IT Service Management

IT Service Management is a set of processes that work together in managing our services. They help us address items like system changes, problem investigations, incidents, end user questions and knowledge management in a consistent and repeatable way.

Processes

At ITS, Service Management is carried out through the following processes:

• Configuration Management:
  Configuration Management is the process of planning for, identifying, controlling and verifying the Configurations Items (CIs) within a service, recording their status and, in support of Change Management, assessing the potential IT impact of changing those items. More on Configuration Management >>
  
  
• Capacity Management:
  Capacity Management is the Process responsible for ensuring that the Capacity of IT Services and the IT Infrastructure is able to deliver agreed Service Level Targets in a Cost Effective and timely manner. More on Capacity Management >>
  
  
• Incident Management:
  Incident Management is the process for handling all incidents; this can include failures, degradation of service or questions reported by users, by technical staff, or automatically detected and reported by event monitoring tools. More on Incident Management >>
  
  
• Problem Management:
  Problem Management is the process for detecting and analyzing issues that require root cause analysis with a goal of preventing, eliminating, or minimizing the impact of incidents. More on Problem Management >>
  
  
• Change Management:
  Change Management is responsible for managing changes to be made to ITS Services and the constituent components of the services. More on Change Management >>
  
  
• Knowledge Management:
  Knowledge Management is the process through which information is generated and shared with ITS staff when they respond to and resolve incidents. More on Knowledge Management >>
  

Process Managers

Process Managers design Service Management processes and define process metrics for the organization. Our process managers are:

• Configuration Management: John Mack (johnmack@umich.edu)
• Capacity Management: Joe Bauer (joebauer@umich.edu)
• Incident Management: Lisa Callihan (lscalli@umich.edu)
• Knowledge Management: Lisa Callihan (lscalli@umich.edu)
• Problem Management: Greg Benn (gbenn@umich.edu)
• Change Management: Rachel Apgar (rapgar@umich.edu)

Tools

ITSM is a suite of tools that support our Service Management processes.

• ITSM Web Login
  Use this link to log in to the ITSM system
• ITSM Training & Documentation
  Access eLearning, how-to-documentation, and more information about using ITSM
• Production Support Information
  View Production Support model for ITSM