ITSM Completed Projects

This page will continue to be updated with ITSM projects we have already completed.

Area

Description

Value

Due Date

Status

Platform


Quarterly updates

Patching of the platform to the latest vendor release.

Security, performance, and other fixes.

Aug. 2017

Complete

IT Knowledge Management

Continual Service Improvement

Add an additional filter to the browsing functionality in the knowledge base to allow Customers to filter articles by the IT service name.

Customers can more quickly find self service solutions by filtering by the service name.

Sept. 2017

Complete

IT Knowledge Management

Continual Service Improvement

Migrate all ETS knowledge base articles into the IT knowledge base.

Customers can more quickly find self service solutions across all IT services in one knowledge base.

Sept. 2017

Complete

IT Incident Management

Service Strategy

Identify the values that the Incident Management process should provide our campus.



By defining the value we wish to provide the campus, we can begin to build metrics to assess how well we are doing this.  This is the basis for our service strategy.

Sept. 2017

Complete

ITSM

Web Pages

Synchronize our current ITSM efforts with our web presence to make our ITSM efforts more transparent.


* ITSM at UC Berkeley

* ITSM Roadmap

* IT Service Catalog

* Incident Management

* Service Request Fulfillment

* Knowledge Management

* IT Change Management

Customers can learn about our ITSM efforts, the processes that we are actively working on, and see a roadmap of currently prioritized work.

Oct. 2017

Complete

IT Incident Management

Service Strategy

Report: Per IT service, develop a report that shows the quantity of incidents by Service Category.

IT Service Managers will be able to observe high level incident management trends that occur over time. They will be able to quickly visualize the past workload spikes to proactively prepare for future workload spikes to better manage workload and increase customer satisfaction.

Oct. 2017

Complete

IT Incident Management


Service Strategy

Report: Per IT service, show the quantity of incidents that met or breached their SLA by priority.




IT Service Managers will be able to quickly view a list of incidents that did not meet incident management time commitments to understand why the time commitments were not met and prevent them from recurring in order to improve service quality.

Oct. 2017

Complete

Platform

Jakarta Upgrade

Upgrade to the latest ServiceNow version.

Security, performance, and other improvements.

Nov. 2017

Complete

ITSM

Web Pages

Document the ITSM Decision Lifecycle.

Transparently show decision-making process and bodies used to gather input on what should be on the ITSM roadmap, and where ITSM decisions are made.

Nov. 2017

Complete

IT Incident Management


Service Strategy

Report: Develop basic reports around Service Desk volume, workload and efficiency.

Provide basic data to assess the staffing, volume and efficiency of the Service Desk.  These reports will allow decision makers to determine whether we are capturing right data, and enable us to begin comparing data with industry standards.

Nov. 2017

Complete

ITSM

Web Pages

Document the Change Management Process and the Process Owner.

Publish the description, purpose, and owner of the Change Management process.

Dec. 2017

Complete

IT Service Request Fulfillment

Request SaaS Consultation and Assistance Form.

Add xMatters Service Form.

Delete xMatters Service Form.

Modify xMatters User, Device & Group Settings Form.

Add xMatters Integration Form.

Customers can streamline their service requests by use of these forms.

Dec. 2017

Complete

IT Service Catalog

Assess the usability, navigation and and workflow of the IT Service Catalog and the technical platforms to which it connects.

Identify design, navigation and workflow obstacles that reduce the effectiveness of the IT Service Catalog.

Dec. 2017

Complete

IT Knowledge Management

Annual review and update of IT Service Catalog data and Knowledge Base article data.

Maintain trust and increase the use of the IT Service Catalog by maintaining up-to-date and quality service data.

Dec. 2017

Complete

IT Incident Management

Continual Service Improvement

Email template improvements: design the the notifications sent by ServiceNow to be more clear and readable.

Customers and support staff will have an easier time reading the email notifications sent from the platform. If action is required, that will be made more clear as well. Emails will also be mobile friendly.

Jan. 2018

Complete

Platform


Quarterly updates

Patching of the platform to the latest vendor release. Jakarta Patch 7.

Security, performance, and other fixes.

Jan. 2018

Complete

IT Incident Management

Continual Service Improvement

Email template improvements: design the the notifications sent by ServiceNow to be more clear and readable.

Customers and support staff will have an easier time reading the email notifications sent from the platform. If action is required, that will be made more clear. Emails will also be mobile friendly.

Jan. 2018

Complete

IT Incident Management


Service Strategy

Strategic goal #2: Assess the current use of prioritization for each pilot service

By assessing how well our service teams are prioritizing incoming incidents, we can identify opportunities for growth that will enable us to work on the most important incidents first.

Jan. 2018

Complete

IT Incident Management


Service Strategy

Strategic goal #2: Identify guidelines around how to prioritize incidents

Agreeing on common criteria for incident prioritization, allows us to develop common training guidelines and expectations across each pilot service.

Jan. 2018

Complete

IT Incident Management


Service Strategy

Strategic goal #2: Define a campus-wide definition of top priority (priority 1) incidents

Should this be excluded?  Too detailed?

Feb. 2018

Complete

IT Incident Management


Service Strategy

Strategic goal #1: Analyze and baseline the efficiency of the Service Desk

Assessing the Service Desk enables IT leadership to document Service Desk maturity and how current staffing levels will impact efficiency and effectiveness given upcoming service projects.

Feb. 2018

Complete