Skip to Content

University Technology Services

Service Delivery and Support Program

The Division of Information Technology (DoIT) is implementing IT Service Management, powered by ServiceNow. Our goal is to deliver consistent, reliable, and repeatable services. By doing so, we will increase our transparency and involvement across all levels of the Division of IT. This will allow the Division of IT to make more objective, data driven decisions to better meet the needs and expectations of our users.

Frequently Asked Questions

What is IT Service Management?

 IT Service Management (ITSM) is a customer focused approach to managing and delivering IT services. By aligning IT with business objectives, ITSM establishes: efficient processes based on best-practices, accessibility to information and knowledge sharing across the organization, and provides a foundation for improved service delivery.

How are we going to implement IT Service Management?

By using a “mature as we go” approach, we can progress incrementally through the changes by following a multi-phase plan. New program modules will be regularly released, allowing a steady and consistent transition into the new processes and features.

What is ServiceNow?

ServiceNow is the Work Management platform for IT Service Delivery through the Division of IT (DoIT). To learn more about how we are using ServiceNow, click here.

How does this affect me?

For our staff, understanding the benefits of IT Service Management will be vital to ensuring we deliver best-in-class services to our customers.

Our customers should expect increased transparency and more frequent communications around our Service Management efforts.

As we continue to improve our service delivery and support, users can expect an enhanced self-service experience as they browse through our available services and use knowledge articles to resolve issues.


Program Updates

January 31, 2018

Our most recent meeting with our program team included program updates, the announcement of Time Worked, and the upcoming Pinnacle integration. Click "Download" to view our slide deck with more information.