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

2. Incident Form - Client

3. Incident Form – Web Client

4. Service Request Form - Client

5. Infrastructure Incident- Client

6. Self Service Portal

7. Self Service Portal – Report an Issue

8. Self Service Portal – Make a Request

9. Self Service Portal – Submission Form

10. Self Service Portal – Knowledge Articles

11. Self Service Portal - Status

12. Change Request Form

13. CMDB Record - System

14. Knowledge Record

15. Vendor Management (In Development)

16. Release Management (In Development)

17. Dashboards

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

19. Please contact us if you have questions:
Carla Birckelbaw –
Rob Bailey –

20. Help Us Improve and Grow
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