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ITSM Platform Replacement Project


Project Status

October 2021: Northwestern IT is finalizing a list of immediate and future-state requirements to be fulfilled by the replacement of the current IT Service Management (ITSM) platform. The project team and stakeholders across the University are evaluating potential replacements using a vigorous review process, with the goal to select a new platform by the end of 2021.

Project Background

The Northwestern community interacts with the IT Service Management (ITSM) platform in ways they see and many that they do not. Among the platform's many functions, it tracks IT support tickets, helps coordinate changes that IT teams implement, and notifies the community when there are problems. While the existing service management platform has served Northwestern IT well, it has not scaled to provide a good user experience to those seeking IT help, nor does it have the features needed to support IT services at Northwestern’s scale. Northwestern IT is seeking a more robust platform to improve reporting, decrease redundancy, and improve the end-user experience with our catalog of services and those of our campus IT partners.

Benefits to the Northwestern Community

As a result of the project, Northwestern IT will enhance its service delivery to all University clients. Acquisition of a new ITSM platform will allow Northwestern IT to provide: 

Goals and Objectives

Through implementing a more robust and mature IT service management platform, Northwestern IT will be equipped to:  

Timeline

The target dates below are subject to change as the project progresses.

Phase Target Date Status
Planning October 2021 In Progress
Vendor Selection November 2021 In Planning
Implementation January–December 2022 Not Started
Go-Live December 2022 Not Started

Project Team

Name Title Department Project Role
Sean Reynolds  Vice President for Information Technology and Chief Information Officer Northwestern IT Executive Sponsor
Joseph Kurtin Director, Technology Support Services Northwestern IT Project Sponsor
David Gracey Manager, IT Service Management Northwestern IT Project Lead
Deirdre Lee Project and Portfolio Manager Lead Northwestern IT  Project Manager
Serena Simpson Communications Specialist Northwestern IT Project Communications Lead

Last Updated: 6 October 2021

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