American ITIL

Abstract

ITIL® (pronounced 'Idol'), or Information Technology Infrastructure Library, is gaining popularity in the management of IT Services...not just in Industry but in Higher Education as well. Hobart and William Smith Colleges is beginning to use the ITIL® framework to transform the way it provides services to the Colleges. During this session, the CIO and Director of Operations and Technical Support from Hobart and William Smith Colleges will walk you through how the Colleges are using ITIL®, including Incident Management, Problem Management, the beginning stages of creating a Service Catalog, developing internal Operating Level Agreements (OLA's), establishing Service Level Agreements (SLA's) and creating metrics. Approaching service in this way, will allow you to create meaningful metrics that the customer can understand and that the IT support personnel will buy into. Involving key customers and IT personnel throughout the process is critical to success. We will talk about our approach to involving both IT support personnel and customers in each step of the process.