Appendix E: IT Service Management Background

Provides background information fundamental concepts associated with a best practice approach to IT Service Delivery.

ITIL

​The Information Technology Infrastructure Library[1] (ITIL) is widely adopted in the higher education community. ITIL provides a framework for managing and delivering IT services that describes Information Technology Service Management as a process-based practice intended to align the acquisition, delivery, use and support of technology services with needs of the enterprise, emphasizing benefits to users.

IT Service Catalog

Campus Technology has described an effective service catalog as a tool that serves multiple roles: to steer users to the appropriate resource, to communicate to the campus what technology service providers do, and to help technology service providers stay within their own capabilities.[2]

Service attributes

Each service in the catalog will be assigned attributes that will enable users to navigate to the appropriate services based on their needs. The following list contains a preliminary set of service attributes:

  • Service Cost – Baseline (no charge), Contractual, and Fee for Service
  • Consumer – Student, Faculty, and Administrative
  • Service Type – Applications, Professional, Hosting/Network, Desktop Support, Security, Conferencing, and Telecommunications

Individual services will have dedicated pages that describe the service in a similar format and provide a direct link for initiating a service request ticket or contacting the service owner for additional information. Each service page will include the following elements:

  • Service Name
  • Service Type – See Service Type categories listed above
  • Consumer – Users offered the service  
  • Description – High level overview of the service
  • Cost – See Service Cost categories listed above. If ‘Fee for Service’, specify pricing.
  • Service Owner – Who is responsible for managing this service? In some cases, this will not necessarily be the individual who provides the service.
  • Direct Link/Self-Service – A hyperlink that initiates an email to the service owner, or, if applicable, initiates a support ticket that is routed directly to the appropriate queue.
  • Feedback – A web form that allows individuals to provide service feedback to the service owner. This feedback will also be collected and summarized for review by the technology governance committees.
  • Other relevant information – May include a link to a knowledge base, frequently asked questions, a sample service level agreement, or the service provider’s website.

  1. The Information Technology Infrastructure Library (ITIL) is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. The names ITIL and IT Infrastructure Library are registered trademarks of the United Kingdom's HM Government, which is part of the Cabinet Office.
  2. Campus Technology. Secrets of the Service Catalog. http://campustechnology.com/articles/2011/09/01/secrets-of-the-service-catalog.aspx