Service Management

Processes and procedures regarding ITIL processes including (but not limited to) Incident, Change, and Configuration Management.

Categories (2)

IT Change Management

IT Change Management is an ITSM process that ensures all changes to IT systems and services are planned, tested, and implemented with minimal risk and disruption. Our goal is to maintain service stability while enabling necessary improvements and innovation.
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IT Incident Management

IT Incident Management is the process of identifying, analyzing, and resolving disruptions or potential disruptions to IT services to restore normal operations as quickly as possible. We aim to minimize the impact on business operations and ensure service continuity through structured workflows and communication.
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Articles (4)

Service Owner Welcome Guide

Explore the strategic accountabilities of the Service Owner role and the core concepts required to deliver reliable, value-driven outcomes to the university community. This introduction explains how effective service management ensures that institutional investments translate into measurable success for students, faculty, and staff.

New Service Roadmap (with checklist)

Follow a structured, six-phase journey to move a service from initial concept to live production within a three-to-five-week timeframe. Each phase provides a step-by-step guide to ensure all strategic, technical, and support requirements are met to deliver a high-quality user experience.

New Service Validation Checklist

Perform a final technical and user-experience quality check in the Sandbox environment to confirm that forms, workflows, and knowledge articles are accurate and ready for institutional use. Service Owners use these criteria to verify that every service is intuitive and functional before providing official sign-off for production.

New Service Checkpoints

Manage the long-term health of a service through scheduled post-launch milestones and ongoing annual reviews designed to optimize performance. These checkpoints guide owners in gathering feedback, analyzing request trends, and maintaining accurate documentation to keep services aligned with evolving university priorities.