IT Service Management (ITSM) is a process-based IT management framework intended to align the delivery of IT services with the needs of our customers. Our ITSM program will focus on delivering high value, high quality, and consistent services to our campus community. The primary approach is to align IT services through the adoption of industry best practices. These practices include standardizing on key service functions (e.g., incident management, service request), as well as service governance, service portfolio management, knowledge management, and continuous service improvement strategy.
Projects we are working on in support of this action item:
In Progress |
Completed Projects 2014 | 2015 |
Project Name & Sponsor |
Value to Campus |
Milestones & Additional Info |
---|---|---|
Dave Browne, Director, IST-Infrastructure Services |
Provides CSS Service Desk and IT management an overall picture of the health of campus IT systems and services. Greatly reduces time to resolution in system-wide outages. |
Completed
In Progress
|
Liz Marsh, Director, Strategic Initiatives and Chief of Staff |
Strengthen project and portfolio management practices to enable the governance model and successfully deliver IT projects. 1) Update the campus PM methodology in partnership with OEPO, SAIT PMO, ETS and CBO PMs. 3) Develop a campus IT Project Management Policy to help ensure that campus IT projects meet these objectives by establishing a common and consistent set of project management (PM) best practices to reduce project risks and increase project successes. |
1) Ongoing - Updating the campus PM methodology is an ongoing activity. 3) IT Project Management Policy Developed:
|
IT Service Management Strategy and Foundation Liz Marsh, Director, Strategic Initiatives and Chief of Staff |
Improve the management of campus IT services through the development and implementation of ITIL-based processes and tools. |
|
Incident Management and Service Request Jerry Yerardi, Director, Campus Shared Services IT |
Improve overall customer response and quality of resolution for IT support requests through the the implementation of Incident and Service requests processes in ServiceNow. | Go Live Milestones Completed and Upcoming Partners:
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ServiceNow for Telecommunications Michael Green, Director, Telecommunications |
Improved service delivery, business process consistency and metrics for the campus Voice and Network services. |
July 2015 - Complete ServiceNow / Pinnacle integration. Voice upgrade is completed, currently working on data upgrade. This upgraded service allows for Telecommunications to track the quality of service to customers and provides metrics. |
Dave Browne, Director, IST-Infrastructure Services |
Automated, two-way communication system for use with critical services and operations. Our goal is to migrate from an on-premise solution to the cloud. |
Contact: xmatters@lists.berkeley.edu |