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About the ITSMO

The vision for the IT Service Management Office establishes that Technology Services will have a centralized framework for IT service management which aligns with ITIL (Information Technology Infrastructure Library) best practice. ITIL is a set of detailed practices for IT service Management (ITSM) that focuses on aligning IT services with the needs of business.

Our mission is to establish a multi year plan to develop and integrate appropriate ITIL processes into the operations of Technology Services to align the needs of the VCU community with the services offered by TS while reducing risk and increasing efficiencies.

New Releases

The ITSMO has officially released the new IT Catalog. It provides a list of user facing services offered by Technology Services.

Our Responsibilities

The ITSMO is currently working on strategic ITIL Process integration into the Technology Services organization. Currently in production are:

The ITSMO is currently working on development and implementation of:

  • IT Asset Management
  • Incident and Problem Management
  • Data Analytics

In the pipeline to be developed is:

  • Service Portfolio Management
  • Service Level Management
  • Continual Service Improvement
  • Request Management

For questions regarding any process integration, please email ITSMO@vcu.edu.

Get in touch with the ITSM team

NameTitlePhoneEmailBox
Mattauch, Thomas ITSM Program Manager 827-0532 mattauchtj 843008
Adams, Hope ITSM Program Coordinator 828-3653 adamsh 843008
Fauntleroy, Kena ITSM Data Analytics & Reporting 828-8734 klfauntleroy 843008
Halunko, Lucy ITSM SKMS Coordinator & Software Librarian 828-7713 lhalunko 843008
Matro, John ITSM Software Specialist 827-0394 jmatro 843008

ITSMO org chart

IT Service Management

IT Service Management (ITSM), at its core, is about delivering value to the consumers of IT services. It concerns management of the planning, delivery, operations and control of IT services, with a goal of meeting the needs of service consumers. At VCU, we have adopted the ITIL framework to facilitate this value delivery.

What is ITIL?

In short, ITIL is a framework for best practices for Information Technology. This is accomplished through alignment of IT Services with business needs. ITIL is a non-prescriptive framework that describes processes, rather than methods, of IT Service Management. ITIL is the industry standard for IT Service Management (ITSM).

ITIL consists of five lifecycle stages:

  1. Service Strategy
  2. Service Design
  3. Service Transition
  4. Service Operation
  5. Continual Service Improvement 

ITIL Training Opportunities

Interested in getting ITIL certified—or just learning more about IT Service Management? Training opportunities are offered through VCU Technology Services, and through third-party providers.  

Online

Access free, self-paced video training online at Lynda. Lynda offers a comprehensive ITIL foundations course taught by Mark Thomas. Get started with their “What is ITIL?” introduction video. 

All VCU students, faculty and staff have free access to hundreds of resources on Lynda.com. Learn more.  

If video isn't your style, try Safari Books Online. VCU Libraries provides free access to Safari Books, which offers a variety of ITIL-related titles, including:

Classroom

The ITSMO is currently working on scheduling an on-site offering for ITIL Foundations. If you are interested in taking this course, please email ITSMO@vcu.edu to be placed on the list for the next offering.  

VCU TS has partnered with Pink Elephant, the industry leader in ITIL training, for both on-site and off-site ITIL course opportunities. Find out more about their courses and certification options.

The ITSMO currently has three projects in our pipeline to continue the ITIL implementation process: Incident Management, Service Catalog, and Asset Management. 

Incident Management

The primary purpose of Incident Management is to restore services due to a degradation of service or service unavailability. While TS has a toolset for Incident Management, an effort to formalize the process around Incident management is underway. 

The consolidation of groups and categories and a more formalized approach will result in a more streamlined, efficient, and effective Incident Management process. 

  • In Development

IT Catalog
(Phase 2 - Applications)

The second phase of the IT Catalog will be the implementation of the Applications Catalog. An inventory of all applications used at VCU will be listed in the Applications Catalog. 

Over time, the IT Catalog will grow to connect services to Knowledge Base articles, and Incident, Request, Problem, and Asset Management functions.

  • In Development 

Asset Management

The purpose of Asset Management is to ensure that assets required to deliver services are properly controlled. The IT Asset Management (ITAM) system provides accurate and reliable information about assets, to ensure they are available when needed.

Like Change Management, ITAM will be integrated into LANDESK Service Desk.

  • In Development

Project Transition Completed - In Production

Change Management

The purpose of Change Management is to control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services.

TS has developed the Change Management module in LANDESK Service Desk as well as a new Change Management process.

IT Catalog
(Phase 1 - Services)

The purpose of the IT Catalog is to provide our customers easy access to IT Services.

The first phase of the IT Catalog has been completed. User-facing services offered by Technology Services are listed in alphabetical order and assigned to categories and customer types. Access to additional information about the service and help is also provided.