IT Service Management is a set of specialized organizational capabilities for providing value to customers in the form of IT services. It emphasizes the importance of coordination and control across the various functions, processes, and systems necessary to manage the full lifecycle of IT services. It is based on IT Infrastructure Library (ITIL) best practices.
The following ITSM processes are implemented (or will be) in the servicenow application. They are available to OIT employees.
The service catalog is a database or structured document with information about all IT services available to customers. It includes information about deliverables, prices, contact points, ordering and request processes and is used to support the sale and delivery of IT services.
Click the link to go directly to the Service Catalog.
An incident is an unplanned interruption to an IT service or a reduction in the quality of an IT service. Failure of a configuration item (CI) that has not yet impacted service is also an incident. Incident management is the process responsible for managing the lifecycle of all incidents. The primary objective of incident management is to return the IT service to users as quickly as possible. An incident record is created for each incident to record the details of the incident and to document the lifecycle of the incident.
A problem is a cause of one or more incidents. Problem management is the process responsible for investigating the cause of a problem and managing the lifecycle of all problems. The primary objectives of problem management are to prevent incidents from happening, and to minimize the impact of incidents that cannot be prevented. A problem record is created for each problem to record the details of the problem and to document the lifecycle of the problem. The cause of the problem is not usually known at the time a problem record is created.
Knowledge management is the process responsible for gathering, analyzing, storing and sharing knowledge and information within an organization. The primary purpose of knowledge management is to improve efficiency by reducing the need to rediscover knowledge.
A change is the addition, modification or removal of anything that could have an effect on IT services. Change management is the process responsible for controlling the lifecycle of all changes. The primary objective of change management is to enable beneficial changes to be made, with minimum disruption to IT services.
A configuration item (CI) is any component that needs to be managed in order to deliver an IT service. Configuration management is the process responsible for maintaining information about CIs, including their relationships. Information about each CI is recorded in a configuration record within a configuration management database (CMDB). This information is managed throughout the lifecycle of the CI. CIs typically include IT services, hardware, software, buildings, people, and formal documentation such as process documentation and service level agreements (SLAs).
The Live Roadmap is a high level overview of projects and releases affecting an OIT service. The Roadmap can be used to organize enhancements and releases and communicates with sponsors and sponsor representatives. Release management is the process responsible for planning, scheduling and controlling the movement of releases to test and production environments. The primary objective of release management is to ensure that the integrity of the production environment is protected and that the correct components are released.
Log in to it.byu.edu and click on OIT Internal Resources and then Administration link. Advanced features are available when activated in GRO by an employee's manager or director.
Access to the various functions found within the ITSM Service Management tool are role based. Depending on your role within OIT, you will be granted rights to use parts of the tool that are relevant to your job. ITSM accounts and roles should be requested by contacting the OIT Service Desk.
There is no charge for use of this service.
The feedback box, located below, is intended for general comments on this page or service information and NOT for help with specific technical issues you are having with the service itself. If you would like a response to your feedback, be sure to include your contact information or log into it.byu.edu using the login button at the top of this page.