Body
Statement of Best Practice
IT Service Management (ITSM) is a discipline of best practices that enable IT organizations to deliver the highest quality services and outcomes to their business partners within the constraints afforded to them.
The practice owner is accountable for ensuring a practice is fit for purpose. This should be a senior position in an organization so that the practices can be championed effectively. Tasks of the practice owner include:
- Documenting and publicizing the practice
- Defining, reviewing and taking action on Key Performance Indicators (KPIs)
- Assisting with, being ultimately responsible for the design of the practice
- Improving practice effectiveness and efficiency
- Reviewing proposed enhancements to the practice and addressing any issues
- Providing input into the Service Improvement Plan (SIP)
- Ensuring that staff are trained and are aware of their practice roles
- Ensuring the practice and its associated roles and responsibilities are regularly reviewed and audited
- Ensuring needed resources are available
The LT sponsor is the sitting leadership team member who has ultimate accountability for the design and delivery of a particular practice or service. They work closely with the practice/service owner to ensure success.
- Sign-off on service/practice definition and design
- Review adoption/compliance and performance metrics quarterly
- Set targets
- Prioritize improvement opportunities
- Acquire resources for implementing improvement plans
- Represent the service/practice with other members of the LT and campus community
Contact
- Assistant Director, IT Process and Planning
ITSM Practice
Practice
|
Description
|
Practice Owner
|
LT Sponsor
|
| Service Catalog Management |
Live services available and provided by IT Services |
Bob Black |
Troy Travis |
| Service Level Management |
Ensure that a service is managed with a business focus, regardless of where the technology components or professional capabilities reside. |
Bob Black |
Troy Travis |
| Incident Management |
It's broken. Fix it. |
Pete Ferris |
Troy Travis |
| Request Fulfillment |
Give advice or instructions; or allow subscription or access to defined, documented services |
Pete Ferris |
Troy Travis |
| Service Desk (IT Help) |
Provide first point of contact for incident management and request fulfillment |
Chuck Angel |
Troy Travis |
| Change Management |
To control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services |
Pete Ferris |
Troy Travis |
| Service Asset and Configuration Management |
To define the assets, physical and virtual, from which our services are built and delivered. |
Bob Black |
Troy Travis |
| Project Portfolio (Value Engineering) Management |
To decide which IT projects to undertake and when |
Kent Covert |
Brian Henebry |
| Project Management |
The execution of active projects to completion. |
Kent Covert |
Brian Henebry |
| Knowledge Management |
Provide meaningful IT knowledge to our external stakeholders about the services and technologies we offer and how to interact with them. |
Em Smith |
Brian Henebry |
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