Digital Capabilities in Higher Education, 2016: IT Service Management

Published:
Briefs, Case Studies, Papers, Reports
Author(s) and Contributors:
Author(s): Leslie Pearlman
Source(s) and Collection(s):
Sources(s): EDUCAUSE Research Collection(s): Research Report
ParentTopics:
Compliance IT Effectiveness IT Governance IT Service Management IT Support Services

Abstract

IT service management (ITSM) is a strategic approach to IT service delivery that can work to improve IT service quality and balance the benefits, risk, and value of IT. ITSM is becoming more widespread in higher education as more and more IT organizations begin to adopt it to help align operations with institutional strategies and goals. This report examines the status of ITSM maturity and deployment in higher education. The maturity and deployment indices are based on contributions to the EDUCAUSE Core Data Service.

For a full list of maturity reports, see the Digital Capabilities in Higher Education, 2016 hub.

Citation for this Work : Pearlman, Leslie . Digital Capabilities in Higher Education, 2016: IT Service Management. Research report. Louisville, CO: ECAR, February 2018.

Download Resources