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| Key Concepts | Key Processes | Roles and Responsibilities | Service Definition Products | Additional Information |
Key Concepts | Tools and Resources | |
What is Service Management? | Service Management is a customer-focused approach to delivering information technology. Service Management focuses on providing value to the customer and also on the customer relationship. Service Management provides a framework to structure IT-related activities and the interactions of IT technical personnel with customers and clients. | Service Management Resources |
Is it a Service? | A service is a coherent, ready-to-use deliverable that is of value to the customer. Services allow customers to do business without worrying about underlying technology or IT infrastructure. | Is it a Service? Service Catalog |
Service Lifecycle | Services must evolve in order to continue to meet the needs of the customer and respond to technological changes and advances. The Service Lifecycle is the overall framework used to identify, define, manage, and retire IT services.
| Service Lifecycle Diagram |
Service Definition Products | Tools and Resources | |
Service Catalog | The ITS Service Catalog is a list of IT services provided to campus clients that is published on the web as part of the ITS web site. Each "service page" within the catalog includes a description of the service, how to get the service, how to get service support, costs (if applicable), and other information regarding the use and capabilities of the service. | Service Catalog Service Catalog page template |
Agreements: Service Level Agreement (SLA) | A Service Level Agreement (SLA) is an agreement between a service provider and the customer which details the parameters of the services to be provided. Key elements of an SLA include
A service provider might have their own Service Level agreements with third party providers of products and services. | ITS SLA web page SLA template (will open a Google Doc) OLA/SLA Process SLA process diagram (pdf) Metrics worksheet and web page |
Agreements: Operational Level Agreement (OLA) | By contrast, an Operational Level Agreement (OLA) is an agreement with a department internal to the service provider detailing the provision of a certain element of a service. Key elements of an OLA include
| OLA Template (link will download a Word file) OLA/SLA Process |
For questions, additional information, or feedback please contact Client Services and Security using the ITS Feedback form.