University of Oregon

Announcing Our IT Service Management Initiative


In 2012, Melissa Woo, Chief Information Officer and Vice Provost of Information Services, introduced the "Five I's"—Infrastructure, Identity Management, Information Security, Information, Innovation—on which Information Services will focus for the next few years.

To better use limited resources and to improve service to campus customers, Information Services has added two additional I's to our vocabulary that are critical to the success of the Five I's: ITIL and ITSM.

Information Services will be implementing ITSM (IT Service Management) using the ITIL (IT Infrastructure Library) framework. As Information Services is just one part of the total campus IT picture, we will also be introducing ITSM to our distributed IT colleagues through training opportunities so that we build a common understanding across the campus IT community.

Information Services and many other higher education IT organizations have traditionally approached service delivery and support from a technology perspective: we offer Banner, Exchange, networking, telephones, and email (among many other services) to campus. ITSM shifts this perspective by focusing on improving the quality of services and relationship with campus customers through a set of process-based best practices.

ITSM builds efficiency—a key to working well in a resource-constrained environment—in several ways. It works by better coordinating across various campus IT professionals and groups, which means we can spend time serving campus instead of trying to figuring out how to connect the different processes each group uses. ITSM also builds efficiency by better aligning the services we offer with the needs of the University.