Page History

This is the home of the IS&T Service Management Process Improvement space. For more information please visit the IT Service Management home page at: IT Service Management

Objective:  to work with project and support staff in IS&T to develop standard work processes to improve consistency of product and service delivery and the the overall customer experience.

Process Manager Role Definition FINAL.doc

Process Discovery Notes.xlsx

Service Delivery Manager Role Definition.docx

These notes were compiled from in person interviews with Associate Directors, project managers, quality assurance managers and business analysts from across the organization, as well as former Cross Directorate Project Planning group members and the PM Focus Group that was convened in the spring.  Feedback collected from the Business Analysis training in May 2010 was also incorporated.

Priorities and Goals:

Process Manager FY2011 Goals DRAFT.doc

Process Manager FY2012 Goals FINAL.pdf

Service Delivery Process Improvement FY2013 Goals FINAL DRAFT.doc

IT Service Management

IS&T Service Portfolio Efforts

Phase I: Release Checklist and Urgent Response Procedure

Phase II: Release Core Team, Retirement Process and IS&T Service Portfolio Prototype

Phase III: Service Portfolio Implementation and Enhanced Library of Procedures

IS&T Library of Procedures

IS&T Change Communication

Change Communication Tools:

• The IS&T Pipeline Meeting
• Remedy Change Management System

Project Community of Practice

IS&T Quarterly Project Reviews

PMBA Working Group

IT Service Management Tool Implementation

Remedy Change Management

ITSM Tool Evaluation

Process Models

IT Service Management Sponsor Meetings