Introduction
IT Service Management (ITSM) is the capability responsible for providing and supporting the information technology services managed throughout the University IT ecosystem. Full details of the program that underpins this service are published in our ITSM Knowledge Base.
Capabilities, benefits and key features
- The purpose of IT Service Management is to provide best practice guidance about the IT practices used across the university and to standardize on common processes where feasible in order to provide technology services at maximize value to the customer.
- Practices currently provided by the IT Service Management capability include:
- Service Desk (IT Help): Provide first point of contact for incident management and request fulfillment
- Incident Management: Fixing issues that negatively impact use of IT (Information Technology) services
- Request Fulfillment: Answering “how-to” questions, and fulfilling small, repeatable, low-risk requests that clients ask of IT
- Service Catalog: Describing and detailing the IT services provided to the University in this client portal
- Change Enablement: Minimizing the risk that changes made to IT services have negative impact on clients
- Knowledge Management: The process of ensuring that information is stored and shared with people who need to have it; one tangible outcome is the Knowledge Base, containing end-user support articles
- Service Configuration Management: Define the assets, physical and virtual, from which our services are built and delivered
- Service Level Management: Ensure that a service is managed with a business focus, regardless of where the technology components or professional capabilities reside
- Project / Portfolio Management: The execution of active projects to completion
- Project Portfolio (Value Engineering) Management: To decide which IT projects to undertake and when
Who may use it?
- All students, faculty, staff, and other constituents consume our IT Service Management capabilities when interacting with the IT Services division, though this is largely transparent to the client
- IT staff within IT Services and across the campus that play a role in providing IT Services utilize the IT Service Management service directly in the course of normal business
Cost
There is no direct cost. IT Service Management is integrated into the cost of the IT Services division doing business.
How do I get started?
If you are part of an IT team and are not already involved in our IT Service Management platform, TeamDynamix, or you wish to expand the practices used by your team, click the button for consulting services and we will work together on a deployment plan.
What is our commitment?
IT Services is committed to delivering high-performance, reliable services that meet Miami’s needs, and to help clients consume those services.