INFORMATION TECHNOLOGY SERVICE MANAGEMENT (ITSM) - Connecticut College
[Pages:1]INFORMATION TECHNOLOGY SERVICE MANAGEMENT (ITSM)
Since fall 2012, Information Services has been steadily adopting the best practices of Information Technology Service Management (ITSM) using the guidance outlined in the IT Infrastructure Library (ITIL). ITIL is the most widely accepted framework to IT Service Management in the world.
ITIL consists of five core areas, which all have a direct impact on IS's role in providing information technology services: strategy, design, transition, operations and continual improvement. The goal is to provide structure, stability and strength to campus technology capabilities, using durable principles, processes, methods and tools. The use of these methods protects technology and data assets, and helps staff members provide high-quality service.
One key component of managing information technology is the IT Service Desk, a vitally important part of the IS organization. It is the single day-to-day point of contact for information technology users, and its staff handles requests using the WebHelpDesk software. This software provides a set of tools to manage information technology data about incidents, problems, known errors, change records, hardware, software, employees, frequently asked questions and servicelevel agreements (SLAs). Further important components of IT management include Enterprise Systems' repository of software master copies (using a tool provided by GitHub), and its biannual disaster recovery exercises of the Banner enterprise resource planning (ERP) system.
THREE THINGS YOU SHOULD KNOW ABOUT IT SERVICE MANAGEMENT:
? The IT Service Desk is an important part of managing information technology on campus. It is becoming the single point of contact to resolve problems of information technology users.
? The WebHelpDesk software provides a set of tools and databases to manage information technology data. As part of its deployment of ITSM, Enterprise Systems uses this software to track the change, testing and approval change management process.
? Enterprise Systems manages master copies of software programs using GitHub, and conducts biannual disaster recovery exercises.
For more information, contact Jean Dailey, AVP for Enterprise Systems, at x2912 or jdailey@conncoll.edu.
................
................
In order to avoid copyright disputes, this page is only a partial summary.
To fulfill the demand for quickly locating and searching documents.
It is intelligent file search solution for home and business.
Related download
- information technology — service management
- information technology service management itsm
- information technology — service management iteh standards store
- information technology management
- information technology service management part 2 guidance on the
- elements of the information technology services management system
- it service management itsm nc
- provisions and guidelines for information technology service management
- information technology service management itsm connecticut college
- what is it service management
Related searches
- why is information technology important
- why information technology is important
- importance of information technology today
- information technology in today s world
- information technology topics for research
- information technology in business today
- information technology importance in busi
- information technology essay topics
- information technology importance in business
- importance of information technology essay
- information technology speeches
- benefits of information technology degree