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

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

Jul 20, 2023 377 likes •474 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

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SLIDE 1

Information Technology Service Management (ITSM) Program Updates and News

SCAD/DCS Meeting January 12, 2016

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SLIDE 2

Program Update Program Update Program Update Program Update

1

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SLIDE 3
  • 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

Focus of the ITSM Project Focus of the ITSM Project Focus of the ITSM Project Focus of the ITSM Project

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SLIDE 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

Service Catalog

Service Requests/Self Service/Mobile Technical Go-Live Change, Configuration & Asset Light General Knowledge Management & Event Management Go-Live

Core Data/Config

Intake Knowledge Management for Incidents Incident Major Incident Problem & Request Fulfillment

Legend

Release 1 Release 3 Release 2 Release 4

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SLIDE 5
  • Design and requirements gathering

sessions for process development

  • Iterative reviews
  • User Acceptance Testing (UAT)
  • Planning for the sunset of OPM
  • Training

Opportunities for SCAD/DCS Opportunities for SCAD/DCS Opportunities for SCAD/DCS Opportunities for SCAD/DCS Participation Participation Participation Participation

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SLIDE 6
  • Completed first iteration of Core Data design
  • Completed first iteration of the OIT Service

Catalog

  • Started design and requirements gathering

sessions for process development

  • Service Requests and Forms
  • Intake
  • Incidents
  • Knowledge for Incidents
  • Self Service Portal
  • Mobile interface

Where we are now Where we are now Where we are now Where we are now

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SLIDE 7
  • Survey forthcoming
  • What is OPM used for and how?
  • What other ITSM tools are used? What

for and how?

  • What local services are provided?

OPM Usage Analysis OPM Usage Analysis OPM Usage Analysis OPM Usage Analysis

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SLIDE 8

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

Thoughts and Questions? Thoughts and Questions? Thoughts and Questions? Thoughts and Questions?