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The process we are implementing is very similar and includes almost identical categories.   We utilize HelpStar to track our Break/Fix and Service Level work, then maintain a project list for the larger projects that must go through our project definition and prioritization process. 

Our Service Catalog is in process and we chose to simplify it for Phase I in response to feedback that people don’t know what services we provide and how to request things. 

 

Thanks,

 

Linda

CIO – Mt. Hood Community College

(503) 491-6928 - Office

(541) 645-0672 - Cell

 

Comments

Colleagues:  We're in the process of developing/enhancing our IT Services Portfolio to help establish realistic expectations for our customers, provide better oversight and management of IT services to our customers, provide guidance to our Governance processes, etc.   I'd be interested in seeing what others have along these lines (examples, links, etc.).  The overall goal for me is to establish activities and services that IT is committed/funded/resourced to provide (and provide them), identify the additional services available that users are required to fund above/beyond core support and services ... while addressing some of the current customer views that IT is expected to do everything, for everyone at anytime (for free). 
 
Also:  In establishing your Services Portfolio ... who all did you engage from across your University.    
 
Thanks
 
Carmen A. Rahm
Asst. VP for Info. Technology
Central Washington University
400 East University Way
Ellensburg, WA  98926
Direct Phone:          (509) 963-2925
Mobile Phone:         (360) 271-2992
ITS Office Phone:   (509) 963-2333
ITS Homepage:       www.cwu.edu/~its
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No electrons were harmed while composing this message.
********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Hi Carmen, CDS 2012 results indicate that about 31% of institutions have a service portfolio or service catalog. They are more common at doctoral institutions (53%) and institutions with more than 12,000 institutional FTEs (52%). Of the institutions that have a service portfolio, 79% were able to provide a publicly available link to their service portfolio. These links are contained in the CDS 2012 data set and can be accessed freely by CDS 2012 participants via CDS Reporting - http://www.educause.edu/research-and-publications/research/core-data-ser... Leah Lang Senior IT Metrics and Benchmarking Analyst EDUCAUSE Uncommon Thinking for the Common Good direct: 303.939.0339 | main: 202.872.4200 | fax: 202.872.4318 | educause.edu From: "rahmc@cwu.edu" > Reply-To: EDUCAUSE Listserv > Date: Thursday, April 25, 2013 11:09 AM To: EDUCAUSE Listserv > Subject: [CIO] IT Service Portfolio Colleagues: We're in the process of developing/enhancing our IT Services Portfolio to help establish realistic expectations for our customers, provide better oversight and management of IT services to our customers, provide guidance to our Governance processes, etc. I'd be interested in seeing what others have along these lines (examples, links, etc.). The overall goal for me is to establish activities and services that IT is committed/funded/resourced to provide (and provide them), identify the additional services available that users are required to fund above/beyond core support and services ... while addressing some of the current customer views that IT is expected to do everything, for everyone at anytime (for free). Also: In establishing your Services Portfolio ... who all did you engage from across your University. Thanks Carmen A. Rahm Asst. VP for Info. Technology Central Washington University 400 East University Way Ellensburg, WA 98926 Direct Phone: (509) 963-2925 Mobile Phone: (360) 271-2992 ITS Office Phone: (509) 963-2333 ITS Homepage: www.cwu.edu/~its GO GREEN! This email uses 100% recycled electrons. No electrons were harmed while composing this message. ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/. ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Carmen:

 

We recently updated our service catalog and implemented a project portfolio management process.  This effort evolved out of a discussion over what work is authorized and how does it get authorized.  Like many IT organizations IT was getting swamped with requests.  After several discussions with the College’s Leadership Team, we arrived at an understanding of how work should be authorized and began implementing processes that ensure that the Vice Chancellors and Presidents are in the decision making loop on project work.

 

We identified four categories of work in IT: repair, routine, project and major project. 

1.       The first and the majority of work is our repair work.  Repair (break/fix) work is automatically authorized as we view it as something that is in production and needs to remain in production.  The second level of work is called routine service work. 

2.       This work makes up the second largest pool of work and is composed of the routine services that IT provides.  These typically have action verb of add, move or change.  Like repair work, most of these requests are automatically authorized.  Only those request that require expenditure of funds require an extra level of approval from the person managing the funds.

3.       Our third level of work is our projects and invokes our  project approval process.  A project is defined as any work that takes over 20 hours of commitment that is not part of a routine service.  Under our new project portfolio management system, all project requests must be approved by a Leadership Team member before IT will even estimate the labor and costs. Estimates and potential start dates are sent back to the LT member for discussion and approval.  

4.       Our fourth level of work is our major projects.  Major projects require extensive investment and exceed the approval authority of any individual LT member.  These projects require cabinet level approval and authorization.

 

I have attached our process flow and a narrative of the process.  I don’t have a suitably formatted version of our service catalog that I can send you as it is currently being heavily modified.  The biggest change we are making is separating the service from the system.  This change will make it easier for the end-user selecting the service by shortening the service pick list.  Example: Service => Add; Application => desktop or phone, etc.  This allows us to have granularity in our service catalog without having combinatorial expansion.

 

Craig

 

=========================================

J. Craig Klimczak, D.V.M., M.S.

Vice Chancellor for Technology and Educational Support Services

St. Louis Community College

300 South Broadway

St. Louis, MO  63102

 

Phone:  (314) 539-5436

Email:   cklimczak@stlcc.edu   

 

The process we are implementing is very similar and includes almost identical categories.   We utilize HelpStar to track our Break/Fix and Service Level work, then maintain a project list for the larger projects that must go through our project definition and prioritization process. 

Our Service Catalog is in process and we chose to simplify it for Phase I in response to feedback that people don’t know what services we provide and how to request things. 

 

Thanks,

 

Linda

CIO – Mt. Hood Community College

(503) 491-6928 - Office

(541) 645-0672 - Cell

 

Can you send me the original of this so I can see their process flow?
thx

Michael D. Hay, Ed.D.
President
Mt Hood Community College
26000 SE Stark Street
Gresham, OR  97030
503.491.7211
Michael.hay@mhcc.edu

The process we are implementing is very similar and includes almost identical categories.   We utilize HelpStar to track our Break/Fix and Service Level work, then maintain a project list for the larger projects that must go through our project definition and prioritization process. 

Our Service Catalog is in process and we chose to simplify it for Phase I in response to feedback that people don’t know what services we provide and how to request things. 

 

Thanks,

 

Linda

CIO – Mt. Hood Community College

(503) 491-6928 - Office

(541) 645-0672 - Cell

 

Can you send me the original of this so I can see their process flow?
thx

Michael D. Hay, Ed.D.
President
Mt Hood Community College
26000 SE Stark Street
Gresham, OR  97030
503.491.7211
Michael.hay@mhcc.edu

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