ITSM Newsletter
Important Announcements for IT Service Management
Welcome to the Newsletter!
Hello IT! This is the first in a regular series of communications to everyone in IT about our progress on the Service Management / ITSM project. It is important that everyone stays up-to-date as this project progresses as this is an organizational wide project that will ultimately have an impact on the entire campus community.
New Go-Live Date
We've changed the Go-Live date to December 18, 2017 based upon some updates around the knowledge base (KB). Teamdynamix (TDX) rolled out version 9.5 which impacted the workflow of KB articles, and a group of folks participated in training around knowledge base methodologies. These two events caused us to evaluate and reschedule our Go-Live to campus until mid-December.
The KB training introduced us to Knowledge Centered Service (KCS), a service delivery methodology focusing on the use of knowledge articles for support and self-service. This requires us to to reinvent the way we originally planned to develop and use KB articles.
Project Schedule
USING SPRINTS: The project team is using a more Agile oriented approach, breaking the schedule down into 2 week “Sprints”. We will share the upcoming sprints with you on a regular basis.
ITSM Team Leads
There are 6 Teams working on the project comprised of members from all areas of IT. If you want to become involved, contact me or a Team lead.
Admin/Tickets –Sandy Childs
Communications – Zach Hartje
Portal – Jim Bennett
Knowledge Base – Mendi Benigni
Testing – Jason Trinklein
Training – Teena Ham
ITSM Newsletter
Microsoft Teams Channel: bit.do/trainingmsteam
Email: ITSM@cofc.edu
Website: help.cofc.edu
Facebook: https://www.facebook.com/ITCofC
Twitter: @ITCofC