Current Issue
March/April 2013
EDUCAUSE Review
Annual Conference
October 15–18, 2013
Save the date!
Whether you're looking for a conference to attend face-to-face to connect with peers, or for an online event for team professional development, see what's upcoming.
EDUCAUSE Institute
Leadership/Management Programs
Explore More
Explore EDUCAUSE professional development opportunities that match your career aspirations and desired level of time investment through our interactive online guide.
Employees of EDUCAUSE member institutions and organizations are invited to create individual profiles.
This EDUCAUSE constituent group provides a forum for discussing adoption and implementation of ITIL (Information Technology Infrastructure Library) guidance and the related issues and obstacles that are particular in higher education. The topics include discussions of ITIL processes implementations, usage of tools, training, and ways to promote a Service Management culture in higher education IT. This group meets at the EDUCAUSE Annual Conference and uses the electronic discussion list to discuss issues throughout the year.
All participants must follow the Participation Guidelines.
If you have questions or concerns about this listserv, please e-mail cg@educause.edu.
Colleagues; we are starting an IT service management initiative and I am looking for a position description for an IT Service Manager or equivalent lead role of such a program (based on ITIL). Do any of you have one you might be willing to share?
Thank you!
Deb
Deborah B. Whitten
Assistant Vice President for IT Planning and Programs
Arizona State University
P.O. Box 870101, Tempe, AZ 85787-0101
(480) 727-0050 Fax: (480) 965-0028
deborah.whitten@asu.edu
Good afternoon,
The 2011 Refresh of ITIL discusses a role that has been employed for a while now in IT organizations – that of a Business Relationship Manager.
I am curious who of us in higher education actively employ one (or more) person in this role. If your institution does, can you discuss how this role has improved relationships between IT and the “customer” – colleges, divisions, departments, etc?
This is one online resource that goes over the BRM (in the case that you may call the person fulfilling these duties something else).
Dear Friends,
The New England Regional Computing Program (NERCOMP) is conducting a workshop “Implementing ITSM ”. Any of you we are in the New England area are welcome to attend. Please see the details below.
DATE:
Thursday, May 2, 2013
TIME:
9:00 - 4:00 (Coffee and Registration start at 7:30)
PRICE:
NERCOMP Members: $130, Non-Members: $260
Your fee includes unlimited am and pm break and lunch
Be sure to login to receive member prices.
LOCATION:
Four Points Sheraton Hotel and Conference Center
Norwood, MA.
DESCRIPTION:
IT organizations are continuously looking for ways to improve....
Good afternoon
We are working on an RFP for different types of Cloud Services at the Infrastructure, Platform and Software as a Service layers. As I read through more and more Gartner research, a theme is coming through on modifying operational management processes/procedures to accommodate these cloud services.
I would love to hear some ideas on how other institutions have incorporated operational management processes at the IaaS, PaaS and SaaS layers, if you have a separate set of procedures which provides an input to your current processes or if you developed a hybrid decision-tree on the processes. It would be nice to hear any feedback on what has worked well, what hasn’t worked well and what you would do differently.
Also, if you have examples on how you...
You’re right, Mike, the focus of the list is ITIL practices. I’ve noticed that other lists tend to stray sometimes from the core focus – the Project Mgmt list had some good ITIL threads recently – but our bigger issue is the need for ITIL-specific conversations.
I can start that by letting everyone know that we had a great CG session at Educause, with 70+ attendees from over 50 schools in all stages of implementation. The agenda and notes from that session are posted on the conference site:
http://www.educause.edu/annual-conference/2012/itil-higher-education
We did a quick overview/orientation to ITIL for those new to it, then had a series of group table discussions around some preset questions...
Colleagues –
I trust you’re all ready for the holiday break.
I was curious to see who will be attending the conference in Baltimore in early January, as this our firm’s first foray into the EDUCAUSE membership.
Happy to connect before and during the conference!
Best,
Patrick
Patrick R. Corcoran
Enterprise Solutions
International Institute for Learning, Inc.
110 East 59th Street, 31st Floor
New York, N.Y. 10022
Phone: 212-515-5185/Fax-212-755-0777
...
On Tuesday December 11th from 11:00 AM PT (2:00 PM ET) to 12:00 PM PT, (3:00 PM ET) the itSMF Higher Ed SIG will hold a small group discussion to share experiences and findings
in the search for ITSM tools. The facilitator will be Lisa Kass, Associate Director of Service Management at the University of Southern California. The group will be kept small to ensure participation. Please no vendors. We try to limit the size of the discussion
group so that we can include everyone.
To sign up for this discussion, please sign up via this link: http://tinyurl.com/btl9zt8
I would like to make our new podcast series available to the membership of the ITIL group:
http://www.iil.com/itil/itil-podcast.asp
Patrick R. Corcoran
Business Development Manager – Enterprise Solutions
International Institute for Learning, Inc.
110 East 59th Street, 31st Floor
New York, N.Y. 10022
Phone: 212-515-5185/Fax-212-755-0777
Mobile: 631-478-2325
ITIL® 2011 Edition Certification Program
...
Hello,
On August 30th, I had requested the community share their ITIL experience. I wanted to revert back and share the results of my conversations that I presented to our leadership team. Hopefully other schools looking to implement ITIL can benefit from it.
I would like to thank everyone for taking the time to chat about ITIL.
Please let me know if you have any questions.
Thanks and Regards
Pankaj Sharma
Webinar Event: Meeting in the Middle: IT Centralization vs. Decentralization
Date: September 20, 2012
Time: 2:00 pm EDT
Register Online at: http://www.brighttalk.com/webcast/845/54061
The itSMF Higher Education SIG invites you to attend an online presentation by Eric Hawley, PhD, Chief information Officer and Associate Vice President for Information Technology at Utah State University (USU) and an Adjunct Professor in the Huntsman College of Business on IT Centralization vs. Decentralization in Higher Education. Dr. Hawley will share the institution's IT reorganizational philosophy and story to illustrate how they brought "central" and "departmental" IT together to create unified and shared services to increase efficiency and service.
...
Dear Educause ITIL CIG Members-
You are invited to attend this webinar from the itSMF HigherEd SIG on IT Centralization vs. Decentralization. Please read below for more information.
You are also more than welcome to sign up for our Fusion meet-up list if you are attending!
Thanks,
Matt
---------------------------
Matthew L. Wollman
IT Service Management Analyst – Incident and Problem
Harvard University Information Technology
Support Services | IT Service Management
P 617 496 1891
M 617 285 6952...
Hi,
New Mexico State University’s central IT department is looking to implement some ITIL processes. I was wondering if you would be willing to share your experiences in an offline conversation where I can call and ask a few questions.
Please let me know.
Thanks and Regards
Pankaj Sharma
Good morning. We are beginning an evaluation of a new helpdesk ticketing system. At the same time, we have had interest in new inventory, change management, and network/server incident management systems. I am beginning to look for different products for the ticketing system and the concept of an ITIL product suite looks appealing and may be something we pursue.
Would anyone mind sharing a product suite (ticketing or full ITIL) that has been successful for them? Any feedback is appreciated!
Isaac Lopp
Technical Support Center Manager
Shippensburg University
(717)-477-1639
...Hi,
New Mexico State University’s central IT department is looking to implement some ITIL processes. I was wondering if you would be willing to share your experiences in an offline conversation where I can call and ask a few questions.
Please let me know.
Thanks and Regards
Pankaj Sharma
Hi Everyone,
I’m interested to know if any of you share your ITSM applications with functional offices (e.g. Student Affairs, HR, Accounting, etc.) and if so do you segregate their data/tickets from IT, or do you have an open architecture?
We are building a new ITSM environment that will be shared by four campuses, and on the IT side we are planning to have an open architecture where we can easily exchange tickets and information between the IT shops on the different campuses (to support shared services), but we have some functional departments who also use the system, so I am interested in how others have handled this. If we lock down the functional groups, that makes it more challenging for them to interact with IT and vice-versa.
...Good morning. We are beginning an evaluation of a new helpdesk ticketing system. At the same time, we have had interest in new inventory, change management, and network/server incident management systems. I am beginning to look for different products for the ticketing system and the concept of an ITIL product suite looks appealing and may be something we pursue.
Would anyone mind sharing a product suite (ticketing or full ITIL) that has been successful for them? Any feedback is appreciated!
Isaac Lopp
Technical Support Center Manager
Shippensburg University
(717)-477-1639
...Hello everyone,
I am a College-level IT director here at UCF. Our Central IT is moving toward Remedy ITSM in the upcoming year, mainly focused on incident management. However, it’s not a tool we will immediately be able to take advantage of in the college.
We are in a unique (or maybe not so unique) situation in which our budget authority (and IT support service) is distributed throughout our university. I oversee tech for the largest college, with about 1000 users and 3000 devices. As we are distributed, I tend to make some decisions for our unit based on the Small-Medium Business model, rather than at the Enterprise.
Currently, we have an in-house tool that has done an OK job, but since our college IT group has embraced ITIL (...
Would anyone be willing to share with me your categories and subcategories of incident management (pre or post ITIL implementation). We are moving to a ITSM solution next year but currently we are using a strictly incident management software and are looking to streamline our inputting and reporting.
Does your categories align with your service catalog?
Thank you in advance.
Deb
__________________________________
Deborah (Moschella) Saks
Director of ITS- User Services
Framingham State University
Phone: 508-626-4930
e-mail: dmoschella@framingham.edu
Support: 508-620-1220 x4357
...Dear Friends,
The New England Regional Computing Program (NERCOMP) is conducting a workshop “Implementing ITSM ”. Any of you we are in the New England area are welcome to attend. Please see the details below.
DATE:
Thursday, May 2, 2013
TIME:
9:00 - 4:00 (Coffee and Registration start at 7:30)
PRICE:
NERCOMP Members: $130, Non-Members: $260
Your fee includes unlimited am and pm break and lunch
Be sure to login to receive member prices.
LOCATION:
Four Points Sheraton Hotel and Conference Center
Norwood, MA.
DESCRIPTION:
IT organizations are continuously looking for ways to improve....
Hello,
On August 30th, I had requested the community share their ITIL experience. I wanted to revert back and share the results of my conversations that I presented to our leadership team. Hopefully other schools looking to implement ITIL can benefit from it.
I would like to thank everyone for taking the time to chat about ITIL.
Please let me know if you have any questions.
Thanks and Regards
Pankaj Sharma
Our Change Manager is retiring. We want to review her position description before we post the opening and are looking for a few examples for comparison. If you have a Change Manager position description you are willing to share, I would appreciate it if you could send that to me.
Thanks!
Thelma
Thelma Simons | Project & Process Management Office | KU Information Technology
The University of Kansas | 1001 Sunnyside Drive | Lawrence KS 66045
Phone: 785.864.0269 | Email: tsimons@ku.edu | Web: www.technology.ku.edu
Colleagues –
I trust you’re all ready for the holiday break.
I was curious to see who will be attending the conference in Baltimore in early January, as this our firm’s first foray into the EDUCAUSE membership.
Happy to connect before and during the conference!
Best,
Patrick
Patrick R. Corcoran
Enterprise Solutions
International Institute for Learning, Inc.
110 East 59th Street, 31st Floor
New York, N.Y. 10022
Phone: 212-515-5185/Fax-212-755-0777
...
We are looking to solicit bids for technology agnostic consultative services that deal would deal with the following aspects of the overall information technology services management program based on ITIL:
* A Professional Development Plan for Establishing a Shared Understanding of ITIL among ITS Management and More Specific Follow-on Training for Additional Staff
* Development of Services Catalog that Inventories What is Offered
* Needs Assessment of Information Technology Services Management based on the ITIL Framework
* Development of a Prioritized Roadmap that Describes a Plan for Adoption in Phases
* Assistance with the Development of a Final RFP Issued to Providers of Information Technology Services Management...
Hi Everyone,
We’re embarking on a multi-campus ITSM initiative. We’ve selected BMC Remedy’s ITSM Suite as our solution, and are in the early project planning phases. I’m very interested in hearing from other institutions who have implemented BMC Remedy ITSM to see how you’ve approached your project and any ‘lessons learned’ you can share. If you happen to have done this in a multi-campus (tenant) environment like we are pursuing, I’m especially interested in chatting with you.
Thanks in advance!
Nathan
_________________________________________
...
This is a webinar announcement from the itSMF Higher Education SIG that I am forwarding to this list in case anyone is interested.
Thelma
Thelma Simons | Project & Process Management Office | KU Information Technology
The University of Kansas | 1001 Sunnyside Drive | Lawrence KS 66045
Phone: 785.864.0269 | Email: tsimons@ku.edu | Web:
www.technology.ku.edu
Colleagues; we are starting an IT service management initiative and I am looking for a position description for an IT Service Manager or equivalent lead role of such a program (based on ITIL). Do any of you have one you might be willing to share?
Thank you!
Deb
Deborah B. Whitten
Assistant Vice President for IT Planning and Programs
Arizona State University
P.O. Box 870101, Tempe, AZ 85787-0101
(480) 727-0050 Fax: (480) 965-0028
deborah.whitten@asu.edu
Current Issue
March/April 2013
EDUCAUSE Review
Annual Conference
October 15–18, 2013
Save the date!
Whether you're looking for a conference to attend face-to-face to connect with peers, or for an online event for team professional development, see what's upcoming.
EDUCAUSE Institute
Leadership/Management Programs
Explore More
Explore EDUCAUSE professional development opportunities that match your career aspirations and desired level of time investment through our interactive online guide.
Employees of EDUCAUSE member institutions and organizations are invited to create individual profiles.
