Purpose and Overview
The IT Service Management (ITSM) service at Miami University provides a structured framework for delivering and supporting IT services across the institution. ITSM ensures that technology services are aligned with business needs, delivering consistent value through standardized processes and best practices. More information on the design and implementation of service management at Miami can be found in our ITSM knowlege base.
Features and Benefits
Features:
The following practices have been formerly adopted and assigned a caretaker
- Service Desk (IT Help): First point of contact for incident management and request fulfillment.
- Incident Management: Resolving issues impacting IT services.
- Request Fulfillment: Handling routine service requests and how-to inquiries.
- Service Catalog: Providing detailed descriptions of available IT services.
- Change Enablement: Minimizing risks associated with IT service changes.
- Knowledge Management: Ensuring critical information is stored and shared effectively.
- Service Configuration Management: Managing IT assets and their relationships.
- Service Level Management: Aligning IT services with business expectations.
- Project Portfolio Management: Managing IT project intake and prioritization.
- Project management: Managing IT project execution.
Benefits:
- Streamlined IT processes and improved service delivery.
- Standardized procedures ensuring consistency across departments.
- Enhanced visibility into IT operations and performance.
- Increased efficiency through automation and structured workflows.
Service Boundaries and Constraints
- ITSM processes are primarily designed for internal IT staff and are not directly consumed by end-users.
- Service availability is subject to Miami University's IT policies and governance.
Eligibility and Audience
This service is available to:
- IT Staff: Within IT Services and across campus who provide and support IT services.
Getting Started and Support
- Consulting Services: Request assistance with ITSM processes and tools
- Knowledge Base: Access comprehensive ITSM documentation and best practices.
- Training Opportunities: Engage with ITSM workshops and training sessions.
For further support, visit miamioh.edu/itchat or contact IT Help at 513-529-7900