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Service Management Consultation

IT Service Management (ITSM) provides a framework for an organization to assemble the right combination of people, process, and technology to function optimally, delivery quality services, and provide excellent customer service. Service Management consultations include guidance on understanding ITIL principles, identifying ITSM best practices, and developing improvement plans for processes and services. 

Features

  • Service Management consultations address a wide range of ITSM issues, including general assessments and consultations for understanding how your work fits into the overall Service Management schema, identification and articulation of your services, and development of improvement plans. As part of the Service Lifecycle Management, training and consultation is available to help staff manage and improve their services.
  • Service Management consultations also cover all of the major ITIL processes in place, including how to understand, follow, and improve your adherence to a process. These processes include:
    • Incident Management - An Incident is an unplanned interruption of a service. Incident Management is the process of effectively detecting, recording, classifying, and resolving Incidents. The goal of Incident Management is to restore service as quickly as possible.
    • Problem Management - A Problem is defined as a cause of one or more Incidents. As the cause is often not known when a Problem ticket is created, the Problem Management Process is responsible for further investigation. The goals of Problem Management are to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.
    • Change Management - A Change is the addition, modification or removal of anything that could affect an IT service. Change Management is the process of recording, evaluating, approving, planning, and implementing a change in a controlled and efficient manner. The main goal of Change Management is to enable beneficial Changes to be made, with minimum disruption of IT services.
    • Knowledge Management - Knowledge Management is the process responsible for gathering, analyzing, storing and sharing knowledge and information within an organization. The goal of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.
    • Request Fulfillment - Any user may request information, access, or any other assistance for an IT service. The goal of the Request Fulfillment process is to make Requests easy to submit and to fulfill them expeditiously and accurately.
    • Configuration Management - Configuration Management is the process responsible for maintaining information about Configuration Items (CI) needed to deliver IT services. This information is maintained in the Configuration Management Database (CMDB). The goal of Configuration Management is the proper maintenance of all CIs throughout their lifecycle in support of IT services.
    • Metrics & Reporting - Service metrics help analyze trends and overall performance of IT services and ITSM processes. Using a set of industry-standard metrics and KPIs, reports and dashboards can be developed to understand service performance, quality, and process compliance. 

Who can use it?

ITS and IT Partners who deliver and support IT services.

How much does it cost?

There is no cost to ITS and IT Partners.

How do I get it?

Send a request via ServiceNow.

Where can I get help?

Send a request via ServiceNow.

FAQs and other resources

Related policies and procedures

N/A

Service Management Consultation

Service manager: 
Deanna Burns
Icon class: 
icon-direction
Primary parent: 
Service Management
Short description: 
IT Service Management (ITSM) consultative services including guidance on service improvements and best practices.
IT Service Management (ITSM) provides a framework for an organization to assemble the right combination of people, process, and technology to function optimally, delivery quality services, and provide excellent customer service. Service Management consultations include guidance on understanding ITIL principles, identifying ITSM best practices, and developing improvement plans for processes and services. 
Features: 
  • Service Management consultations address a wide range of ITSM issues, including general assessments and consultations for understanding how your work fits into the overall Service Management schema, identification and articulation of your services, and development of improvement plans. As part of the Service Lifecycle Management, training and consultation is available to help staff manage and improve their services.
  • Service Management consultations also cover all of the major ITIL processes in place, including how to understand, follow, and improve your adherence to a process. These processes include:
    • Incident Management - An Incident is an unplanned interruption of a service. Incident Management is the process of effectively detecting, recording, classifying, and resolving Incidents. The goal of Incident Management is to restore service as quickly as possible.
    • Problem Management - A Problem is defined as a cause of one or more Incidents. As the cause is often not known when a Problem ticket is created, the Problem Management Process is responsible for further investigation. The goals of Problem Management are to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.
    • Change Management - A Change is the addition, modification or removal of anything that could affect an IT service. Change Management is the process of recording, evaluating, approving, planning, and implementing a change in a controlled and efficient manner. The main goal of Change Management is to enable beneficial Changes to be made, with minimum disruption of IT services.
    • Knowledge Management - Knowledge Management is the process responsible for gathering, analyzing, storing and sharing knowledge and information within an organization. The goal of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.
    • Request Fulfillment - Any user may request information, access, or any other assistance for an IT service. The goal of the Request Fulfillment process is to make Requests easy to submit and to fulfill them expeditiously and accurately.
    • Configuration Management - Configuration Management is the process responsible for maintaining information about Configuration Items (CI) needed to deliver IT services. This information is maintained in the Configuration Management Database (CMDB). The goal of Configuration Management is the proper maintenance of all CIs throughout their lifecycle in support of IT services.
    • Metrics & Reporting - Service metrics help analyze trends and overall performance of IT services and ITSM processes. Using a set of industry-standard metrics and KPIs, reports and dashboards can be developed to understand service performance, quality, and process compliance. 
Who can use it?: 
ITS and IT Partners who deliver and support IT services.
How much does it cost?: 
There is no cost to ITS and IT Partners.
How do I get it?: 
Send a request via ServiceNow.
Where can I get help?: 
Send a request via ServiceNow.
FAQs and other resources: 
Related policies and procedures: 

N/A

3-lock data compliant: 
no