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.
Below are definitions for the processes we are currently implementing as part of our Phase I ServiceNow ITSM Implementation Project.
Incident
Incidents include reported failures of services. The IT incident management process supports our ability to respond to an incident and restore the service as soon as possible.
Request
Requests include answering questions, ordering computers and software, arranging for equipment relocation, etc. The IT request management process helps us manage all types of service requests made by end users.
Change
Change refers to any update, edit, or an addition made to our production environment. The IT change management 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.
Knowledge
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.