IT Service Management
IT Services focuses on a IT Service Management strategy. "IT Service Management (ITSM) is a discipline for managing information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business," [Wikipedia]. ITS uses the Information Technology Infrastructure Library (ITIL) framework as a baseline reference methodology for our approach to implementing and managing IT Service Management. Each area is customized and modified for UAA as needed and paractice areas are at various levels of maturity.
Each practice area has a Practice Manager assigned by the CIO whose role is to be the end-to-end owner of a specific ITIL 4 Practice. Their mission is to ensure the practice is fit for purpose, consistently applied across the organization, and continuously improving to meet business goals.
| Practice Category | Practice Area | Description | Practice Manager |
| General Management | Strategy Management | Formulating goal, adopting courses of action, and allocating resources to achieve goals | Associate Vice Chancellor & CIO |
| Portfolio Management | Ensuring the right mix of programs, projects, products, and services based on strategic decision-making to remain within budgetary and resource constraints | Associate Vice Chancellor & CIO | |
| Workforce and Talent Management | Placing the right people in the right role to support business objectives by ensuring they have the appropriate skills and knowledge | Associate Vice Chancellor & CIO | |
| Risk Management | Understanding and effectively handling risks by identifying, evaluating, and prioritizing them | Associate Vice Chancellor & CIO | |
| Project Management | Ensuring the successful and timely delivery of all projects | Associate Vice Chancellor & CIO | |
| Relationship Management | Establishing and nurturing relationships to create value and partnerships across all stakeholders, including customers and providers | Associate Vice Chancellor & CIO | |
| Information Security Management | Protecting information that the company needs to conduct business | Director of Infrastructure Services | |
| Knowledge Management | Maintaining and improving people’s ability to effectively and conveniently use information and knowledge | Director of the Service Center | |
| Service Financial Management | Effectively using financial resources and investments to support service management plans and strategies | Business Office Manager | |
| Continual Improvement | Improving products, services, practices, and management of these to respond to changing business needs | ITS Executive Leadership Team | |
| Organizational Change Management | Ensuring smooth and successful implementations of organizational changes across people, technologies, processes, structures, and services | ITS Executive Leadership Team | |
| Supplier Management | Managing suppliers and their performance to support seamless provisioning of products and services | ITS Executive Leadership Team | |
| Architecture Management | Address the different, interrelated business, service, information systems, technology, and environmental architectures that enable the organization to achieve its objectives | TBD | |
| Measurement and Reporting | Collecting and assessing relevant data to support good decision making | TBD | |
| Service Management | Business Analysis | Analyzing a business or business element, defining associated needs, and recommending solutions that solve the problem | Director of Infrastructure Services |
| Release Management | Making new and changed services and features available for use | Director of Infrastructure Services | |
| Change Management | Assessing, authorizing, and managing risks to maximize the number of successful service and product changes | Director of Infrastructure Services | |
| Service Catalog Management | Providing the relevant audience with a single source of consistent service and service offering information | Director of the Service Center | |
| Problem Management | Reducing incident likelihood and impact by identifying actual and potential causes | Director of the Service Center | |
| Incident Management | Restoring normal service operation as fast as possible to minimize an incident’s negative impact | Director of the Service Center | |
| Service Request Management | Handling all pre-defined, user-initiated service requests to support the agreed service quality while providing an effective, user-friendly experience | Director of the Service Center | |
| Service Desk | Establishing and maintaining an entry point and single point of contact to capture user demand for incident resolution and service requests | Director of the Service Center | |
| Service Design | Designing products and services fit for purpose and use that can be delivered by the organization and its ecosystem | ITS Executive Leadership Team | |
| Service Level Management | Setting clear business-based service level targets against which the organization can assess, monitor, and manage service delivery | ITS Executive Leadership Team | |
| Availability Management | Maintaining service availability for customers and users according to agreed levels | ITS Executive Leadership Team | |
| Capacity and Performance Management | Cost-effectively providing services to achieve agreed and expected performance meeting current and future demand | ITS Executive Leadership Team | |
| Service Continuity Management | Maintaining service availability and performance at sufficient levels when a disaster occurs | ITS Executive Leadership Team | |
| Monitoring and Event Management | Systematically observing, recording, and reporting all service service components and selected events that lead to change of state | ITS Executive Leadership Team | |
| Service Validation and Testing | Ensuring new or changed products and service meet defined requirements | ITS Executive Leadership Team | |
| Service Configuration Management | Implementing and maintaining accurate, reliable, available source of service configuration information and the configuration items (CI) supporting them, including CI configurations and relationships between them | ITS Executive Leadership Team | |
| IT Asset Management | Planning and managing the IT asset life cycle to maximize value, control costs, support IT asset decision-making, and meet regulatory and contractual requirements | ITS Executive Leadership Team | |
| Technical Management | Deployment Management | Moving new or changed hardware, software, documentation, processes, or components to live environments | Director of Infrastructure Services |
| Infrastructure and Platform Management | Overseeing the physical and virtual technology resources that the organization uses | Director of Infrastructure Services | |
| Software Development and Management | Ensuring that applications meet internal and external stakeholder functionality, reliability, maintainability, compliance, and auditability needs | Director of Infrastructure Services |