Proactive Process Prevention: Define IT Services through Data

In this presentation we will discuss the process of adopting the Information Technology Infrastructure Library (ITIL) and Information Technology Services Management (ITSM) best practices and how they can be effective tools for managing IT resources. Specifically we will explain the process that Western Carolina University has taken to achieve these best practices. The products of these tools include a public list of services or a service catalog, a standing problem management committee to develop preventative strategies, and an infrastructure to provide processes for accurate and continual feedback. In short, the systems work together to anticipate potential problems and to minimize their effect on institutional productivity. In addition, the presentation will include an overview of an IT staff training program designed to train all IT staff in the ITIL and ITSM processes and how they can be used to effectively assist customers. The data that results from these practices can also assist IT management in making decisions regarding trends, infrastructure, support, and staffing. Participants will leave this session with an understanding of the process of adopting the ITIL and ITSM best practices as well as some hurdles that may need to be dealt with along the way. Participants will also leave with resources of where to find information about ITIL and ITSM best practices.

Suzanne Grider – Western Carolina
Dixie Lawson – Western Carolina

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