UITS Training Assessment

The Technology Outreach (TO) Department of the University Information Technology Services (UITS) at Kennesaw State University provides supportive services to the university through training, learning technologies administration and support, as well as communication regarding upgrades, outages, and technology maintenance.

In this project, we will study the service management practices at the Technology Outreach Department using Information Technology Infrastructure Framework (ITIL) framework, with emphasis on service strategy, service design and service transition. The research methods include reviewing of existing documents, interviewing leadership, and surveying personnel in the department.

The objectives of this project are listed as follows.

• Development of a clear understanding of service management practices at Technology Outreach department.
• Evaluate the service strategy, design and transition practices at Technology Outreach department
• Write a report to the leadership of Technology Outreach including the assessment of existing service management exercises and suggestions for more effective management approaches.