Project State: 
Active
Status: 
Green
Project Manager: 
John Borwick, TD consultant
Organization: 
Client Services
Reported: 
Monday, June 12, 2017
Description: 

Deploy software supporting ITIL methodologies and use it to improve business processes and provide IT service to our customers.

Desired results include:
- Clarifying who to contact for support and service requests
- Handling complex service requests without requiring customers to place separate requests to multiple teams
- Reduce unnecessary support interruptions to developers
- Deploy a common, integrated toolset to handle ticketed work throughout IT

Status Summary: 

Canvas groups from AT and ECS, Software Distribution, AT - Clickers Support, Managed Communication Services - on-boarded.

ECS Ops, Technology Across the Curriculum, Telecom - on-board dates scheduled.

Service Catalog work is progressing by IS Executives and their management teams. That is a separate project managed by Polly Millet.

Recently Completed: 
  • Groups on boarded
    • Canvas groups from AT and ECS
    • Software Distribution
    • AT - Clickers Support
    • Managed Communication Services
  • Draft of Telecomm web forms to replace SharePoint web form.
  • ITSM / TD steering committee met in late May. Another meeting scheduled for Wednesday June 21st.
What's Next: 
  • Groups onboard scheduled
    • ECS Ops
    • Technology Across the Cirriculum
  • Additional groups
    • Remainder of ECS
    • Student Multimedia Services
    • Change Advisory Board
  • E-mail template/branding changes