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.

Process Management

Owner: Greg Kroll


Description
How to create, modify, and remove processes that apply across Virginia Tech's Division of Information Technology.


Documentation

Major IT Service Issue

Owner: Joyce Landreth

Manager: Luke Sullivan


Description
Defines the communications and handling of major issues with services.


Documentation

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

Videos