What is ITSM?. IT Service Management Bill Wrobleski Director, Technical Infrastructure, ITS

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Presentation transcript:

IT Service Management Bill Wrobleski Director, Technical Infrastructure, ITS wrob@hawaii.edu

What is ITSM?

The tools and processes to run an IT Organization

Incidents • Problems • Configurations Problems • Releases • Assets • Events Capacity • Availability • Continuity Billing • Service Levels • Change Catalogs • Tickets • Finances • More…

& More!

ITS’ plans for ITSM

We’d like to mature our key processes and tools so we can provide improved service to the UH community

☑️ Select an ITSM SaaS provider RFP process underway. Should have selection by October and contract signed by end of 2017. ☑️ Implement a core set of functions in ITS Service Desk, Service Catalog, Billing, Incident Mgmt, Change Mgmt, Configuration Mgmt

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