University IT has established process owners to help define the Stanford ITSM processes based on ITIL.
Incident Management
An incident is anything that causes a service or system to behave in an unintended or degraded way. The goal of Incident Management is to resolve incidents quickly to restore normal service.
Process owner: Sarah Wilson
Incident Management in UIT
Guides and Training for UIT Incident Fulfillers
Major Incident Management
A Major Incident is a serious disruption to IT services that impacts many users or critical business functions. These incidents are given the highest priority. In UIT, the ITOC is responsible for managing and resolving Major Incidents as quickly as possible. Major Incident is a component of the Incident Process.
Process owner: Mike Dimaano
Process managers: Martin Dart and Rob Pacheco
Major Incident in UIT
Guides and Training for UIT Incident Fulfillers
Problem Management
A problem is the hidden cause of one or more incidents (disruptions to normal service). While incidents need quick fixes, problems focus on finding and fixing the root cause to prevent future disruptions. The Problem Management process handles the entire lifecycle of problems, from identifying and diagnosing them to resolving and closing them.
Process owner: Julie Schloss
Problem Management in UIT
Guides and Training for UIT Problem Fulfillers
Change Management
Change Management is a structured approach for managing changes to a system or service, specifically in a production environment. Change Management oversees all stages of the change, starting from the initial identification of the need for a change, through its planning, approval, and implementation, and all the way to the final validation and closure of the change once it's completed.
Process owner: Larry Dillard
Change Management in UIT
Guides and Training for UIT Change Fulfillers
Knowledge Management
Knowledge Management is the process of creating, sharing, and using information to improve IT services and support. It helps IT teams quickly resolve issues and enhance service quality by making relevant knowledge easily accessible. This includes documentation, FAQs, and best practices to foster continuous improvement in IT operations.
Process owner: Marvin Kirkendoll
Knowledge Management in UIT
- Knowledge Management explained
- Meet the Knowledge Management Process Owner
Guides and Training for UIT Knowledge Managers
