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From the ECAR-ITSM Working Group
IT is now being positioned as a service framework approach, as opposed to the traditional IT support and delivery method. ITSM backs this shift and helps IT departments address service goals, align with “the business,” and provide a better experience for customers. Understanding what path to take to move to a service management approach can be difficult. This paper explores the motivations for why higher education IT organizations are moving to ITSM and shares examples of how ITSM has been applied in higher education IT organizations.
This timely, informative paper can also be found on the ECAR Working Groups website: www.educause.edu/ecar/ecar-working-groups
The publication is freely available ECAR subscribers for the first five months, following which it is then available publicly. A full list of subscribing institutions can be found at: https://goo.gl/mWG29X
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