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Information Technology
Service Management

 

ITSM Project Structure

The ITSM project’s structure spans several departments throughout campus—including the Office of the Vice President and Chief Information Officer, the Division of Business Affairs, Business Technology Operations, -as well as representation from Academic Affairs, Student Affairs and University Advancement

Program Executive Sponsors & Project Management

Executive Sponsor Title and Role Representing
Jeffrey Graham Vice President for Information Technology  IT Division
Project Manager Title and Role Representing
Esther Dominguez IT Project Manager               IT PMO

Structure Diagram

UTPA ITSM Program Structure Diagram

ITSM Governance & Steering Committee

Name Title and Role Representing
Jeffrey Graham Vice President for Information Technology,
Executive Sponsor
IT Division
Frank Zecca Executive Director IT Services
Kumar Raman IT Director IT Internet
Omar Cantu IT Director IT Support
Anne Toal IT Director IT Assessment
Esther Dominguez IT Project Manager IT PMO

ITIL Process Owners

Process Owner Representing
Anne Toal Process Governance IT Assessment
Omar Cantu Incident Management IT Support
Frank Zecca Request Fulfillment/Service Catalog Management IT Services
Esther Dominguez Change Management IT PMO
Irma Hermida Communications/Training Information Technology

Timeline

Program Deliverables Planned Completion
Program Charter Fall 2013
Current Situation
Process Governance Spring 2014
Service Catalog Spring 2014
Incident Management Spring 2014
Request Fulfillment Spring 2014
Change Management Spring 2014
High Level Process Models -
Workflows, RACI
Process Governance Spring 2014
Service Catalog Spring 2014
Incident Management Spring 2014
Request Fulfillment Spring 2014
Change Management Spring 2014
Detailed Process Models
(Policy, Activity Procedures, Metrics)
Process Governance Summer 2014
Service Catalog Summer 2014
Incident Management Summer 2014
Request Fulfillment Summer 2014
Change Management Summer 2014
Build/Develop New Process
(Work Instructions, Training Materials, Configure New tool)
Process Governance Fall 2014
Service Catalog Fall 2014
Incident Management Fall 2014
Request Fulfillment Fall 2014
Change Management Fall 2014
Implementation of New Process
(Training, Coaching and Go-live)
Process Governance Fall 2014
Service Catalog Fall 2014
Incident Management Fall 2014
Request Fulfillment Fall 2014
Change Management Fall 2014
Communication
Process Governance Fall 2013
Service Catalog Fall 2013
Incident Management Fall 2013
Request Fulfillment Fall 2013
Change Management Fall 2013