Ben Page
Manager, IAM Engineering,
Boston University
A Snapshot in Time: ITSM at Boston University Today
Tuesday, March 22, 2016 | 12:30PM–1:20PM | Room 550
Session Type:
Professional Development
As technology and our universities' needs change and evolve, to remain relevant and useful so too must our IT services and the processes and functions employed to deliver them. We will discuss the current state of our IT service management implementation at Boston University. Using the ITIL framework to structure the discussion, we will explore processes, tools, templates, roles, and functions, exploring how these are structured at Boston University today. What does our catalog look like? Where is our CMDB? How do community members find out who our service or process owners are? How do we implement a governance process?
Outcomes: Understand how BU has approached its ITSM implementation * Gain another perspective on how to approach your ITSM work back home * Network and share ITSM experiences
Presenters
Resources & Downloads
Presentation Slides
28 MB, PDF
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BU IST Useful Links and Images
79 KB, PDF
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BU IST Troubleshooting Guide Template
31 KB, Microsoft Office Document
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BU IST Transition to Operations Plan Template
42 KB, Microsoft Office Document
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BU IST Transition to Operations Checklist ...
40 KB, Microsoft Office Document
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BU IST Standard Operating Procedure Template
32 KB, Microsoft Office Document
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BU IST Service Proposal Template
35 KB, Microsoft Office Document
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BU IST Service Component Handbook Template
177 KB, Microsoft Office Document
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BU IST Service Based SLA Template
84 KB, Microsoft Office Document
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BU IST Run Book Template
36 KB, Microsoft Office Document
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BU IST Process Definition Template
66 KB, Microsoft Office Document
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BU IST Client Service Handbook Template
37 KB, Microsoft Office Document
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BU Architecture Principles
42 KB, Microsoft Office Document
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