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Information Technology
Service Management

 

ITSM at UTPA

The Division of Information Technology (DIT) is embarking on a five year plan to transform the division from a technology provider to a strategic, business oriented service operation by implementing the IT Service Management (ITSM) Program. The program includes implementing the ITIL Framework and selected processes as laid out in the scope below as well as deploying the following actions: process governance plan, ITSM tool, service catalog plan, request fulfillment, incident management, change management, training plan, organizational change and communication plan.

Our Goal

We will deliver and support IT services efficiently, effectively, and securely for our students, faculty, and staff.

Objective

The objective of the ITSM program is to transform the organization from a technology provider to a strategic, business oriented service operation.

Benefits of ITSM Program:

  • Supports ability for IT to measure and improve internal performance, efficiency, service provisioning, and resource allocation.
  • Provides a single, definable, repeatable, and scalable documented framework for IT best practices that flow across the IT organization.
  • Clearly identifies roles and responsibilities for IT Service Management
  • Improves communication, relationships and information flows between IT and organization business departments