The Higher Education IT Service Catalog: A Working Model for Comparison and Collaboration, Second Edition

Published:
Briefs, Case Studies, Papers, Reports
Author(s) and Contributors:
Author(s): Angela Chauncey Ricardo Chavira Melissa Cresswell Marie DiRuzza Chris Eagle Megan Hartz Tamara Adizes Mark Katsouros Mark Kawasaki Rosi Kloberdanz Corey Liss Reg Lo Anita Nichols Richard Sharp Simon Pride Patty Riether Katie Rose Hillary Rosenfeld Beth Rugg Sarah Topham Karen Van Dusen Luciano Dalla Venezia Karen Warren Karalee Woody Steve Vieira Vieira Mitch Pautz
Source(s) and Collection(s):
Sources(s): EDUCAUSE Publications Collection(s): EDUCAUSE Working Group
ParentTopics:
IT Organization IT Service Management IT Strategic Planning IT Support Services Portfolio and Project Management

The Higher Education IT Service Catalog. A working model for comparison and collaboration. Second Edition.

The implementation of an IT service catalog is an important step in transforming from a technology-oriented organization into a service-oriented organization. The service catalog is a vehicle used to communicate and provide clarity to constituents about the IT services available to them, to help improve customer relations by sharing information and setting expectations, and to improve service portfolio planning so IT investments and activities better align with university needs. This working group paper outlines a standard higher education model service catalog that can be used by institutions implementing a new catalog or revising an existing one.

Second Edition

The second edition is a 2019 revision of the 2015 document and uses feedback from earlier implementations and the people who created them to address gaps and changes in the landscape of information technology.


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Figure 2. How service requests relate to services. New Hire Triggers Multiple Requests: Service Request 1-I need my email set up and access to public folders. Service 1-E-mail and Collaboration Services Service Request 2-I need a phone and voicemail. Service 2-Conferencing and Telephones Service Request 3-I need a laptop and WI-FI connection. Service 3-Desktop and Mobile Device Support


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