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IT Management Process

IT have been working to improve the processes within the department. This page provides a brief description of each process improvement cluster and links to relevant documentation.

Change Management

Change Management aims to control the life cycle of all Changes. The primary objective of Change Management is to enable beneficial Changes to be made, with minimum disruption to IT services. Change Management also aims to ensure that only changes of an acceptable quality are implemented.

Click the link below to access the Change Management documentation:

Change Management

How to raise a Request for Change (RFC)

Change Post Implementation Review Template

Validation Testing & Release Deployment Policy

Continual Service Improvement

CSI is concerned with identifying ways in which services and processes can improve in quality, reduce cost or both. CSI must focus on increasing the efficiency, maximising the effectiveness and optimising the costs of Service and the underlying IT Service Management processes. This is done by identifying improvement opportunities throughout the entire Service Lifecycle.

Click the link below to access the CSI documentation:

Continual Service Improvement

Demand Management

To understand, anticipate and influence customer demand for services. Demand Management works with Technical Teams to ensure that the IT has sufficient capacity (People and Technology) to meet the required demand.

Click the link below to access Demand Management documentation:

Demand Management

Incident Management

Incident Management aims to manage the lifecycle of all Incidents. The primary objective of Incident Management is to return the IT service to users as quickly as possible and minimise the adverse impact on business operations, ensuring that agreed levels of service quality are maintained.

Click the link below to access Incident Management documentation:

Incident Management

Incident Criteria

Critical Incident Comms

Request Fulfilment

The objective of Request Fulfilment is to fulfil Service Requests , which in most cases are minor (standard) Changes (e.g. requests to change a password) or requests for information. In the University of Reading, Request Fulfilment will also be used to request and schedule technical changes that happen regularly and the risks are well understood.

Click the link below to access Request Fulfilment documentation:

Request Fulfilment

Service Catalogue Management

The aim of Service Catalogue Management is to ensure that a Service Catalogue is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally. Service Catalogue Management provides vital information for all other Service Management processes: Service details, current status and the services' interdependencies.

Click the link below to access the Service Catalogue Management documentation:

Service Catalogue

Service Level Management

The aim of Service Level Management (SLM) is to negotiate Service Level Agreements with the customers. Service Level Management is also responsible for ensuring that all Operational Level Agreements and Underpinning Contracts are appropriate, and to monitor and report on service levels.

Click the link below to access the Service Level Management documentation:

Service Level Management

For further information or requests please contact the service desk.