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IT Service Management Bill Wrobleski Director, Technical Infrastructur e, ITS wrob@hawaii

IT Service Management Bill Wrobleski Director, Technical Infrastructur e, ITS wrob@hawaii.edu. What is. ITSM?. The tools and processes to run an IT Organization. Incidents • Problems • Configurations. Problems • Releases • Assets • Events.

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IT Service Management Bill Wrobleski Director, Technical Infrastructur e, ITS wrob@hawaii

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  1. IT Service ManagementBill WrobleskiDirector, Technical Infrastructure, ITSwrob@hawaii.edu

  2. What is ITSM?

  3. The tools and processes to run anIT Organization

  4. Incidents • Problems • Configurations Problems • Releases • Assets • Events Capacity • Availability • Continuity Billing • Service Levels • Change Catalogs • Tickets • Finances • More…

  5. & More!

  6. ITS’ plans for ITSM

  7. We’d like to mature our key processes and tools so we can provide improved service to the UH community

  8. ☑️Select an ITSM SaaS provider • RFP process underway. Should have selection by October and contract signed by end of 2017. • ☑️Implement a core set of functions in ITS • Service Desk, Service Catalog, Billing,Incident Mgmt, Change Mgmt, Configuration Mgmt

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