ITSM Processes
IT Infrastructure Library (ITIL) is a collection of best practices for quality IT service management (ITSM).
University IT has established process owners to help define the Stanford ITSM processes based on ITIL.
Incident Management
Incidents can include reported failures or degradation of services. The Incident Management process is the ability to respond to an incident and restore the level of service as quickly as possible.
RESOURCES:
- Process owner: Lori Wisneski
- Process manager: Chris Rose
- Executive summary for incident management
- Brief overview
- All process documentation
Major Incident Management Process
A major incident is a widespread, serious, major interruption or outage of a critical service or multiple that must be resolved with great urgency. They are classified as P1 and P2 incident tickets. The Major Incident process aims to quickly restore service with any means necessary, including workarounds.
RESOURCES:
- Process owner: Marvin Kirkendoll
- Process manager: Martin Dart
- Brief overview
- Process document
- Process diagrams
- P1 activation criteria (major incident vs. DOC)
Problem Management
A problem is the unknown cause of one or more incidents. The Problem Management process manages the lifecycle of all problems.
RESOURCES:
- Process owner: Matthew Ricks
- Process manager: Julie Schloss
- Executive summary for problem management
- Brief overview
- All process documentation
Change Management
The Change Management process manages any change made to the production environment from inception to completion, minimizing risk and disruption to services.
RESOURCES:
- Process owner: Larry Dillard
- Process manager(s): Maria Bedolla-Matta and Thuylynh Nguyen
- Executive summary for change management
- Brief overview
- All process documentation
Knowledge Management
The Knowledge Management process ensures that all information used for the management of a service is stored in the Knowledge Management System and that it is consistent and readily available. ServiceNow is University IT’s Knowledge Management System.
RESOURCES:
- Process owner: Marvin Kirkendoll
- How to Write ServiceNow Knowledge Articles (Style Guide)
- How to Import a Word Document to Create a New ServiceNow Knowledge Article
- How to Update a Published ServiceNow Knowledge Article
- ServiceNow Knowledge Base Editor Toolbar Overview
- Apply View Restrictions to a ServiceNow Knowledge Article
Request Management
Request fulfillment is the process to manage all types of requests made by end users. Requests may include such things as answering questions, arranging for equipment relocation, and supplies, etc.
RESOURCES:
- Process owner: Kelly Schnaps
ITIL Training
Free courses for ITIL training are offered through Navvia and LinkedIn Learning with your SUNet ID login.
Navvia.stanford.edu (Log in with your SUNet ID, click Learn menu tab, and then Recorded Courses submenu tab.)
- ITSM Overview (approx. 90 minutes)
- ITIL Foundation 2011 (approx. 90 minutes)
LinkedIn Learning
