In our current environment, there is no centralized Service Delivery platform to align our information technology services with the needs of the business. Normally, a Service Delivery platform is used to establish integration with the organization's strategy, deliver value, and maintain a minimum level of service. In our case, it allows the institution to establish a baseline from which it can plan, implement, and measure improvements associated with its information services. Essentially, there is a clear need to implement a system where tickets, request for service, and incidents can be managed and controlled.
The need for this centralized Service Delivery platform is evident in that the university technology professionals currently rely on three disparate systems to provide services to our customers. None of these three systems communicate with one another, resulting in minimal information sharing between functional groups. Some functional groups rely solely on e-mail for communication while other groups use internal chat applications. It also does not allow for the establishment of Service Level Agreements and projecting of future needs.
If you have any questions regarding this project, please contact CWU Project Manager, Ginger McIntosh (firstname.lastname@example.org) 963-1466.