The IT Service Management (ITSM) initiative is a collaboration between Information Technology Services (ITS) and University Information Technology (UIT). The initiative will result in a host of benefits, including a more seamless service-ordering experience and increased productivity in both the hospital and campus environments.
Project Goals & Objectives
This project will result in the development of new IT service definitions, service management policies, processes, procedures, governance structure, and support software. The public-facing platform will remain ServiceNow, which is already being used for UIT's Knowledge Base and orderable Service Catalog.
The scope of the ITSM initiative includes unifying UIT and ITS service management policies and processes, defining and implementing an organizational structure and governance system to ensure best practices, and enhancing the University's common ITSM tool, ServiceNow.
This initiative supports the University’s mission to provide best-in-class support to the University community, in turn improving user relations and enhancing productivity in the hospital and on campus.
- Unified set of ITSM policies and processes
- Definition and implementation of an organizational structure that ensures the continued success of unified ITSM processes
- Enabling the practice of the unified processes through a common ITSM tool (ServiceNow)
- Delivering an ITSM tool that delights its users, resulting in less reliance on alternate methods
Phase 1 (January 2016 – July 2016) consists of 1) creating policies, processes, structure, and technology to support the Incident, Problem, Change, and portions of Release Management practices; and 2) migrating the legacy Service Catalog, Knowledge, and Service Request information and workflows.
Phase 2 (July 2016 – December 2016) focuses on implementing the improved Service Catalog. This includes creating a service taxonomy for use across the organization, defining IT services provided, and creating a Service Catalog and Request Catalog with automated workflow in order to heighten productivity.
Project Status - Phase 1: Complete
|PROCESS AREA||POLICY||PROCESS||TECHNICAL REQUIREMENTS||DEVELOPMENT|
|Service Request Migration||N/A||N/A||Complete||Complete|
Project Status - Phase 2: In-Progress
|Design||Services list and taxonomy structure||100%|
|Design||Test update to Helsinki version||100%|
|Build||Service delivery workflows||50%|
|Build||UAT upgrade to Helsinki version||100%|
|Deploy||Services list and taxonomy||75%|