Affiliation: IT Employees and Leadership
Service management consists of a set of specialized organizational capabilities for providing value to customers in the form of services.*
IT Service Management
IT service management is the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, processes, and information technology.*
A service is a means of delivering value to customers by facilitating outcomes that the customer wants to achieve without the ownership of specific costs and risks.* A service is supported by technical systems
I.e. The Student Information System (SIS) is a service that delivers specific, strategic value to the University. Banner is one of many technical systems that supports the service.
The required field within a work order that specifies the service (e.g. Identity Management)
The technology, systems, or administrative business process and that empowers the service category (e.g. Bronco NetID)
The specific technological component, sub-system or function being manipulated, provided, maintained or offered within the scope of the work. (e.g. Departmental Account)
Ongoing activities required to maintain and deliver a service or conduct administrative business.
A formal request to carry out a defined activity*. I.e. An assignment to an OIT staff member in one of the following types of work:
An option published on the service catalog that a customer may submit as a request to obtain a pre-determined service outcome in which the fulfillment process is already known and established.
I.e. Request a new departmental BroncoNetID
An unplanned interruption to an IT service or reduction in the quality of an IT service.*
I.e. Bronco NetID was not created for a newly admitted student
Work required to maintain and support ongoing functional and technical service operations. Often cyclical, schedule or predicable.
I.e. Provide a report of Bronco NetIDs for staff who are considered eligible for access to IT training
A question, concern or complaint that may or may not result in work performed by an individual but consumes human resource time and effort to resolve or respond to.
I.e. Can I change my Bronco NetID?
The addition, modification or removal of a component of a service.* Also includes the removal of a service entirely
A piece of work to be done or undertaken that contributes to the completion of a work order, project, change. May also be in the form of a standalone task, which is not associated to a work order, project or change.
Strategic Planning and Project Portfolio Management
An organizational management activity that is used to set priorities, focus energy and resources, strengthen operations, ensure that employees and other stakeholders are working toward common goals, establish agreement around intended outcomes/results, and assess and adjust the organization's direction in response to a changing environment.***
A document used by an organization to align its organization and budget structure with organizational priorities, missions, and objectives.***
An elaboration of the mission statement, developing with greater specificity how an agency will carry out its mission. The goal may be of a programmatic, policy, or management nature, and is expressed in a manner which allows a future assessment to be made of whether the goal was or is being achieved. (OMB). The quantifiable aims of strategic activities, including outcome goals and output goals.***
In a strategic plan, an objective may complement a general goal whose achievement cannot be directly measured. The assessment is made on the objective rather than the general goal. Objectives may also be characterized as being particularly focused on the conduct of basic agency functions and operations that support the conduct of programs and activities. (OMB).***
Strategy (or strategic initiatives)
Specific activities or actions are undertaken to achieve a strategic goal, including the plans and milestones.***
May be comprised of one more project, or a program of interrelated projects that are managed collectively.
A temporary endeavor that produces a unique product, service, or result.**
I.e. Integration and transition from bi-weekly to semi-monthly pay for staff. (Effects an existing service)
Project status indicates where a project is within the stages of the project lifecycle.
An uncertain event or condition that, if it occurs, has a positive or negative effect on a project's objectives.**
A group of related projects managed in a coordinated way to obtain benefits and control not available from managing them individually.**
A collection of projects and programs that are managed as a group to achieve strategic objectives.**
Centralized management of one or more portfolios that enable executive management to meet organizational goals and objectives through efficient decision making on portfolios, projects, programs, and operations.**
A weighted value applied to a work order, project, change, or task that provides individuals absolute certainty on what work must be accomplished before others based on University Value and Urgency. A priority value of 1 is the lowest and 99 is the highest. The value of “Emergency” indicates work that must be completed as soon as possible.