ITSM Reengineering Program
California State University East Bay's ITS organization is currently executing the "IT Service Management Reengineering (ITSMR) Program". The goals of the program are the following:
In line with recommendations from Planning for Distinction, improve quality and efficiency of IT Services based on industry best practices.
Facilitate a culture shift in IT Services, where all aspects of IT service delivery are continuously reviewed to look for service improvement opportunities .
Provide IT services that support the campus mission, shared commitments, institutional learning outcomes, and the needs of students, faculty and staff.
Improve the interaction and communication between IT service providers and campus stakeholders
Improve how IT service delivery is measured, monitored and reported
Reduce cost and improve quality of IT services.
What exactly is an "IT Service"?
From the point of view of a Customer or End User, an IT Service is something that IT provides to you that has value to you, and that helps you accomplish your work. The following are some examples of IT Services:
- Applications you need like Email, Microsoft Office, PeopleSoft, Data Warehouse, Blackboard.
- Hardware you need like Computers, Printers, Phones.
- Services you need like Building a Web Page for your department.
- And more.
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