2016
Much of the 2016 accomplishments were centered on fine-tuning the myIT platform. In addition to executing all the activities to complete a successful software upgrade on the myIT platform, the service catalog also underwent a significant overhaul.
| Timeframe | Action | Status |
|---|---|---|
| January-May | Fine-tune myIT platform | Completed |
| May-July | Implemented Customer Facing Service Catalog | Completed |
| July-November | Service Catalog overhauled and integrated into the myIT Platform | Completed |
| June-November | Upgrade 8.2.3 | Completed |
| December | UFIT CSI: Fine-tune myIT platform | Completed |
2015
This year will bring the implementation of the final modules and processes as directed by the ITSM Steering Committee. The onboarding process for IT partners will be put into place, and the initiative will become operational in nature with continual service improvement as its the focus.
| Timeframe | Action | Status |
|---|---|---|
| January-March | IT Partners, Wave 1: Configuration, Testing, and Deployment of Request Fulfillment & Incident Modules | Completed |
| January-April | UFIT CSI: Fine-tune myIT platform | Completed |
| April | IT Partners, Wave 2: Configuration & Testing | Completed |
| May-June | Change Management: Deployed | Completed |
| July-December | UFIT CSI: Emphasis on Change Management operational items | Completed |
2014
Implementation will include efforts in support of the new tools and processes through training and communication. The implementation of the selected tools and processes recommended by the previous phases will also be put into place, as guided by the ITSM Steering Committee’s direction. These efforts will result in recommendations on how to sustain and improve UFIT’s adoption of service management practices going forward.
| Timeframe | Action | Status |
|---|---|---|
| January | ITSM Service Improvement Team Establishment | Completed |
| February | ITSM Incident Management Workgroup Establishment, Cherwell Toolset recommended and approved by VP & CIO for purchase | Completed |
| March | ITSM Incident Management Process Design, Cherwell SOW & BAA Contract Finalization | Completed |
| April | ITSM Request Fulfillment Workgroup Establishment, Cherwell Requisition Approved | Completed |
| May | ITSM Incident Management Process Design First Draft Completion & ITSM Request Fulfillment Process Design | Completed |
| June | ITSM Request Fulfillment Process Design First Draft Completion, Cherwell Administrator Training, and Cherwell Discovery Sessions | Completed |
| July | myIT Toolset Configuration & ITSM Awareness (OIT100) Training Available | Completed |
| August | ITSM Tool Training Available, myIT Toolset Configuration Completion for Wave 1 and Testing for Wave 1 | Completed |
| September | Wave 1: TSS & Research Computing on myIT toolset for Incident & Request and myIT Toolset Configuration for Wave 2 | Completed |
| October | myIT Toolset Configuration Completion for Wave 2 and Testing for Wave 2: Most of ES & AT | Completed |
| November | Wave 2: Most of ES & AT on myIT toolset for Incident and Request and myIT Toolset Configuration Completion for Wave 2 | Completed |
| December | Wave 3: UFIT Remedy Users (ISO, Help Desk, NS, & EIO) in myIT toolset for Incident and Request | Completed |
2013
UFIT identified requirements associated with effectively offering services to campus. The 2013 efforts were characterized by high engagement with stakeholders. The project identified a “best fit toolset” to support the process requirements, with cross-campus participation to ensure UFIT and the greater campus community needs were met.