I'd like to share this update from OIT about the ServiceNow project. This is a University-wide initiative to implement common tools for managing IT support, and part of the University's goal to use ITIL methods. Note that we do not expect to see this at UMM until after January 2012. Consider this an "FYI" for our campus, we'll come back to this at a later time:
On Friday, August 12, Office of Information Technology (OIT) Technology Help (Service Desk) began using ServiceNow to record and categorize all incidents reported to the Technology Help service. Since that time, 3,203 incidents have been recorded.
In the coming weeks, additional groups within OIT will be trained in ServiceNow and its associated new processes.
Over the coming months OIT will continue to fine tune the IT Service Management processes, and test the strengths of this new system. It is our intention that ServiceNow will be implemented by service groups according the following schedule:
- August 12: Group A - Technology Help, TAC, Application Support, Data Center, Field Services Repair, and the ServiceNow Tiger team.
- August 29: Group B - Application Change, Cable Infrastructure Support, Computer Lab Support, Desktop Support, Network and Telecom Infrastructure Support, Business Solutions, Package Solutions, Performance Testing, Production Services, Software Administration and Licensing.
- Early September: Group C - Active Directory Services, Business Intelligence, Change Approval Board Members, Data Protection, Data Security, Data Storage, Identity Access Management, Linux Support, Solaris Support, System Monitoring, System DBA, Video Solutions, Voice and Data Requests Support, and Windows/ESX Support.
- Mid September: Begin training on OIT Change Management in ServiceNow
- Late September and October: Remaining relevant OIT groups for Incident Management
- November and December: Current HP Service Center users (non-OIT)
- January 2012: Broader IT Service areas at the University of Minnesota