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.
Not quite ITIL
Penn State’s Service Management Program uses ITIL as a starting point for most of it’s process, but adds in other frameworks and best practices, such as those from the Project Management Institute (PMI) and ISO quality standards. Most importantly, the processes are adjusted by Penn State IT professionals to work within our higher-ed structure, and to fit our needs.
ITS PROCESSES:
The IT Transformation Program has identified the processes within it’s scope for Outreach, ITS, Smeal, Harrisburg, and York. The first six make the core of a shared service desk. The portfolio processes work together to inform strategic planning, and the “connector” is for connecting and leveraging data into information.
Shared Service Desk:
- Incident Management
- Change Management
- Service Request Fulfillment
- Service Catalog Mangement
- Problem Management
- Knowledge Management
The Portfolio’s:
- The Portfolio Processes include Service Catalog Portfolio, Resource Portfolio, Project Portfolio and Project Management.
The Connector’s:
- The connector’s include Configuration Management Database / Data Center.
Business Relationship Management
- ITS is also working on creating a more formal Business Relationship Management methodology. Although this model being developed in parallel with the Service Management Program, and is how ITS will connect with our Penn State IT customers, it is not technically part of the program, and other units do not need to adopt it.