IT Service Management Vision and Strategy Summary / …
IT Service Management Vision and Strategy Summary / Roadmap
Lyle Nevels, Deputy Chief Information Officer Presented at the One IT Summer Gathering
August 13, 2014
University Profile and Mission
The University of California at Berkeley strives to be a community dedicated to teaching, research and public service.
? Comprehensive academic excellence. ? Student success outside the classroom. ? Equity and inclusion. ? Sustainable funding model. ? World class administrative operations and
infrastructure renewal. ? Basic and applied research.
What is ITSM?
IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the University, emphasizing benefits to customers.
ITSM involves a paradigm shift from managing IT as stacks of individual components to focusing on the delivery of end-to-end services using best practice process models.
Why ITSM?
Enhance / increase service level success. Align IT goals with those of the Units and
Departments we support. Make `Excellence in Service' a part of our culture. Improve quality and reliability of IT services offered. Optimize resource utilization. Enforce collaboration across silos. Move from traditional supply-demand model to
customer oriented processes and service value creation.
Core ITSM Disciplines
Service Support
Enables effective IT Services Building blocks of all IT Services
SReecluearistey Management
SCehcaunrgitey Management
ConSeficguriattyion Management
Service Level Management
Capacity Management
FinSeanrvciicael MLegvmelt. FMoraInTaSgeermviecnets
IT Service CCoonnttiinnuuiittyy MMggmmtt.
Availability
Service Delivery Management
Service Delivery
Security
Management of the IT Services Management
Service Support
PSreocbulreitmy Management
ISnecciudreintyt Management
Service Desk
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