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Information Technology Service Management
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Working Group Description
IT Service Management (ITSM) is a proven and effective framework for helping IT organizations become more adaptive, flexible, cost-effective, and service-oriented. The program will deliver this framework by implementing a set of ITIL (Information Technology Infrastructure Library) processes, mapping those processes to appropriate tools, developing a system of measurement and metrics for reporting on the health of services and processes, leveraging the investment of staff education for organizational change support and the development of ITSM governance with continual service improvement (CSI) initiatives.
Working Group Members
Adriene Radcliffe*, Director, IT Service Management, ITS Management Services Bill West, Systems Programmer, Production Services Chloe Turnbull, Business and Process Analyst, ITS Management Services Dorothy Ortale, Knowledge Manager, ITS Management Services Lou Tiseo, Director, Data Center Services Paul DiBello, Director, Client Lead Team, ITS AYA & Development Ricardo Chavira, Associate Director, Service Management, ITS Management Services Rick Smith, Director, Metrics and Quality Assurance, ITS Management Services *working group lead
Improve the level of service provided by the ITS organization by continuing to implement the IT Service Management (ITSM) framework, including the development of a holistic knowledge management process.