IT service management for campus environment - practical concerns in implementation

Abstract

Adequate definition and adoption of standardized management processes form the foundation to enhance IT Service Management (ITSM) especially in tally with the arrangement of outsourcing operation management and contracting project development. With the establishment of defacto standard IT Infrastructure Library (ITIL) for ITSM implementation in these days, management software tools are available in the market. However, proper service management processes shall be developed to align with the existing daily operations workflow, model around ITIL framework, rather than compromising commercial product standard template. This paper first evaluates the effect of ITSM tools in practical adoption in supporting various types of service category in campus environment of technology industries. Experience sharing to address specific concerns in developing customized management process modules for the campus with service outsourcing will be discussed afterwards. Finally, a future work on proactive service impact analysis framework is defined.