OIT Service Philosophy
IT Service Management Philosophy
The University of Alaska Office of Information Technology is a strategic service organization providing technology tools, expertise, and planning to facilitate the University of Alaska's mission. The Office of Information Technology (OIT) vision for the IT Service Management Program is to improve customer and user satisfaction, organizational effectiveness, and operational efficiency through the adoption of consistent, streamlined processes in association with organizational culture change. ITIL (Information Technology Infrastructure Library) is the most widely accepted approach to IT Service Management (ITSM) worldwide. ITIL best practices help in developing an efficient, effective, and economic framework for successfully managing IT resources. With ITIL's innovative approach, best practices become good practices.
OIT has recently completed initial process improvement phases for Incident Management and a business IT Service Catalog using the ITIL framework. Ongoing ITSM projects/process improvements include Knowledge Management and Change Management. Process improvements with Service Level Management (SLM) and Problem Management are planned for the near future.
IT services provided by the Office of Information Technology (OIT) to UAF and Statewide are to be separated. In an April 13 memo to OIT staff, UA President Jim Johnsen laid out a new IT organizational structure that puts campus services at UAF, while SW OIT will focus on enterprise services, strategic planning and a longer-term vision for IT. Johnsen said that changes are intended to provide clear organizational purpose and strong, focused leadership at both UAF and SW.
See the IT Transition page for more information.
IT Service Management
- ITSM (IT Service Management) Program
- Overview: IT Service Management
- ITIL Basics
- Root Cause Analysis Archive
- ITSM Process Assessment