Information Technology Service Management
Information Technology Service Management (ITSM)
IT Service Management (ITSM) refers to a set of practices and processes designed to plan, deliver, manage, and support information technology services. ITSM aligns IT services with the University of Arizona’s mission, ensuring high-quality service, customer satisfaction, and compliance with industry standards.
ITSM Optimization Project
The ITSM team is engaged in a large-scale initiative to optimize IT Service Management tools. This project aims to deliver a comprehensive and collaborative approach to enterprise and localized IT service management. It involves input and analysis from diverse perspectives across campus, ensuring a holistic and inclusive process.
Project Updates and Participation:
Regular updates on the ITSM Optimization Project will be provided on this site. To learn more or to get involved, please email the team at optimize-itsm@list.arizona.edu.
You can also join us at the ITSM Information Hours every other Friday at 9:05 a.m. https://arizona.zoom.us/j/84229604961?from=addon
Project Scope and Timeline:
The goals of the ITSM Optimization Project are to provide comprehensive visibility and governance of all IT services, ensuring efficient delivery, and maintaining an authoritative record of IT services for our campus. This project lays the foundation for comprehensive service discovery and transitions towards Enterprise Service Portfolio Management.
PHASE 1
April to September
- Service Catalog analysis
- Develop and Propose new Catalog architecture
- Evaluate Catalog Support roles
- Metadata cleanup and KB to Catalog Synch
- Identify quick Wins for UX and Portal
- Collaborate with Service Offering Managers to scrub aged tickets
Access and Propose
PHASE 2
September to January
- New Catalog Development
- Data and Integrations
- UX
- Onboarding campus IT teams and service centers
- CMDB
Plan and Act
PHASE 3
January and Beyond
- Work is largely informed by prior phases
- Continued onboarding
- Portal relaunch
- Strategic Portfolio Management (SPM) analysis and proposal
- Continued work on CMDB
- SLA's and performance metrics
- Continued refinement of catalog
Measure and Evolve
Service Portfolio Management
The project aims to deliver a thorough understanding of all IT services, ensuring their efficient management and delivery. By maintaining a detailed record of services, the project will support better decision-making and governance across campus.
ITSM Optimization (Service Now)
Develop and make easily available a comprehensive portfolio of both centrally supported and departmentally managed services.
- Increase efficiency: Standardize process and language, automate tasks
- Increase user adoption: Make ServiceNow user-friendly, drive higher user engagement
- Gain greater visibility: Develop a clearer picture of our current service architecture and delivery metrics
- Ensure scalability and future-proofing: Adapt ServiceNow to our organization's evolving needs
Service Discovery
Locate and document existing services services to support informed decisions on service integration and the management of specialized offerings.
- Refine our service architecture to better align centralized service offerings
- Identify unique services that need to be preserved within the new structure
- Build a bridge between services to foster collaboration, resource sharing, and a more efficient IT environment
Service Portfolio Management
Develop a roadmap, demonstrating alignment between technology and he university's goals. Empower improved decision-making about IT investments, ensuring technology supports the core mission of the university.
- Move to a portfolio management strategy encompassing service delivery, system interoperability, asset management, and risk management
- Promote efficiency and improved service delivery by standardizing systems and processes
- Foster innovation by creating a framework for the integrating new technologies