University of Oregon

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What is ITSM? ITSM helps align the implementation and management of IT services with needs of the business through a set of process-based best practices.
Why ITSM?

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, and telephones to campus, among many other systems and technologies. From a service-based perspective, we offer finance, HR, and procurement systems, e-mail and calendaring, network access, and telephony services.

ITSM shifts this perspective by focusing on improving the quality of services and relationship with campus customers.

What are the expected outcomes of ITSM? Repeatable processes, improved communication and collaboration, improved quality and reliability of services, and increased customer satisfaction.
Why are we implementing ITSM processes in IS? The main driver for implementing ITSM is to build efficiency by better aligning IT services with the needs of the University of Oregon. Specific objectives include:
  • To better coordinate major incidents,
  • Improve communications, and
  • Reduce service downtime.
How will these initiatives help our customers? The four ITSM initiatives IS is focusing on will provide the campus community with the following benefits:
  • Shared expectations across the organization and with our campus partners
  • Reduced occurrences of significant incidents that impact the University
  • Improved user experience through fewer contact points, better service quality, and less downtime
  • Increased alignment of our services with the needs of the campus
  • Improved understanding in IS of how our services impact our campus partners and a better understanding of the value provided by services
  • Ability for IS to identify continuing opportunities for improvement through documented processes and measurable outcomes
What processes are in scope for this initiative?
  • Change Management
  • Incident Management
  • Service Catalog
  • Service Desk
What processes will be implemented in the future? Roadmap coming soon!
What is ITIL?
  • ITIL stands for "Information Technology Infrastructure Library" and it's a set of best practice processes for ITSM.
  • ITIL consists of 5 lifecycles that a service should go through in order to ensure effective and efficient delivery: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Improvement.
  • ITIL provides a proven framework for improving existing processes and concepts. This reduces the time necessary to make improvements.

If you have questions or would like more information about our ITSM program, please fill out our contact form.