IT Service Management (ITSM) is a set of processes that work together in managing our services. They help us address items like system changes, problem investigations, incidents, end user questions and knowledge management in a consistent and repeatable way.
Begining August 2013, ServiceLink will support the IT Service Management Processes. Incident Management has been released and later releases in ServiceLink will include the other processes (KM, PM, CM) as well. Please see the ServiceLink project site for more information.
In the meantime, continue to log in to ITSM at:
https://servicerequest.umich.edu
Watch the Service Management Info Cast (1:57) for an overview.
Getting Started with ITSM
See the enhancements made to ITSM in February 2012 - Overview of Changes
New to ITSM? The Getting Started with ITSM Online Learning Activity (30 minutes) will help you get started.
Need access to ITSM? Access in ITSM - Support Material
Procedures, Demonstrations and Reference Documents
- Description of the Overview Console — Field Description
- ITSM Icons and Descriptions — Field Description
- Search for a Record — Procedure
- Search Using Advanced Search Criteria — Procedure
- Perform a Custom Search Using My Searches — Procedure | Demonstration
- Modify All Selected Records — Procedure
- ITSM Relationship Types — Quick Reference
- Work With Relationships — Procedure
Incident Management
Incident Management (IM) is the process for handling all incidents; this can include failures, degradation of service or questions reported by users, by technical staff, or automatically detected and reported by event monitoring tools.
The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on ITS business operations.
Review the Incident Management Policy information on Backstage. (ITS Staff)
For more information, and documentation and training, on Incident Management, please see the ServiceLink Training and Resources page.
Knowledge Management
Knowledge Management (KM) is the process through which information is generated and shared with ITS staff when they respond to and resolve incidents. The information is also used by Problem Management and Change Management processes.
The KM process consists of the creation, review and maintenance of IT Service Management information stored in the ITSM Knowledge base.
Watch the Knowledge Management Info Cast (2:04) for an overview.
Learn more about KM in the Knowledge Management Online Learning Activity (1 hour)
Procedures, Demonstrations and Reference Documents
Need a quick overview of the Knowledge Management Process?
- Knowledge Console Overview — Field Description
- Create and Publish a Knowledge Article — Procedure | Demonstration
- Assign a Knowledge Article — Procedure
- Knowledge Article Writing Guidelines — Quick Reference
- Review a Knowledge Article — Procedure
- Additional Tips in Knowledge Management — Procedure
- Search for and Update a Knowledge Article — Procedure | Demonstration
- Knowledge Management Advanced Search — Field Description
- Knowledge Management Console — Field Description
Problem Management
Problem Management (PM) complements Incident Management by:
- Working reactively and proactively to detect and analyze issues that require root cause analysis with a goal of preventing, eliminating or minimizing the impact of Incidents.
- Providing a mechanism for recording and tracking "Known Errors" as well as the process used to resolve such issues.
Learn more about PM in the Problem Management Online Learning Activity (30 minutes)
Procedures, Demonstrations and Reference Documents
Overview of Problem Management — Quick Reference
Identify and Classify a Problem Record — Procedure
Investigate and Diagnose a Problem — Procedure
- Create and Close a Known Error — Procedure
- Work a Problem Investigation to a Known Error — Demonstration
Change Management
Change Management (CM) provides structure around the activities related to the recording, approving, planning and implementing changes to ITS production services and their supporting production environments.
Learn more about CM in the Change Management Online Learning Activity (1 hour)
Procedures, Demonstrations and Reference Documents
- Change Request Field Requirements and Definitions — Field Description
- Create a Standard Change Request — Procedure | Demonstration
- Create a Normal Change Request — Procedure | Demonstration
- Create an Emergency Change Request — Procedure | Demonstration
- Create a Latent Change Request — Procedure
- Working with Relationships in ITSM — Procedure
- Relationship Types — Reference
- Add Work Details to a Change Record — Procedure
- Service Status Page and Notifications — Support Material
- Add a Task — Procedure | Demonstration
- Add Work Details to a Change Record — Procedure
- Scheduling Calendars in Change Management — Quick Reference
- Schedule a Change Request — Procedure | Demonstration
- Reschedule a Scheduled Change Request — Procedure
- Add Work Details to a Change Record — Procedure
- Implement a Change with Tasks — Procedure | Demonstration
- Implement a Change without Tasks — Procedure | Demonstration
Other Components
Service Request Management
Learn more about SRM in Search the Knowledge Base and Submit an IT Service Request.
Configuration Management Database
Learn more about CMDB in Overview of the Configuration Management Database.
Help
For additional assistance, contact the ITS Service Center at 4-HELP.