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Contact Information:
Frans Hoffman
extension 8797
fhoffman@stmarys-ca.edu
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ITIL Training
IT Services provides a free online ITIL training for its employees. The
training will take about
20 hours and prepares
you to take the ITIL
Foundations exam.
More information can be obtained by contacting
Kim Sullivan,
extension 4640,
kas7@stmarys-ca.edu
An excellent distance
learning ITIL training is provided by
Charles Sturt University
(Australia)
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The primary task of Service Assurance is to assure that the business services provided by IT Services are aligned with the business needs of the business clients of the college. Communication is the key to realizing that objective.
On the one hand, it means that business clients must be able to find the services that are available to them and know how to access them, who is responsible for providing them and what they can expect from the service.
On the other hand it means that the College's Information Technology department (IT) must provide reliable and up-to-date information on the performance of these services and respond swiftly and effectively to any threat to or interruption of IT services (contact the IT Service Desk for information or to report problems).
Service Assurance achieves this task partly by promoting Information Technology Infrastructure Library and Information Technology Service Management best practices within the Information Technology department at Saint Mary's College of California.
This is what the ITIL model looks like:
Working closely with the managers of the relevant IT groups, internal processes will be reviewed. The director of each IT group will - in collaboration with Service Assurance - develop and implement department plans of action to better align internal processes with business objectives.
Feedback received from customers (see our Client Satisfaction Metrics) is collected by the Continual Service Improvement group (CSI - visit our Continual Service Improvement page for more information) in IT and will be used to suggest improvements in the production and delivery of IT business services and to measure the success of the ITSM implementation. Each group in IT will receive guidance from Service Assurance in developing service level agreements and entries for the business service catalog, after which Continual Service Improvement will take the role of monitoring progress and reporting on performance.
Working closely with the department's management, Service Assurance will define and the IT group will implement and maintain metrics to measure service levels. Key Performance Indicators (KPIs) will be implemented and published by Continual Service Improvement to assist the departmental management in measuring progress towards implementation of agreed upon plans. Key Performance Indicators (KPIs) and additional information from the ITIL compliant ticketing system will be used to create a balanced scorecard. The Continual Service Improvement group will maintain these metrics and SLAs.
Externally, Service Assurance will work with customers to review the Service Catalog and evaluate the Service Level Agreements (SLAs) to determine whether they are in alignment with the business clients' needs and expectations. The Service Assurance department will work with client departments to periodically review ITS performance as measured in Key Performance Indicators and compared to Service Level Objectives defined in the various Service Level Agreements.
When new business services are requested and approved the Service Assurance department will work with IT groups to develop the new business service, document it, test it, develop KPIs and SLAs, and put it into operation.
