IT Service Management

IT Service Management (ITSM) is a discipline that focuses on implementing and managing quality IT services that meet the needs of the university. In order to effectively and efficiently implement and manage quality IT service delivery, ITSM aims to adopt and implement the ITIL (Information Technology Infrastructure Library) framework. The ITIL best practice framework provides a systematic and proven approach to IT service delivery. Adopting ITIL offers users a huge range of benefits that include reducing costs, improving IT services through the use of proven best practice processes (listed below), improved customer satisfaction through a more professional approach to service delivery, standards and guidance, improved productivity and improved use of skills and experience.

Current ITIL Processes:

  • Incident/Request Management – This process is designed to manage and assist in restoring or providing service to customers as quickly as possible. The ability to prioritize incidents (something broken, not working or needs repair) according to business impact and urgency allows staff to focus efforts where it matters most.
  • Problem Management – Process for managing problem investigations from detection to eradication. Problem Management processes remove defects from the IT infrastructure, eliminate recurring incidents, and stabilize the environment. These processes are currently under development and will be posted soon.
  • Change Management – Process responsible for controlling the lifecycle of all changes, enabling beneficial changes to be made with minimal disruption to IT services. This includes process management and planning capabilities that help increase the speed and consistency in the way changes are implemented while minimizing risk and errors.
  • Knowledge Management – Process responsible for sharing perspectives, ideas, experience and information, and for ensuring that these are available in the right place and at the right time. The Knowledge Management process enables informed decisions, and improves efficiency by reducing the need to rediscover knowledge.