Information Technology Services – Fred Miller, Chief Information Officer

Last Revised: 02/25/15

Title: IT Service Lifecycle Policy

Applicable: Furman University (Staff and Faculty)

Contacts: IT Service Center ext. 3277

Background: Furman Information Technology Services (ITS) manages technology services in order for members of the University community to achieve their teaching, learning, research, and administration goals. The role of ITS is defined in University Policy 071.1 Information Technology Services. University Policy 071.0 Chief Information Officer assigns the CIO responsibility for overseeing and directing all ITS functions. University Policy 071.11 Organizational Security and Data Classification requires ITS management to maintain a service catalog listing each university information service and identifying the University Vice President responsible for each information service. The IT Service Lifecycle model (a.k.a. ITIL Service Lifecycle) is a framework for designing, operating, and improving IT services.

Policy: Furman University ITS will maintain an IT Service Catalog and use the IT Service Lifecycle model to deliver effective and efficient IT Services. The CIO will establish processes and functions for ensuring ITS follows service management best practices.

Guidelines:

1.       The Chief Information Officer is responsible for developing an information technology strategic plan that aligns with the University’s strategic plan. The CIO directs ITS staff to deliver IT services and projects needed to fulfill the goals of the IT strategic plan. 

2.       The strategy for any new service, or service change, that impacts a large segment of the campus community, has high cost, or high risk, must be documented with a project charter​ approved by the CIO and the appropriate University Vice President. A project charter must document why the new service or change is needed, what the service needs to accomplish, timing, costs, constraints, and risks. An approved ITS Contract Review Form may function as a project charter.

3.       The approved project charter outlining the desired service strategy will be assigned to an ITS project leader. The ITS project leader is responsible for designing the systems and processes needed to deliver the service. The service design should address: service level, resources, security, capacity, availability, eligibility, continuity management, supplier(s), and costs. The service deliverables and service design constraints will be documented in a proposed new, or changed, service catalog entry.

4.       Before a new or changed service is put into operation, ITS will follow an appropriate service transition process to ensure the new or modified service meets the expectations of the University as documented in the service strategy and service design. The ITS Change Management Policy documents processes and approvals needed before a new or changed service goes into operation or is retired.

5.       ITS staff are encouraged to continually look to improve service operations. Formal post-implementation reviews will be periodically scheduled to review IT services. These reviews should be conducted within one year of a new or changed service going into operation, or, for services involving an external supplier, before contract renewal.

6.       The CIO will work with the ITS Directors to ensure appropriate opportunities for ITS staff members to learn IT service management best practices.

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