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IT Takes A Village: Managing the Service Catalog via Service Attributes
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Managing a large service catalog in a complex organization can be a challenge. Many teams have information they need to track about services. By using custom service attributes and sharing access , University of Michigan ITS is tracking over 2 dozen custom attributes about their services. Using a model that puts data in the teams of the hands that use it, details about items including disaster recovery planning, accessibility, and service lifecycle are all easily managed. Learn how the University of Michigan ITS teams are working together in TeamDynamix to track important data about services.
Speakers
Rhian Copeland
Assistant Director, Service Support
University of Michigan
Below are some details about the current custom service attributes Michigan uses in ITS Tickets.
ITS_DR plan Date : Date of Disaster Recovery Plan
ITS_DR Planning : Critical, Foundational, DR in scope, DR not in Scope
ITS_ Go-Live Date : Date when Service is implemented for customers
ITS_INT/Offering/Service : Distinguishes Services, Services Offerings, Internal Services and Unit (non-ITS) Services
ITS_Keywords : Used by Service Center and other teams to id the correct Service, and related support
ITS_ LifeCycle Status : Idea, Proof of Concept, Design, Pilot, Implement, Monitor, Operate, Update, Sunset, Retire
ITS_ Link to DR Plan : Disaster Recovery Plan
ITS_ Manager : Service Manager
ITS_Owner : Service Owner
ITS_Recovery Time : Disaster Recovery Planning measure of time to recover
ITS_ Review Date : Lifecycle planning date when Technology will no longer be supported
ITS_Service Charter Link : Service Charter
ITS_Webpage : Webpage for the Service
ITS_Tier I Support : TDX groups, Slack Channels, Phone prompts for support of the Service
ITS_Tier 2 Support : TDX groups, Slack Channels, Phone prompts for support of the Service
ITS_Tier 3 Support : TDX groups, Slack Channels, Phone prompts for support of the Service
ITS_A11y-accessibility: Does this service need accessibility involvement
ITS_A11y-IT Source: Is accessibility Vended, Developed, Mixed
ITS_A11y-Vendor name: Accessibility Vendor Name
ITS_A11y-Vendor contact: Accessibility Vendor Contact information
ITS_A11y-Risk level: Accessibility Risk is High, Medium, Low
ITS_A11y-Temp Plan: Accessibility temp plan
ITS_A11y-Temp Plan Detail: Accessibility temp plan details
ITS_A11y-Accessibility Sm: Accessibility summary; Initial, Engagement needed, Maintenance, Critical
ITS_A11y-Accessibility nt: Accessibility notes
ITS_A11y-Last review: Most recent accessibility review date
ITS_A11y-Next: Upcoming accessibility review date