About the Project
Overview
Delivering reliable, consistent, high-quality IT services requires a clearly defined approach to how those services are designed, created, delivered, supported, managed, and improved throughout the service lifecycle. The entirety of these activities is known as IT Service Management (ITSM).
This project aims to strengthen the quality of IT services and support through the adoption of ITSM best practices and the development of a new and improved IT Service Catalog that aligns with the Educause Higher Ed IT Service Catalog framework. This project will also be critical to improving overall collaboration in the delivery of support across the Division of IT, through the selection of a single ITSM platform that will allow the Division to align service practices, increase user transparency, standardize workflows, and extend knowledge about ITSM best practices for CSU at the system level.
Phase 1 of the ITSM Initiative was completed in July 2023. Work in this phase included an assessment of the Division of IT’s ITSM maturity level (conducted by FlyCast), a two-day overview of ITSM best practices (conducted by John Borwick), and the selection of FreshService as the primary ITSM platform for CSU IT.
Implementation
Phase 2 of the ITSM Initiative is focused on the implementation of FreshService as the primary ITSM platform for the Division of IT. The key deliverables for this phase include implementation of Freshworks modules, and operationalizing Incident Management, Request Management, Service Catalog, Change Management, the Change Advisory Board, and Knowledge Management. The project team is working closely with FlyCast, the implementation partner, to successfully deliver these results.
Training
Learn more about ITSM and Freshservice through a variety of resources, including self-paced online courses, open forums, and live training sessions.
Feedback
We welcome your feedback on IT Service Management (ITSM). Please share any comments, questions, ideas, or concerns you may have. The ITSM Implementation team monitors responses to the form.
ITSM Processes
Coming Soon: Request Management, Service Catalog, Knowledge Management
Project Team
Sponsors
Gary Senseman, Interim Assistant Vice President for Experience and Collaboration
Peggy McCready, Assistant Vice President for Strategy and Planning
Project Manager
Dave Esra, IT Project Manager
Implementation Team
Adam Pocius (Lead), Executive Director of IT, CSU Pueblo, and Director of Client Services
John Brownlee
Michael Gillen
Rami Jalal
Laura KinCannon
Eric Mbadinga-Nzamba
Brian Route
Tony Schlak
Roadmap
