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University Technology Services

Service Delivery and Support Program

The Division of Information Technology (DoIT) is implementing IT Service Management, powered by ServiceNow. Our goal is to deliver consistent, reliable, and repeatable services. By doing so, we will increase our transparency and involvement across all levels of the Division of IT. This will allow the Division of IT to make more objective, data driven decisions to better meet the needs and expectations of our users.

Frequently Asked Questions

What is IT Service Management?

 IT Service Management (ITSM) is a customer focused approach to managing and delivering IT services. By aligning IT with business objectives, ITSM establishes: efficient processes based on best-practices, accessibility to information and knowledge sharing across the organization, and provides a foundation for improved service delivery.

How are we going to implement IT Service Management?

By using a “mature as we go” approach, we can progress incrementally through the changes by following a multi-phase plan. New program modules will be regularly released, allowing a steady and consistent transition into the new processes and features.

What is ServiceNow?

ServiceNow is the Work Management platform for IT Service Delivery through the Division of IT (DoIT). To learn more about how we are using ServiceNow, click here.

How does this affect me?

For our staff, understanding the benefits of IT Service Management will be vital to ensuring we deliver best-in-class services to our customers.

Our customers should expect increased transparency and more frequent communications around our Service Management efforts.

As we continue to improve our service delivery and support, users can expect an enhanced self-service experience as they browse through our available services and use knowledge articles to resolve issues.


Program Updates

June 27, 2018

Our latest program meeting update included: Incident Management, Problem Management, Service Delivery and Support Phase II updates, and more. View our slide deck by clicking the download link.



Problem Management Process

We have introduced Problem Management to Division of IT. Problem Management involves managing the lifecycle of IT service problems, diagnosing root causes of one or more incidents, and helping determine solutions to prevent future incidents from occurring. Visit our Knowledge Base to learn more.

June 22, 2018

Additional enhancements to Incidents and customer service improvements detailed.

ServiceNow Kingston Upgrade complete!

We have upgraded ServiceNow to the Kingston release! Click the link to learn more about this upgrade.

April 27, 2018

This month included discussion around the next program phase, reminders for Incident Management, Time capture, Business Services, and more. Click "Download" to view our slide deck with more information.

April 20, 2018

The first phase of our Service Delivery and Support program is complete! Learn more about our post go-live activities and training opportunities.

April 16, 2018

We are still on track to complete the first phase of our Service Delivery and Support program by April 20th, 2018. Click the link to learn more about other improvements we have made to ServiceNow.

March 28, 2018

Our monthly meeting included program updates, results from our baseline Service Management survey, and more information around Time capture and the Pinnacle integration. Click "Download" to view our slide deck with more information.

March 8, 2018

We are pleased to announce several changes within the Project Management and Service Delivery team. Click the link to learn more about these changes.

February 28, 2018

Our February meeting included program updates, information about our website, the new Self-Service Portal URL, and more. Click "Download" to view the slide deck with more information.

January 31, 2018

Our Janauary meeting with our program team included program updates, the announcement of Time Worked, and the upcoming Pinnacle integration. Click "Download" to view our slide deck with more information.