The IT Service Management (ITSM) project has successfully completed its implementation phase and has transitioned the ITIL processes of Incident, Problem, Change, Knowledge, and Request into ongoing operations and continuous improvement. At the same time the Office of Information Technology (OIT) is undergoing a reorganization of its structure, aligning its practices and processes more closely to ITIL methodology, where cross-functional service teams manage IT services and systems. In light of the changes underway in OIT, ITSM processes ‘Service Portfolio Management’ and ‘Configuration Management’ will be temporarily paused.
Paul Honsey, as the new service owner for End User Support Services in OIT’s restructured organization, is now responsible for the operational ITSM processes. Paul will work with the process teams for Incident, Problem, Change, Knowledge, and Request. These teams have the responsibility to ensure that the ITSM service sets appropriate priorities for onboarding and enhancements, and provides excellent service to the University community. As units onboard into ServiceNow, they are encouraged to participate on the process teams to help guide enhancement priorities and future direction.
Phase II onboarding to the ITSM service continues to progress. The following non-OIT units have been onboarded in the ITSM tool:
- College of Design (Incident)
- Academic Support Resources - e.g. CITSU (Incident), One Stop (Incident)
- Carlson School of Management (Incident and Knowledge)
- Admissions (Incident)
- College of Liberal Arts (Incident and Knowledge) Go live date: June 25/26
IT units interested in onboarding should contact Donna Edelen, OIT project manager at firstname.lastname@example.org. Questions regarding the ITSM project in general, should be directed to Paul Honsey at email@example.com.
We have enjoyed collaborating with our partners on the ITSM implementation and look forward to this service maturing and having a lasting impact on the IT community at the University of Minnesota.
Tim Gagner and Renee Rivers