Introduction to the OIT Information Technology Service Management (ITSM) Program

 ITSM Program Overview  ITSM Benefits  Where We Are/Where We Are Going  The ITSM Tool  ITSM Consulting Services  Next Steps Contetns

 A best practices approach to providing and managing IT services.  Focused on value and continual service improvement.  ITSM is based on ITIL (Information Technology Infrastructure Library)  ITIL is a service delivery and management framework based on the service lifecycle Service strategy Service design Service transition Service operations Continual Service Improvement  ITIL defines and documents the IT processes and functions and ITSM employs them to meet the technology service requirements and priorities of the University. Industry best practice focusing on deliverying value and efficiency through the design, delivery, and continuous improvement of services aligned with the strategy, key risks, and available resources of the University. IT Service Management (ITSM) Program Overview

The Goal of the ITSM Program  Focus on understanding and satisfying business requirements  Develop integrated and process-based services  Deploy ITSM methods, tools and best practices  Enable Continual Service Improvement (CSI)

From Traditional IT to ITSM ITSM Service Focus Preventative Proactive Customers Distributed, sourced Integrated, enterprise-wide Repeatable, accountable Documented best practices University business perspective Service orientation Traditional IT Technology Focus Fire-fighting Reactive Users Centralized, in house Isolated, silos Ad hoc Informal practices IT internal perspective Operational specific

 A more nimble and efficient OIT  Services aligned to changing business needs  Information-based planning (data)  Better IT resource management and utilization  Less downtime and fewer unplanned outages  Improved service delivery  Holistic view of IT service ITSM Program Benefits

 Train OIT staff in ITSM concepts and practices  Implement an ITSM tool to support ITIL service life cycle processes  Identify process and service owners  Define services and processes  Implement ITSM operational processes  Develop key performance indicators and use them to develop appropriate service delivery levels  Develop processes to enable quantification of the financial value of IT services Our 3-Year Program Goals:

 Industry standard  Competitive pricing  Embraced by peer institutions The ITSM Tool: Service Now

 Tool implementation  Process development  Service and process owner training  Knowledge and capability transfer  Transition of management and oversight to Princeton/OIT. ITSM Consulting