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WHAT IS ITSM AND ITIL?

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, improved customer satisfaction through a more professional approach to service delivery, standards and guidance, improved productivity and improved use of skills and experience.

Our Mission

The mission of the ITSM function is to implement best practice proven processes that will help enhance/increase service level success, show value to the customer, improve resource utilization, decrease rework, eliminate redundant work, improve availability, reliability, and security of mission critical UCF IT services, justify the cost of service quality, provide services that meet business, customer and user demands, integrate central processes, learn from previous experiences, and provide demonstrable performance indicators.

The ITSM function aims to promote, achieve, and sustain a large scale adoption of ITSM principles and practices across the University. Goals include:

  1. Providing a unified service management approach with the customer in mind
  2. Providing best practice proven processes that enable UCF IT to function as a single organization with common objectives and standard practices for delivering IT services
  3. Developing and leading a consistent ITSM program (with strategic governance) where all UCF IT staff adhere to ITSM process, policies, standards, and procedures
  4. Leading UCF IT to leverage one service management platform to automate and enable ITSM processes for efficiency and consistency

WHY ITIL?

The adoption and implementation of the ITIL framework processes are globally proven to improve and sustain a high performing IT organization.

As UCF IT continues to gain momentum, the IT environment will be rapidly changing. In an effort to stay ahead of the curve, the practice of IT service management cannot be overlooked. The adoption, implementation and consistent practice of the ITIL framework has a direct correlation to both IT and enterprise success. Utilizing the best practices across the five core books of ITIL (Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement) ensures UCF IT is properly aligned to deliver and support the IT services agreed upon by the business.

Current ITIL Processes

Thus far, UCF IT has implemented five “core” ITIL processes: Incident Management, Service Request Fulfillment, Problem Management, Change Management and Knowledge Management.

This process is designed to manage and assist in restoring 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.

UCF IT Incident Management Policy and Procedure

The request fulfillment process provides a channel for UCF IT consumers to request and receive active UCF IT services. The process needed to fulfill a service request will vary depending upon what is being requested. The request fulfillment processes and procedures will enable IT staff to monitor and fulfill service requests quickly, consistently and efficiently.

UCF IT Service Request Fulfillment Policy and Procedure

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. 

UCF IT Problem Management Policy and Procedure

UCF IT Problem Management Problem Record Procedure

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.

UCF IT Change Management Policy and Procedure

UCF IT Change Management Change Record Procedure

UCF IT ECAB Operating Procedures

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.

UCF IT Knowledge Management Policy and Procedure

Follow Our Progress

Change Management – Phase 1
  • Official Policy and Procedure (CAB/ECAB Process) – Excluding Standard Changes
  • UCF IT team adoption – Network, ERP, Enterprise Systems (excluding Database team)

SEPT 2016

DEC 2016

  • Official Policy and Procedure
  • UCF IT team adoption – All UCF IT teams
  • Incident SLA Priorities (Critical, High and Normal)
Change Management – Phase 2 (*Still In progress)
  • UCF IT team adoption – IAM, Database, Unified Communications and Radio DAS
  • *IMR final team still to adopt & Standard Change Process

FEB 2017

NOV 2017

Knowledge Management – Phase 1
    • Official Policy and Procedure
    • AskUCF Migration to ServiceNow
  • Official Policy and Procedure
  • UCF IT team adoption – Network and Infrastructure

MAY 2018

SEPT 2018

Knowledge Management – Phase 2
    • Webcourse Training
    • Continual Process Improvement
    • Knowledge article imports to ServiceNow
  • Official Policy and Procedure
  • UCF IT team adoption – All UCF IT teams
  • Stopping the clock functionality and begin base lining of average time to fulfillment ( SLAs/OLAs)

OCT 2018

APR 2019

  • UCF IT team adoption – PSTECH and Support Center – Tier 2 (final teams to adopt)
  • Service Financial Management
  • Major Incident Process
  • Monitoring and Event Management
  • Standard Change Process
  • IT Asset and Service Configuration Management – Phase 1
  • Service Catalog Management
  • Service Request Management

FUTURE

ITSM Governance

The ITSM Governance Committee was founded to evaluate, direct and monitor the IT service management program and IT service management supporting technology (ServiceNow).

To ensure stakeholders’ needs are addressed, the committee uses a continual improvement model that validates and prioritizes the ITSM/ServiceNow demand against the enterprise objectives. The governance model accounts for all stakeholders (within and outside UCF IT) and helps strategically align the demand based on the needs of the business.

The committee meets once a month to discuss and evaluate both ITSM and ServiceNow initiatives. The governing body consists of both UCF IT and Non-UCF IT members. For more information about this committee, please contact Scott Baron, ITSM Governance Committee Chair.