March 11, 2014
The IT Service Management (ITSM) initiative–the campus-wide project to improve centrally-provided technology services–is now in the implementation phase.
Last year, UFIT partnered with academic and administrative staff from across campus to identify a “best fit toolset.” The toolset determination was arrived at after lengthy evaluation and a series of outreach events so as many people as possible could have input into the decision process. The first priorities in the implementation phase are the two customer-facing processes: request fulfillment and incident management.
Request fulfillment involves completing any UFIT service requests, particularly those received by service desks (such as the UF Computing Help Desk). Incident management is the process of investigating service interruptions and restoring normal services as quickly as possible. The implementation phase is scheduled for completion in 2015.
The ITSM Strategic Communications team will organize additional engagement and outreach activities (e.g., Lync meetings, events, and online documentation) prior to new tools and processes being put into place. In the meantime, visit the ITSM website for updates on project progress. Complete the feedback form if you have any questions, comments, or concerns and a member of the project’s organizational structure will follow up with you.