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Information Technology
Service Management

 

Frequently Asked Questions

Q:What is the ITSM Program?
A:
A phased five-year plan to transform the Division of Information Technology (IT) from a technology provider to a strategic, business-oriented service operation by implementing Information Technology Service Management (ITSM). The program includes implementing the ITIL Framework and selected processes in a series of phases.
Q:What is IT Service Management (ITSM)?
A:
IT Service Management (ITSM) is the implementation and management of quality IT services that align with the business needs of an organization while providing the best end-user experience. ITSM employs ITIL best practices.
Q:What is ITIL?
A:
ITIL stands for Information Technology Infrastructure Library. It is a globally recognized set of best practices for IT Service Management (ITSM) created by the United Kingdom's Central Computer and Telecommunications Agency (CCTA). It provides a customizable set of industry standard principles and processes in achieving quality IT services and overcoming the complexities associated with growing IT systems.
Q:Why are we changing the way we do things?
A:
As UTPA continues to grow, so do the demands for IT services. In order to meet those demands and provide the best value to our customers, we must position ourselves as a state-of-the-art university with clearly defined services that are more effective and efficient. ITSM will help us accomplish this.
Q:What are the benefits of ITSM?
A:
Some of the benefits of ITSM include the following:
  • Supports the ability for IT to measure and improve internal performance, efficiency, service provisioning, and resource allocation.
  • Provides a single, definable, repeatable, and accessible 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
  • Allows IT to take advantage of business opportunities and challenges.
  • Improves IT strategic planning
  • Improves resource prioritization to meet customer requirements
Q:What changes can I expect with ITSM?
A:
IT processes at UTPA will be streamlined and standardized so that everyone knows and understands them. Additionally, processes will be facilitated through a single-point-of-contact.
Q:How can I get more information?
A:
We will update this site regularly as the project moves forward. So be sure to check back often.

 

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