Demonstrating Value Through IT Service Management in Higher Education
- Published:
- Briefs, Case Studies, Papers, Reports
- Author(s) and Contributors:
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Author(s): Ed Aractingi Shikha Bajracharya John Borwick Connie Eaton John Fritz Rufus Gant Chris Jones Mark Katsouros Andrea Mocko Leila Shahbender Bobby Wachs
- Source(s) and Collection(s):
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Sources(s): EDUCAUSE Research Collection(s): EDUCAUSE Working Group
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Abstract
Many higher education IT organizations have begun to adopt IT service management (ITSM) to help align operations with institutional strategies and goals. IT is now being positioned as a service framework approach, as opposed to the traditional IT support and delivery method. ITSM backs this shift and helps IT departments address service goals, align with “the business,” and provide a better experience for customers. Understanding what path to take to move to a service management approach can be difficult. This paper explores the motivations for why higher education IT organizations are moving to ITSM and shares examples of how ITSM has been applied in higher education IT organizations.