IT Service Management Project

New Incident Management processes and call management application

After a rigorous evaluation process, the ITS selection team chose the Touchpaper suite of service management products to replace our current tool, Peregrine.

Key reasons for the selection of Touchpaper were its fit with the requirements specification developed in consultation with each ITS team, and its compliance with the ITIL framework for IT service management. 

What is ITIL?

The IT Infrastructure Library (ITIL) is a set of guidelines for the delivery of IT services, originally developed within the British Government.  The ITIL guidelines have now been adopted world-wide as defining a standard set of processes and procedures for improving IT service management. 

The change management process now controlled by the ITS Change Advisory Board is an example of an ITIL process successfully implemented by ITS.

More Information on ITIL 

The benefits of improved IT service management using ITIL and new software

• Enhanced customer satisfaction
• More reliable IT services, less unplanned outages
• Better support services to customers by the Service Desk
• Better management information to enable better decisions about improving services
• Improved job satisfaction and productivity of ITS staff

The Project

The ITSM project aims to deliver improved processes, new roles and a new CRM (Customer Relationship Management) application, Touchpaper.

A high level overview of these improvements can be found here:

Desktop Management Services Presentation 17th July 2008

Detailed information on the Incident Management process defined and adopted by ITS can be found here:

Incident Management

Training competencies can be found on the ITS Training website:

Touchpaper Competencies

For further information on the ITSM project, please contact Marty Thorpe (Project Manager) or David Stoward (Technical Lead).