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Service Delivery at Loughborough

Resources for IT Staff

This webpage details each of the service management process that we aim to implement, along with the detailed information, and an assessment of our maturity in those areas.

For background on our journey to service management excellence, the below document will be of use.

Click on any of the below processes to find out more about that process and who is involved in its development. For more information about the core implementation team, or for further information, or if you would like to discuss becoming more involved in our adoption of ITIL and Service Management principle, please contact David Anthony in the first instance.

The Processes

Change Management 

Managing changes to all IT services to ensure business benefit and minimal risk

 

Incident Management

Ensuring services are restored from failures as soon as possible to minimise impact on the business

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Major Incident 

Ensuring appropriate communications and management are employed for the most serious incidents

 

Service Portfolio Management

Managing the portfolio of services to ensure the right services are available or being developed to meet the business needs

 

Knowledge Management

Managing the data, information and knowledge we hold about our services

 

Request Management

Managing standard repeatable requests for service

 

Capacity Management

Managing the current and future demand for service capacity to meet the business need in a cost effective manner

 

Service Catalogue Management

Managing and publicising the catalogue of currently available services to our users

 

Service Level Management

Managing the negotiation, agreement and monitoring of the performance of our service

 

Problem Management

Managing the rectification of the underlying causes of incidents, and proactively indentifying issues that could cause incidents

 

Business Relationship Management

Managing a positive relationship with our customers and users, indentifying areas for improvement and managing expectations

 

Availability Management

Managing the current and future availability of our services to mee the business need in a cost effective manner

 

Demand Management

Understanding, anticipating and influencing the business need for our services and the patterns of business activity