Service management project awaits key hires

By Scott Sherman

While service management continues to be a high priority for University Information Technology, a series of key personnel moves has caused progress on the project to slow in recent months.

The new IT service catalog remains an active tool, and “maintenance and improvements are continually being made,” said UIT Chief of Staff Rene Eborn, the project’s sponsor. “We’ve also pushed some new catalog work into production.”

UIT is seeking an experienced IT manager to replace Josh Wall, who spearheaded the effort until his departure in August.

“That will be a key position in the service management initiative to help evolve our service management maturity on the campus side,” Eborn said. “I’m looking for someone with experience — especially Service Now experience — who can help us implement successful service management strategies that work in an academic setting.”

Eborn said the project will continue in a maintenance mode while the U seeks a permanent Chief Information Officer and the service management team’s holes are filled. During that time, process improvements will be made, knowledge article will be updated, and items will be added to the catalog if possible.