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.
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.
Process Management
Owner: Greg Kroll
Description
How to create, modify, and remove processes that apply across Virginia Tech's Division of Information Technology.
Documentation
- Process Management Process
- Version 1: Jan. 5, 2016
- New Process Template
Major IT Service Issue
Owner: Joyce Landreth
Manager: Luke Sullivan
Description
Defines the communications and handling of major issues with services.
Documentation
- Major IT Service Issue Process
- Version 2: May 17, 2018
- Flowchart Diagram
Problem Management for Major IT Service Issue
Owner: Joyce Landreth
Manager: Carol Hurley
Description
Identify the root cause of incidents and address the issue at its core (so the incidents and outage do not occur again).
Documentation
- Problem Management for Major IT Service Issue Process
- Version 1-2: July 6, 2018
- Flowchart Diagram
- Using Problem in ServiceNow Guide