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IT Service Management SIG

IT Service Management SIG. TIF-Ignite 2013-04-24. ITSM SIG Goals. Service Management, not Technology! Run IT like a Business Demonstrate Value of IT to the Organization Establish Baselines for IT Services What does it cost to run IT? What services does IT provide?

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IT Service Management SIG

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  1. IT Service Management SIG TIF-Ignite 2013-04-24

  2. ITSM SIG Goals • Service Management, not Technology! • Run IT like a Business • Demonstrate Value of IT to the Organization • Establish Baselines for IT Services • What does it cost to run IT? • What services does IT provide? • Opportunities for Sharing and Collaboration • Find effective best practices • Shared process, shared tools

  3. ITSM SIG Format • Pick a service management area or topic. • Conduct an online survey of IT managers to understand how different units approach the topic. • Compile results, create comparisons. • Meet to share and discuss results. • Post results, examples, documents, use cases, etc. online.

  4. ITSM SIG Results Highlights N = 5 (all academic units), StdDev ~700

  5. ITSM SIG Results Highlights N = 7

  6. ITSM SIG Results Highlights BUT . . . . . . 6 of 7 respondents believe that their web strategy is either not working well or not working.

  7. It’s Your ITSM SIG • This is actionable information! • Identify common gaps • Build business cases • Plan staffing levels for new services • Reuse processes, templates from peers • Even if you can’t attend, you still get value! • Consider filling out the surveys (we aim for 15 minutes of your time per month)

  8. May ITSM SIG • Wednesday, May 8th, 1-2:30PM, Location TBD • Planned guest speaker: Julie Mohr • Planned topic: IT Support Metrics—You’ve got the data, but what do you do with it? • Please join us! (And fill out the survey even if you can’t join us.)

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