IT Service Management (ITSM) Initiative
Northwestern IT has recently launched an ITSM Initiative that is meant to:
- Ensure that the services we deliver continue to evolve and align with the needs of those we serve
- Improve the quality and consistency of the customer experience through the delivery of repeatable, high-quality services and support
- Reduce the number of unplanned outages and service disruptions
- Provide relevant and timely information about our services, including key performance indicators
- Enhance overall efficiency in the delivery of services
Goals and Objectives
- Develop a broad-based understanding of ITSM
- Establish a Service Taxonomy and Service Roles
- Form an ITSM Steering Committee that will oversee service management process improvements
- Design and develop a new and improved Service Catalog
- Assess the current Knowledge Management process and make recommendations for improvements
Approach
The ITSM Initiative will be achieved in a phased approach from January 2018 through April 2019.
Project Kick-off
April 2018
Project kick-off began with the delivery of ITSM Workshops in January 2018 for Northwestern IT staff and IT partners. Discussions held during these workshops allowed NUIT to establish priorities for a renewed focus on ITSM, including the development of a roadmap for the first year of the project.
Planning
February - March 2018
Planning includes mapping the agreed-upon priorities and key deliverables to the proper project documentation, as well as forming the appropriate governance committees and working groups necessary to steer the completion of the deliverables.
Execution
March 2018 - March 2019
Execution includes the completion of key deliverables, as defined in the Roadmap.
User Testing and Stakeholder Feedback
Through the life of the project.
Usability testing and engagement with key stakeholders will occur throughout the project, e.g., usability studies related to the design of the new and improved Service Catalog and feedback from members of the Steering Committee regarding the proposed taxonomy for the Service Catalog and Service Roles.
Deployment
As this project extends beyond deploying a software application or new service, we have adapted this phase to include the completion of key deliverables, as specified in the Roadmap and the Roadmap Details document
.
Post-implementation
March 2018 - March 2019
The post-implementation phase will include review and assessment of the work completed. A report highlighting lessons learned will be produced and will also help with creating key deliverables to be completed going forward.
Initiative Contacts
| Name | Title | Role |
|---|---|---|
| Dush Fernando | Director, Technology Support Services | Project Sponsor |
| Dee Lee | Senior Project Manager | Project Manager |
| Joseph Kurtin | Manager, Network and Communications Services | Project Lead |
| Christine Ganjani | IT Communications Specialist | Project Team |
Last Updated: 2 May 2019
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