB) Design√ Implement Amazon Connect√ ServiceNow Performance Analytics2023√ ITS ServiceNow Metrics√ ServiceNow Catalog and Request Management (P2)2024√ Knowledge Management Enhancements↻ ServiceNow Major Incident Process↻ ServiceNow Walk-up Experience↻ ServiceNow Asset & Configuration Management (CMDB) Implementation2025↻ ServiceNow Catalog Builder2026Virtual Agent & ChatServiceNow Problem ManagementImprove IT Maintenance and Change Calendars2027Self-Service Password Reset √ = Complete ↻ = In Progress
