{"id":1142,"date":"2020-04-30T10:16:11","date_gmt":"2020-04-30T15:16:11","guid":{"rendered":"https:\/\/it.rutgers.edu\/service-management\/?page_id=1142"},"modified":"2025-05-19T14:29:10","modified_gmt":"2025-05-19T19:29:10","slug":"service-management-practices","status":"publish","type":"page","link":"https:\/\/it.rutgers.edu\/service-management\/service-management-practices\/","title":{"rendered":"Service management practices"},"content":{"rendered":"
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Service Management<\/h1>\n\n<\/div>\n\t\t\t\t
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Service management practices<\/h2>\n

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.<\/p>\n

Below are definitions for the processes we are currently implementing as part of our Phase I ServiceNow ITSM Implementation Project.<\/p>\n

Incident<\/strong>
\nIncidents include reported failures of services. The \u202fIT incident management<\/a>\u202f process supports our ability to respond to an incident and restore the service as soon as possible.<\/p>\n

Request<\/strong>
\nRequests include answering questions, ordering computers and software, arranging for equipment relocation, etc. The\u00a0IT request management<\/a>\u00a0process helps us manage all types of service requests made by end users.<\/p>\n

Change<\/strong>
\nChange refers to any update, edit, or an addition made to our production environment. The\u202f\u00a0IT change management<\/a>\u00a0process 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.<\/p>\n

Knowledge<\/strong>
\nIT knowledge management<\/a>\u00a0reduces the need to rediscover knowledge. The process manages data and information, ensuring it is available, reliable, reusable, and secure.<\/p>\n

Service catalog<\/strong>
\nThe\u00a0IT service catalog<\/a>\u00a0provides 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.<\/p>\n<\/div>\n\n <\/div>\n\n <\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":910,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"page-category":[],"class_list":["post-1142","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\nService management practices - Service Management<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/it.rutgers.edu\/service-management\/service-management-practices\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service management practices - 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