Transforming University IT Through Service Management
Tuesday, September 1, 2015
University IT recently launched an initiative aimed at improving our clients' end-to-end experience with our services and the value our services provide. This Service Management initiative will be a multi-year effort with the following goals:
- establish a University IT Service Management Office that will enhance our focus on delivering services that align with Stanford’s needs and delivering the highest value possible;
- implement a new IT Service Management system called ServiceNow that will replace Remedy (the current system supporting HelpSU) and will more efficiently manage and deliver technology services, workflow, and metrics;
- redefine key Service Management processes including Incident, Problem, Change, Knowledge, and Request Management; and
- redesign the University IT Service Catalog for consistency and simplified support.
The initial phase of the project, which includes implementing ServiceNow for University IT services delivered to Stanford Health Care, is kicking off September 2015. We are currently forming the project team and project stakeholder groups.
Please stay tuned for more news about this very exciting initiative.