Division of IT: ITSM Processes
IT Service Management Processes
The processes below apply only to the Division of IT and not to the rest of the university.
IT Service Management processes guide and coordinate activities and clarify roles and responsiblites with the intention to help service providers deliver services that better position customers to achieve desired business outcomes.
Design of these processes draws on the IT Infrastructure Library framework. For an introduction to the IT Infrastructure Library, watch the ITIL 4 Foundations course on LinkedIn Learning. If you are interested in IT Service Management, join the ITSM interest group by going to groups.google.com, searching for “itsm”, and requesting to join.
Problem Management for Major IT Service Issue
Owner: Joyce Landreth
Manager: Carol Hurley
Identify the root cause of incidents and address the issue at its core (so the incidents and outage do not occur again).
- Problem Management for Major IT Service Issue Process
- Version 1-2: July 6, 2018
- Flowchart Diagram
- Using Problem in ServiceNow Guide