{"id":252,"date":"2020-01-22T20:16:08","date_gmt":"2020-01-22T20:16:08","guid":{"rendered":"https:\/\/www.furman.edu\/offices-services\/information-technology-services\/?page_id=252"},"modified":"2022-12-15T17:03:58","modified_gmt":"2022-12-15T17:03:58","slug":"it-service-lifecycle","status":"publish","type":"page","link":"https:\/\/www.furman.edu\/offices-services\/information-technology-services\/policies-security\/it-service-lifecycle\/","title":{"rendered":"IT Service Lifecycle"},"content":{"rendered":"

Information Technology Services: <\/strong>Associate Vice President for Information Technology\u200b\u200b<\/p>\n

Last Revised:<\/strong>\u00a002\/25\/15<\/p>\n

Title:<\/strong>\u00a0IT Service Lifecycle Policy<\/p>\n

Applicable:<\/strong>\u00a0Furman University (Staff and Faculty)<\/p>\n

Contacts:\u00a0<\/strong>IT Service Center ext. 3277<\/p>\n

Background:<\/strong>\u00a0Furman 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\u00a0University Policy 071.1 Information Technology Services<\/a>.\u00a0University Policy 071.0 Chief Information Officer<\/a>\u00a0assigns the CIO responsibility for overseeing and directing all ITS functions.\u00a0University Policy 071.11 Organizational Security and Data Classification<\/a>\u00a0requires ITS management to maintain a\u00a0service catalog<\/a>\u00a0listing each university information service and identifying the University Vice President responsible for each information service. The IT Service Lifecycle model (a.k.a.\u00a0ITIL Service Lifecycle<\/a>) is a framework for designing, operating, and improving IT services.<\/p>\n

Policy:\u00a0<\/strong>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.<\/p>\n

Guidelines:<\/strong><\/p>\n

1.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0The Chief Information Officer is responsible for developing an information technology strategic plan that aligns with the University\u2019s strategic plan. The CIO directs ITS staff to deliver IT services and projects needed to fulfill the goals of the IT strategic plan.<\/p>\n

2.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0The 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\u00a0documented with a project charter\u200b<\/a>\u00a0approved 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\u00a0ITS Contract Review Form<\/a>\u00a0may function as a project charter.<\/p>\n

3.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0The 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.<\/p>\n

4.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Before 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\u00a0ITS Change Management Policy<\/a>\u00a0documents processes and approvals needed before a new or changed service goes into operation or is retired.<\/p>\n

5.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0ITS 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.<\/p>\n

6.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0The CIO will work with the ITS Directors to ensure appropriate opportunities for ITS staff members to learn IT service management best practices.<\/p>\n","protected":false},"excerpt":{"rendered":"

Information Technology Services: Associate Vice President for Information Technology\u200b\u200b Last Revised:\u00a002\/25\/15 Title:\u00a0IT Service Lifecycle Policy Applicable:\u00a0Furman University (Staff and Faculty) Contacts:\u00a0IT Service Center ext. 3277 Background:\u00a0Furman 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 […]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":89,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-252","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.furman.edu\/offices-services\/information-technology-services\/wp-json\/wp\/v2\/pages\/252","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.furman.edu\/offices-services\/information-technology-services\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.furman.edu\/offices-services\/information-technology-services\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.furman.edu\/offices-services\/information-technology-services\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.furman.edu\/offices-services\/information-technology-services\/wp-json\/wp\/v2\/comments?post=252"}],"version-history":[{"count":0,"href":"https:\/\/www.furman.edu\/offices-services\/information-technology-services\/wp-json\/wp\/v2\/pages\/252\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/www.furman.edu\/offices-services\/information-technology-services\/wp-json\/wp\/v2\/pages\/89"}],"wp:attachment":[{"href":"https:\/\/www.furman.edu\/offices-services\/information-technology-services\/wp-json\/wp\/v2\/media?parent=252"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}