This is the home of the IS&T Service
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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.
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Process Manager Role Definition FINAL.doc
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Process Discovery Notes.xlsx
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Service Delivery Manager Role Definition.docx
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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.
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Priorities and Goals:
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Process Manager FY2011 Goals DRAFT.doc
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Process Manager FY2012 Goals FINAL.pdf
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Service Delivery Process Improvement FY2013 Goals FINAL DRAFT.doc
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IT Service Management
IS&T Service Portfolio Efforts
Phase I: "The processes by which IS&T introduces products and services to the MIT community" Release Checklist and Urgent Response Procedure
Phase II: Release Core Team, Retirement Process and IS&T Service Portfolio Prototype and Change Communication Tools
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
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- 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
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