IT Service Management Program

The IT Service Management Office, a part of Purdue IT's End User Experience area, helps Purdue University meet its strategic goals through aligning IT with business needs, based on the ITIL® framework. We focus on defining and implementing standard processes for IT services, with an emphasis on continual improvement for IT providers, faculty, staff, and students.

Common Requests

Resources

Incident Management

Quick Reference Guide
Self Help
Practice Document
Reporting Tools
- IT Service Quality / Incident Overview
- Purdue IT Employee Performance / Incident Overview
- Purdue IT Operational Dashboards / Ticket Monitoring for Managers
  - Incidents tab: Service Level Target status for open incidents with filters for manager, team, agent, and priority.
  - Survey Responses tab: Survey response rate and customer satisfaction scores with filters for manager, team, agent, and date range.

Service Request Management

Quick Reference Guide
Reporting Tools
- IT Service Quality / Service Request Overview:
- Purdue IT Employee Performance / Service Request Overview
- Purdue IT Operational Dashboards / Ticket Monitoring for Managers:
  - Service Requests tab: Service Level Target status for open service requests with filters for manager, team, agent, and priority.
  - Survey Responses tab: Survey response rate and customer satisfaction scores with filters for manager, team, agent, and date range.
  - Schedule Date Errors tab: Open or closed service requests with incorrectly set “Schedule Date” with filters for manager, team, and agent.
- Purdue IT Operational Dashboards / GoldAnswers Use

Change Management

Self Help
- Central_Change workspace article: Which Change Advisory Board (CAB) should I choose? KB #15345
- Central_Change workspace article: How do I view the Change Calendar? KB #15346
- Central_Change workspace article: How do I file a Request for Change (RFC) in FootPrints? KB #15347
- Central_Change workspace article: Why does the Change Request revert to "Draft" Status? KB #15351
- Central_Change workspace article: How do I vote on an RFC? KB #15352
- Central_Change workspace article: Does it matter if I vote? KB #15353
- Central_Change workspace article: How do I reduce the amount of calendar "SPAM" FootPrints sends me when I create a new RFC? KB #15354
- Central_Change workspace article: What is the difference between 'Authorized' and 'Scheduled'? KB #15356
- Central_Change workspace article: What information do I include within the "Title" field? KB #15357
- Central_Change workspace article: How do I submit a Firewall RFC? KB #15471
- Central_Change workspace article: How should I ask questions about an RFC if I'm a voter? KB #22578
- Central_Change workspace article: What are the standard/pre-approved templates in the Central_Change workspace KB #22891
- Central_Change workspace article: How does the Risk Calculator determine the risk for RFCs? KB #22957
Purdue IT Period of Heightened Awareness

Problem Management

Quick Reference Guide:
Self Help
- GoldAnswers Article: How do I report a potential problem? KB #817118
- Central_Problem workspace article: Best Practice Guidelines for Creating Known Error Records in FootPrints KB #186
Practice Document

Contact us:

itservicemanagement@purdue.edu