Processes for IT Service Management

UITS decided to adopt the ITIL best practices framework for IT Service Management to improve service delivery and, in turn, improve customer satisfaction. Working together, the processes and functions defined within ITIL focus on the entire lifecycle of a service including: service strategy, design, transition to operation, ongoing support, continual service improvement and on through to decommissioning when the service is no longer needed. These processes are designed to:

  • Ensure that IT services are aligned to the needs of customers
  • Improve availability and stability of services
  • Improve communication within IT and with customers
  • Set appropriate expectations for IT services
  • Improve efficiency of internal processes

So far, the following processes have been implemented following ITIL guidelines:

  •  Change Management: Part of the Service Transition lifecycle, the Change Management process provides a clearly defined procedure to submit, review, approve and schedule requests for IT service changes. The objective of the process is to ensure that changes to the IT environment are carefully considered and reviewed so as to minimize the impact on individuals who use our IT services and to avoid change-related conflicts between our IT services.
  •  Service Proposal Process: Part of the Service Strategy lifecycle, the Service Proposal process facilitates the management of the portfolio of IT services and projects in order to maximize available resources, balance competing priorities, and achieve UITS’ and UWM’s strategic and tactical goals. The output of this process is an approved project or a denied proposal.