Project State: 
Project Manager: 
Lucas Friedrichsen
Client Services
Monday, August 14, 2017

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: 

Phase 1 / deployment is essentially complete, stopped the regular meetings with the TD consultant.

All IS units are onboard and have access to TD.

Working with ECS - Administrative Computing Team on TD intake forms and rollout to customers.

Service Catalog work is progressing by IS Executives and their management teams.

Recently Completed: 
  • Groups on boarded
    • Telecom
    • Plant Infrastructure
    • ECS ACT
    • Student Multimedia Services
    • IS Change Advisory Board
  • Participation in vendor's Service Management advisory meeting
  • Discussion with and feedback to vendor about e-mail processing
What's Next: 
  • E-mail template / branding changes
  • Service Catalog / service request forms for the groups
  • CN inventory -> TD Asset management - transition planning
  • Helpdocs to TD Knowledgebase (separate project)
  • Continued refinement within TD. Examples include - request forms, task templates, Asset management, Change management, Knowledgebase.