The ITS transformation to the Service Management Program was completed on June 30th, 2016. Current program information is now on the Service Management Office website.
Please refer to http://smo.psu.edu for information and questions.
Incident Management
Incident management focuses on restoring University services as quickly as possible following an unplanned service interruption or a reduction in service quality. The process provides staff guidance on diagnostic and escalation procedures to quickly restore services with minimal impact to users.
See the Incident Management Process Primer for more information.
Change Management
Change management focuses on the planning and approval of upcoming changes to University services, taking into consideration the various stages in the life of a service. This carefully planned approach to change helps Penn State understand and minimize the risk of change to the service environment.
See the Change Management Process Primer for more information.
ITS sub unit Process Liaisons
ITS sub unit process liaisons are maintained on the Service Management Office website, http://smo.psu.edu/contact-us/its-subunit-liaisons/
Project Implementation
Project implementation for Incident and Change ManagementINCIDENT MANAGEMENT | | | CHANGE MANAGEMENT | ||
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ITS Project Goals Implement the Service Now Incident Management module and processes for the ITS sub units. Key Deliverables • Incident management module deployed and available to ITS staff. • ITS specific functionality (from ITS process workshops) incorporated into ServiceNow. • User Testing and Acceptance. • Implementation of Assignment Groups. • ITS staff (ITIL users) trained on Incident Management training. • Transform existing ITS sub unit incident management (ticketing) and email support systems to ServiceNow (e.g. RT, Remedy, RFS, etc.) • Establish KPI reports. | | | | | | | | | | | | | | | | | ITS Project Goals Implement the Service Now Change Management module and processes for the ITS sub units. Key Deliverables • Change management module deployed and available to ITS staff. • ITS specific functionality (from ITS process workshops) incorporated into ServiceNow. • User Testing and Acceptance. • Establishment of ITS Change Advisory Board (CAB) and process • ITS staff (ITIL users) trained on Change Management. • Establish KPI reports. • Change Management 2.0 (Enhance policy, process and procedures) |
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PROJECT TEAM RESPONSIBILITY MATRIX: PROJECT TEAM: with RASCI | | | PROJECT TEAM RESPONSIBILITY MATRIX: PROJECT TEAM: with RASCI |
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PROJECT STATUS/ACTIVITY UPDATES: The Incident Management process project implementation is nearing completion. Work packages for transforming from implementation to operations by the SMO have been established. | | | PROJECT STATUS/ACTIVITY UPDATES: The Change Management process project implementation is nearing completion. Work packages for transforming from implementation to operations by the SMO have been established. |
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TRAINING: Tool Training | | | TRAINING: Tool Training |
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PROJECT PLANS/SCHEDULES: Transformation of existing ticketing systems status as of 11.18.15 | | | PROJECT PLANS/SCHEDULES: | ||
ACTION ITEMS: | | | ACTION ITEMS: | ||
MILESTONES: | | | MILESTONES: | ||
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Resources
- Service Management policy, procedures and primers
- The Service Management Office.
- Incident Management Demonstration