What is IT Service Management?
IT Service Management is a strategic approach focused on improving how IT services are delivered, accessed, and supported. By leveraging industry standards and best practices, such as the ITIL® 4 (Information Technology Infrastructure Library) framework, IT Service Management fosters collaboration, enhances service effectiveness, and delivers greater value to the university community.
Benefits include:
Customer-focused approach to IT service delivery, creating a more positive experience for students, faculty, and staff.
Streamlines IT processes to improve efficiency and reliability.
Ensures the IT infrastructure effectively supports teaching, learning, and research.
Rutgers IT Service Management is facilitated by the Rutgers Service Management Office.
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Service management practices
Our IT service management process definitions are based on the ITIL framework, which provides a standard set of processes and best practice guidelines for managing and supporting IT services.
Incident Management
The IT Incident Management process supports our ability to respond to an incident and restore the service as soon as possible. Incidents include reported failures of services.
Request Management
The IT Request Management process helps us manage all types of service requests made by end users. Requests include answering questions, ordering computers and software, arranging for equipment relocation, etc.
Change Enablement
The IT Change Enablement process minimizes risk and disruption to services. Change management also helps us better communicate the impact of changes to our end users in a more timely manner. Change refers to any update, edit, or an addition made to our production environment.
Knowledge Management
IT Knowledge Management reduces the need to rediscover knowledge. The process manages data and information, ensuring it is available, reliable, reusable, and secure.
Service Catalog
The IT Service Catalog provides a single source of information about the IT services made available to our end users. Service catalog management helps us maintain the accuracy and availability of the service offerings defined within the Rutgers IT service catalog.
IT Asset Management
The purpose of IT Asset Management is to properly procure, use, maintain, retire, and dispose of IT assets.