Technology Services
IT Service Management Office
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 the 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.
- IT Catalog
- How to use the IT Catalog [video]
Our Responsibilities
The ITSMO is currently working on strategic ITIL Process integration into the Technology Services organization. As a result, the following are now in production:
- Incident & Request Fulfillment Management
- Problem Management
- Change Management
- IT Catalog
- IT Asset Management
- HR Case Management
- Data Analytics and Reporting
- Continual Service Improvements
The ITSMO is currently working on the development and implementation of:
- IT Asset Management Continued Improvement
- Knowledge Management
In the pipeline to be developed:
- Service Portfolio Management
- Service Level Management
- Request Management
For questions regarding any process integration, please email ITSMO@vcu.edu.
Contact the ITSM Team
| Name | Title | Phone | Box | |
|---|---|---|---|---|
| Mattauch, Thomas | ITSM Program Manager | 827-0532 | mattauchtj | 843008 |
| Fauntleroy, Kena | ITSM Data Analytics and Reporting | 828-8734 | klfauntleroy | 843008 |
| Halunko, Lucy | ITSM SKMS Coordinator and Software Librarian | 828-7713 | lhalunko | 843008 |
| Hornsby, Tambre | Senior ITSM Architect | 827-0574 | tlhornsb | 843008 |
| Ruckus, Daniel | ITSM Architect | reinerdp | 843008 |
IT Service Management
IT Service Management (ITSM), at its core, is about delivering value to the consumers of IT services. It concerns the management of the planning, delivery, operations, and control of IT services, intending to meet 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 the 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:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
Project Pipeline
The ITSMO currently has two projects in our pipeline to continue the ITIL implementation process: Incident Management, Service Catalog, and Asset Management.
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 Cherwell.
- In Development
Knowledge Management
The purpose of Knowledge Management is to provide information to stakeholders as needed and to reduce the burden on IT analysts by providing this information at Tier 0 or self service. The Knowledge Management system provides accurate and reliable information consumable by stakeholders when needed. The ITSMO is working with ITSC and other TS stakeholders to develop the Knowledge Management process and then enable that process in Cherwell.
- 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.
- In Production in Cherwell
- Process Guide - Change Management
Incident and Request Fulfillment Management
The primary purpose of Incident Management is to retore services due to a degradation of service or service unavailability. The primary purpose of Request Fulfillment Management provides a structure through which users can request services and thus can be managed by IT Analysts across the university.
- In Production in Cherwell
IT Catalog
(Phase 1 - Services)
The purpose of the IT Catalog is to provide our customers with easy access to IT Services.
The first phase of the IT Catalog was enabled through a web front end with links back to the ITSM Tool that was in place at the time this was created. With the introduction of Cherwell, this catalog of services was embedded in Cherwell.
- In Production in Cherwell