Building a Shared Vision for IT Service Management:

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Presentation transcript:

Building a Shared Vision for IT Service Management: How We Unified Seven ITIL Processes into a Single Tool Carla Birckelbaw Rob Bailey

Incident Form - Client

Incident Form – Web Client

Service Request Form - Client

Infrastructure Incident- Client

Self Service Portal

Self Service Portal – Report an Issue

Self Service Portal – Make a Request

Self Service Portal – Submission Form

Self Service Portal – Knowledge Articles

Self Service Portal - Status

Change Request Form

CMDB Record - System

Knowledge Record

Vendor Management (In Development)

Release Management (In Development)

Dashboards

ISU ITSM by the Numbers Since December 17th, 2015 (10 Months) Total Incidents: 18,452 Infrastructure Incidents (Problem): 1,670 Total Service Requests: 37,225 Total Change Requests: 1,323 Total KB Articles: 2,392

Please contact us if you have questions: Carla Birckelbaw – crbirck@ilstu.edu Rob Bailey – rsbaile@ilstu.edu

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