Service Management Toolkit
Delivering a well-planned and executed service will allow you to provide the best possible value to your customer.
Each of these components represents key foundational building blocks of developing a service.
Service Fundamentals
Start by focusing on key service fundamentals.
- Is this a new service or an improvement to an existing service?
- Who will use this service (e.g., students, faculty, staff)?
- Who are my key stakeholders (e.g., business owner, service owner, service manager, technical operations owner)?
- When is my target release date?
Security and Compliance
Take reasonable actions to help your service and its underlying technology remain secure and compliant throughout the service lifecycle.
- Complete a Data Risk Assessment Pre-screening.
- Complete a Data Risk Assessment if your service intends to collect or store High Risk Data.
- Ensure your service meets Stanford's minimum security standards.
University IT Vendor Management
Work with the Vendor Management team to negotiate favorable terms if your service will rely on a third-party vendor.
- Engage the UIT Vendor Management team for assistance early on.
- Be sure to document:
- Contracted start and stop dates
- License type (e.g., fixed rate, by user, by transaction, by node)
- The strategy you'll use for managing software licensing agreements and compliance.
Ordering, Provisioning, and Billing
Determine if and/or how much you will charge for your service and how people will order or request it.
- Submit a request to the UIT Finance team for help costing your service.
- Develop a rate for your service and publish it on the UIT website.
- If your service is billable:
- Request a support from Revenue Operations.
- Develop an item code if your service will be ordered through OrderIT.
- Create an order form.
- If your service is non-billable, create a request form.
Communications and Campus Readiness
Inform and prepare people for the changes that will impact them.
- Review the Communications and Identity Toolkit.
- Engage the UIT Communications team for full-service support developing both broad and targeted communications.
- Make sure all key internal stakeholders approve your final communications plan.
- Notify affected healthcare communities notified through their channels.
- Schedule to present at an SSP meeting.
- Develop an initial and ongoing training strategy.
- Contact the Technology Training team if you need help.
Service Support and Maintenance
Construct a well-informed support plan that includes a disaster recovery component.
- Establish your service in the Configuration Management Database to manage incidents and change requests.
- Establish a plan for Change Management.
- Create a plan for Business Continuity and Disaster Recovery.
- Determine the Service Criticality Level for your service.
- Create on-call and emergency response instructions.
- Establish and support Problem Management for your service.
- Ensure support staff is trained.
- Grant them relevant system access levels.
- Publish internal and public-facing knowledge articles.
- Establish Service Metrics and KPIs to track service performance.
Digital Accessibility
Regularly address the accessibility of electronic content on websites and electronic documents.
- Request an accessibility evaluation.
- Explore step-by-step guides to improve the accessibility of your electronic documents.
- Visit accessibility testing resources to review automated testing tools and manual evaluation techniques.
- See Office of Digital Accessibility office hours.
User Experience
Prevent usability issues and increased support tickets with a good UX design. Reach out to the following teams for assistance:
- User Experience Design Consulting
- Mobile and Web Application Design Consulting
- Improvement, Analytics, and Innovation Services
- UIT Communications Request Form
- Vendor Selection and Liaison
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