1. IT Service Management SIG TIF-Ignite 2013-04-24

2. ITSM SIG Goals Service Management, not Technology! – Run IT like a Business – Demonstrate Value of IT to the Organization Establish Baselines for IT Services – What does it cost to run IT? – What services does IT provide? Opportunities for Sharing and Collaboration – Find effective best practices – Shared process, shared tools

3. ITSM SIG Format 1.Pick a service management area or topic. 2.Conduct an online survey of IT managers to understand how different units approach the topic. 3.Compile results, create comparisons. 4.Meet to share and discuss results. 5.Post results, examples, documents, use cases, etc. online.

4. ITSM SIG Results Highlights N = 5 (all academic units), Std Dev ~700

5. ITSM SIG Results Highlights N = 7

6. ITSM SIG Results Highlights BUT...... 6 of 7 respondents believe that their web strategy is either not working well or not working.

7. Its Your ITSM SIG This is actionable information! – Identify common gaps – Build business cases – Plan staffing levels for new services – Reuse processes, templates from peers Even if you cant attend, you still get value! – Consider filling out the surveys (we aim for 15 minutes of your time per month)

8. May ITSM SIG Wednesday, May 8 th, 1-2:30PM, Location TBD Planned guest speaker: Julie Mohr Planned topic: IT Support MetricsYouve got the data, but what do you do with it? Please join us! (And fill out the survey even if you cant join us.)