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Information Technology Service Management (ITSM) Program Updates - PowerPoint PPT Presentation

Jul 20, 2023 •377 likes •472 views

Information Technology Service Management (ITSM) Program Updates and News SCAD/DCS Meeting January 12, 2016 Program Update Program Update Program Update Program Update 1 Focus of the ITSM Project Focus of the ITSM Project Focus of the

  1. Information Technology Service Management (ITSM) Program Updates and News SCAD/DCS Meeting January 12, 2016

  2. Program Update Program Update Program Update Program Update 1

  3. Focus of the ITSM Project Focus of the ITSM Project Focus of the ITSM Project Focus of the ITSM Project • OIT Continual Service Improvement • Development of standardized, repeatable business processes • Implementation of a new ITSM tool – Service Now • Use of key performance indicators to keep technology aligned with strategy of University

  4. ITSM Time Line ITSM Time Line ITSM Time Line ITSM Time Line 2015 2016 2017 Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr Core Legend Data/Config Release 1 Service Catalog Release 2 Technical Go-Live Service Requests/Self Service/Mobile Release 3 Release 4 Intake Incident Knowledge Management for Incidents Major Incident Go-Live Change, Configuration & Asset Light Problem & Request Fulfillment General Knowledge Management & Event Management

  5. Opportunities for SCAD/DCS Opportunities for SCAD/DCS Opportunities for SCAD/DCS Opportunities for SCAD/DCS Participation Participation Participation Participation • Design and requirements gathering sessions for process development • Iterative reviews • User Acceptance Testing (UAT) • Planning for the sunset of OPM • Training

  6. Where we are now Where we are now Where we are now Where we are now • Completed first iteration of Core Data design • Completed first iteration of the OIT Service Catalog • Started design and requirements gathering sessions for process development o Service Requests and Forms o Intake o Incidents o Knowledge for Incidents o Self Service Portal o Mobile interface

  7. OPM Usage Analysis OPM Usage Analysis OPM Usage Analysis OPM Usage Analysis • Survey forthcoming • What is OPM used for and how? • What other ITSM tools are used? What for and how? • What local services are provided?

  8. Thoughts and Questions? Thoughts and Questions? Thoughts and Questions? Thoughts and Questions? ITSM Team: Russell Clark Dave Farrington ITSM@Princeton.edu Ash Hadap Mariann Miller Jeanne Mrak Leila Shahbender Carol Williams

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