Cornell University
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Current Status of ITSM at Cornell

May 14, 2012

  • The ITSM initiative is focused on getting ready to launch a central IT Service Desk for Cornell by mid-June 2012.
  • An ITSM Forum is scheduled for May 22, 10 to 11 a.m. in 226 Weill.
  • The Remedy migration to Remedy OnDemand is well underway.
  • A knowledgebase solution has been selected. Approval and purchasing is in process.
  • The revised service catalog is in Remedy OnDemand. Next step is to publish it online.
  • New ITIL training is available.

For details, please see the current status page.

IT Service Management (ITSM)

IT Service Management (ITSM) is a customer-focused and business-aligned method for managing IT systems.

Goals of IT Service Management

  • The Cornell University information technologies (IT) community will function in a unified manner in the delivery and maintenance of academic, administrative and general campus IT services.
  • The most appropriate standards, processes and procedures will be followed to meet the priorities of the university by using the most secure, efficient and effective means possible.
  • The IT community will be responsive to the needs of its constituencies, be strategically aligned with the mission and direction of the university, and function as a unified, university-wide organization.

The current picture

The ITSM Initiative started at Cornell in June 2011. A set of subsidiary initiatives on End-User Support, Managed Desktops, and Service Delivery Improvement made recommendations and assessed CIT's process maturity in fall 2011. As a result of that work as well as guidance from the ITSM Advisory Board and Third Sky, the ITSM initiative is focusing its efforts on four parallel tracks through the first part of 2013.

ITSM path4v2

 Benefits of IT Service Management

  • A common framework for the delivery and support of services
  • Consistent and reliable processes
  • Clarity surrounding roles and responsibilities, accountability and authority, and setting and meeting expectations
  • Increased efficiency and effectiveness
  • Greater customer satisfaction