{"id":9630,"date":"2019-06-28T12:45:28","date_gmt":"2019-06-28T16:45:28","guid":{"rendered":"https:\/\/it.ucf.edu\/?page_id=9630"},"modified":"2025-05-27T11:14:01","modified_gmt":"2025-05-27T15:14:01","slug":"it-service-management","status":"publish","type":"page","link":"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/our-organization\/it-service-management\/","title":{"rendered":"IT Service Management"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"9630\" class=\"elementor elementor-9630\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7d72f50 elementor-section-stretched elementor-section-full_width elementor-section-content-middle elementor-section-height-default elementor-section-height-default\" data-id=\"7d72f50\" data-element_type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-narrow\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-a64aa20\" data-id=\"a64aa20\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-33e48d9 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"33e48d9\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-191b1ab\" data-id=\"191b1ab\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8537615 heading-underline elementor-widget elementor-widget-heading\" data-id=\"8537615\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">WHAT IS ITSM AND ITIL?<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-487dd09 elementor-widget elementor-widget-text-editor\" data-id=\"487dd09\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>IT Service Management (ITSM) is a discipline that focuses on implementing and managing quality IT services that meet the needs of the University. In order to effectively and efficiently implement and manage quality IT service delivery, ITSM aims to adopt and implement the ITIL (Information Technology Infrastructure Library) framework. The ITIL best practice framework provides a systematic and proven approach to IT service delivery. Adopting ITIL offers users a huge range of benefits that include reducing costs, improving IT services through the use of proven best practice processes, improved customer satisfaction through a more professional approach to service delivery, standards and guidance, improved productivity and improved use of skills and experience.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f0f4d62 elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f0f4d62\" data-element_type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-fd93b14\" data-id=\"fd93b14\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c04b1ef elementor-widget elementor-widget-text-editor\" data-id=\"c04b1ef\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p class=\"h1 text-inverse text-uppercase font-condensed mb-4\">Our Mission<\/p><p class=\"text-inverse\">The mission of the ITSM function is to implement best practice proven processes that will help enhance\/increase service level success, show value to the customer, improve resource utilization, decrease rework, eliminate redundant work, improve availability, reliability, and security of mission critical UCF IT services, justify the cost of service quality, provide services that meet business, customer and user demands, integrate central processes, learn from previous experiences, and provide demonstrable performance indicators.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0ddb304 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0ddb304\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-abb0807\" data-id=\"abb0807\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d00c72e elementor-widget elementor-widget-text-editor\" data-id=\"d00c72e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The ITSM function aims to promote, achieve, and sustain a large scale adoption of ITSM principles and practices across the University. Goals include:<\/p><ol style=\"line-height: 2\"><li>Providing a unified service management approach with the customer in mind<\/li><li>Providing best practice proven processes that enable UCF IT to function as a single organization with common objectives and standard practices for delivering IT services<\/li><li>Developing and leading a consistent ITSM program (with strategic governance) where all UCF IT staff adhere to ITSM process, policies, standards, and procedures<\/li><li>Leading UCF IT to leverage one service management platform to automate and enable ITSM processes for efficiency and consistency<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3df73c1 elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3df73c1\" data-element_type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-8f2ae4c\" data-id=\"8f2ae4c\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c96650f elementor-widget elementor-widget-text-editor\" data-id=\"c96650f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p class=\"h1 text-inverse text-uppercase font-condensed mb-4\">WHY ITIL?<\/p><p class=\"text-inverse\">The adoption and implementation of the ITIL framework processes are globally proven to improve and sustain a high performing IT organization.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f517187 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f517187\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-101ecec\" data-id=\"101ecec\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f05a422 elementor-widget elementor-widget-text-editor\" data-id=\"f05a422\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>As UCF IT continues to gain momentum, the IT environment will be rapidly changing. In an effort to stay ahead of the curve, the practice of IT service management cannot be overlooked. The adoption, implementation and consistent practice of the ITIL framework has a direct correlation to both IT and enterprise success. Utilizing the best practices across the five core books of ITIL (Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement) ensures UCF IT is properly aligned to deliver and support the IT services agreed upon by the business.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0a42551 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0a42551\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-71c568e\" data-id=\"71c568e\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-51dd0a5 heading-underline elementor-widget elementor-widget-heading\" data-id=\"51dd0a5\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">Current ITIL Processes<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1cdb008 elementor-widget elementor-widget-text-editor\" data-id=\"1cdb008\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Thus far, UCF IT has implemented five \u201ccore\u201d ITIL processes: Incident Management, Service Request Fulfillment, Problem Management, Change Management and Knowledge Management.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-97c063b elementor-widget elementor-widget-accordion\" data-id=\"97c063b\" data-element_type=\"widget\" data-widget_type=\"accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1591\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-1591\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-chevron-circle-right\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-chevron-circle-down\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Incident Management<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1591\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-1591\"><p>This process is designed to manage and assist in restoring service to customers as quickly as possible. The ability to prioritize incidents (something broken, not working or needs repair) according to business impact and urgency allows staff to focus efforts where it matters most.<\/p>\n<p style=\"padding-left: 90px\">\n<\/p><p style=\"padding-left: 90px\"><a style=\"background-color: #ffffff;font-size: 1rem\" href=\"https:\/\/it.ucf.edu\/wp-content\/uploads\/sites\/7\/2022\/01\/UCF-IT-Incident-Management-Policy-Procedure_01_19_22.pdf\" target=\"_blank\" rel=\"noopener\">UCF IT Incident Management Policy and Procedure<\/a><\/p>\n<p style=\"padding-left: 90px\"><a href=\"https:\/\/it.ucf.edu\/wp-content\/uploads\/sites\/7\/2023\/03\/UCF-IT-Outage-Communication-Checklist_Rev_02_23_23.pdf\" target=\"_blank\">UCF IT Outage Communication Checklist<\/a><br><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1592\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-1592\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-chevron-circle-right\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-chevron-circle-down\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Service Request Fulfillment<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1592\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-1592\"><p>The request fulfillment process provides a channel for UCF IT consumers to request and receive active UCF IT services. The process needed to fulfill a service request will vary depending upon what is being requested. The request fulfillment processes and procedures will enable IT staff to monitor and fulfill service requests quickly, consistently and efficiently.<\/p>\n<p style=\"padding-left: 90px\"><a href=\"https:\/\/it.ucf.edu\/wp-content\/uploads\/sites\/7\/2022\/02\/UCF-IT-Service-Request-Fulfillment-Policy-Procedure_02_03_2022.pdf\" target=\"_blank\">UCF IT Service Request Fulfillment Policy and Procedure<\/a><br><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1593\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-1593\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-chevron-circle-right\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-chevron-circle-down\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Problem Management<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1593\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-1593\"><p>Process for managing problem investigations from detection to eradication. Problem Management processes remove defects from the IT infrastructure, eliminate recurring incidents, and stabilize the environment.&nbsp;<\/p>\n<p style=\"padding-left: 90px\"><a href=\"https:\/\/it.ucf.edu\/wp-content\/uploads\/sites\/7\/2022\/01\/UCF-IT-Problem-Management-Policy-Procedure_01_27_2022.pdf\">UCF IT Problem Management Policy and Procedure<\/a><\/p>\n<p style=\"padding-left: 90px\"><a href=\"https:\/\/it.ucf.edu\/wp-content\/uploads\/sites\/7\/2022\/02\/UCF-IT-Problem-Management_Problem-Record-Procedure_02_02_2022.pdf\">UCF IT Problem Management Problem Record Procedure<\/a><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1594\" class=\"elementor-tab-title\" data-tab=\"4\" role=\"button\" aria-controls=\"elementor-tab-content-1594\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-chevron-circle-right\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-chevron-circle-down\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Change Management<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1594\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"region\" aria-labelledby=\"elementor-tab-title-1594\"><p>Process responsible for controlling the lifecycle of all changes, enabling beneficial changes to be made with minimal disruption to IT services. This includes process management and planning capabilities that help increase the speed and consistency in the way changes are implemented while minimizing risk and errors.<\/p><p style=\"padding-left: 90px;\"><a href=\"https:\/\/it.ucf.edu\/wp-content\/uploads\/sites\/7\/2022\/01\/UCF-IT-Change-Management-Policy-Procedure_Excluding-Standard-Change-Process_Rev_01_18_2022.pdf\">UCF IT Change Management Policy and Procedure<\/a><\/p><p style=\"padding-left: 90px;\"><a style=\"font-size: 1rem; background-color: #ffffff;\" href=\"https:\/\/it.ucf.edu\/wp-content\/uploads\/sites\/7\/2022\/01\/UCF-IT-Change-Management_Change-Record-Procedure_Excluding-Standard-Change-Process_Rev_01_18_2022.pdf\" target=\"_blank\" rel=\"noopener\">UCF IT Change Management Change Record Procedure<\/a><\/p><p style=\"padding-left: 90px;\"><a href=\"https:\/\/it.ucf.edu\/wp-content\/uploads\/sites\/7\/2023\/04\/UCF-IT-ECAB-Operating-Procedures_Rev_03_17_2023.pdf\" target=\"_blank\" rel=\"noopener\" data-wplink-edit=\"true\">UCF IT ECAB Operating Procedures<\/a><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1595\" class=\"elementor-tab-title\" data-tab=\"5\" role=\"button\" aria-controls=\"elementor-tab-content-1595\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-chevron-circle-right\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-chevron-circle-down\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Knowledge Management<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1595\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"5\" role=\"region\" aria-labelledby=\"elementor-tab-title-1595\"><p>Process responsible for sharing perspectives, ideas, experience and information, and for ensuring that these are available in the right place and at the right time. The Knowledge Management process enables informed decisions, and improves efficiency by reducing the need to rediscover knowledge.<\/p><p style=\"padding-left: 90px\"><a href=\"https:\/\/it.ucf.edu\/wp-content\/uploads\/sites\/7\/2019\/06\/UCF-IT-Knowledge-Management-Policy-and-Procedure.pdf\">UCF IT Knowledge Management Policy and Procedure<\/a><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ca3ea45 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"ca3ea45\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-dde0100\" data-id=\"dde0100\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2fa6407 heading-underline elementor-widget elementor-widget-heading\" data-id=\"2fa6407\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Follow Our Progress\n<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-86f5a06 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"86f5a06\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-63fd7e3\" data-id=\"63fd7e3\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d10fbfa elementor-position-inline-start link elementor-view-default elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"d10fbfa\" data-element_type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<a href=\"https:\/\/it.ucf.edu\/wp-content\/uploads\/sites\/7\/2022\/10\/ServiceNow-Roadmap_Rev38.pdf\" target=\"_blank\" aria-label=\"Open document\" class=\"elementor-icon\" tabindex=\"-1\" aria-label=\"Roadmap\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-external-link-square-alt\"><\/i>\t\t\t\t<\/a>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h6 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<a href=\"https:\/\/it.ucf.edu\/wp-content\/uploads\/sites\/7\/2022\/10\/ServiceNow-Roadmap_Rev38.pdf\" target=\"_blank\" aria-label=\"Open document\" >\n\t\t\t\t\t\t\tRoadmap\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f59003f elementor-widget elementor-widget-text-editor\" data-id=\"f59003f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>Major Incident Process<\/li><li>Monitoring and Event Management<\/li><li>Standard Change Process<\/li><li>IT Asset and Service Configuration Management \u2013 Phase 1<\/li><li>Service Catalog Management<\/li><li>Measuring ITSM \u2013 Balanced Scorecard<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-3a9ce18\" data-id=\"3a9ce18\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-40ad845 elementor-widget elementor-widget-heading\" data-id=\"40ad845\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">FUTURE<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-314e21f\" data-id=\"314e21f\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-0082bd8 elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0082bd8\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-eaa6873\" data-id=\"eaa6873\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-ebf8380\" data-id=\"ebf8380\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2a3ea5f elementor-widget elementor-widget-heading\" data-id=\"2a3ea5f\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">APR 2020<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-184caa5\" data-id=\"184caa5\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-bd9385c elementor-position-inline-start link elementor-view-default elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"bd9385c\" data-element_type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<a href=\"https:\/\/it.ucf.edu\/wp-content\/uploads\/sites\/7\/2019\/06\/it-mission-1.png\" target=\"_blank\" aria-label=\"Open document\" class=\"elementor-icon\" tabindex=\"-1\" aria-label=\"Service Request Fulfillment\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-external-link-square-alt\"><\/i>\t\t\t\t<\/a>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h6 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<a href=\"https:\/\/it.ucf.edu\/wp-content\/uploads\/sites\/7\/2019\/06\/it-mission-1.png\" target=\"_blank\" aria-label=\"Open document\" >\n\t\t\t\t\t\t\tService Request Fulfillment\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-074cb0b elementor-widget elementor-widget-text-editor\" data-id=\"074cb0b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>Service Level Targets for Service Requests<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-15e17d7 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"15e17d7\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-86b1ac8\" data-id=\"86b1ac8\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6e74be5 elementor-position-inline-start link elementor-view-default elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"6e74be5\" data-element_type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<a href=\"https:\/\/it.ucf.edu\/wp-content\/uploads\/sites\/7\/2019\/06\/pm-2-1.png\" target=\"_blank\" aria-label=\"Open document\" class=\"elementor-icon\" tabindex=\"-1\" aria-label=\"Problem Management - Phase 2\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-external-link-square-alt\"><\/i>\t\t\t\t<\/a>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h6 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<a href=\"https:\/\/it.ucf.edu\/wp-content\/uploads\/sites\/7\/2019\/06\/pm-2-1.png\" target=\"_blank\" aria-label=\"Open document\" >\n\t\t\t\t\t\t\tProblem Management - Phase 2\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2400fd7 elementor-widget elementor-widget-text-editor\" data-id=\"2400fd7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>UCF IT team adoption &#8211; PSTECH and Support Center &#8211; Tier 2 (final teams to adopt)<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-129a446\" data-id=\"129a446\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-013bedc elementor-widget elementor-widget-heading\" data-id=\"013bedc\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">APR 2019<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-c00306e\" data-id=\"c00306e\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-2932677 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2932677\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-da7dd78\" data-id=\"da7dd78\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-819f14e\" data-id=\"819f14e\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f10412a elementor-widget elementor-widget-heading\" data-id=\"f10412a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">OCT 2018<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-3a15779\" data-id=\"3a15779\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-eaf1c31 elementor-position-inline-start link elementor-view-default elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"eaf1c31\" data-element_type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<a href=\"https:\/\/it.ucf.edu\/wp-content\/uploads\/sites\/7\/2019\/06\/it-mission-1.png\" target=\"_blank\" aria-label=\"Open document\" class=\"elementor-icon\" tabindex=\"-1\" aria-label=\"Service Request Fulfillment\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-external-link-square-alt\"><\/i>\t\t\t\t<\/a>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h6 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<a href=\"https:\/\/it.ucf.edu\/wp-content\/uploads\/sites\/7\/2019\/06\/it-mission-1.png\" target=\"_blank\" aria-label=\"Open document\" >\n\t\t\t\t\t\t\tService Request Fulfillment\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9b6052f elementor-widget elementor-widget-text-editor\" data-id=\"9b6052f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>Official Policy and Procedure<\/li><li>UCF IT team adoption &#8211; All UCF IT teams<\/li><li>Stopping the clock functionality and begin base lining of average time to fulfillment ( SLAs\/OLAs)<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-d0ace21 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d0ace21\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-00281ac\" data-id=\"00281ac\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a061c6c elementor-widget elementor-widget-text-editor\" data-id=\"a061c6c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h6 style=\"text-align: left\">Knowledge Management &#8211; Phase 2<\/h6><ul><li style=\"list-style-type: none\"><ul><li>Webcourse Training<\/li><li>Continual Process Improvement<\/li><li>Knowledge article imports to ServiceNow<\/li><\/ul><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-0a44230\" data-id=\"0a44230\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d87893b elementor-widget elementor-widget-heading\" data-id=\"d87893b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">SEPT 2018<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-245351c\" data-id=\"245351c\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-be2cb08 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"be2cb08\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-58d8f38\" data-id=\"58d8f38\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-d715126\" data-id=\"d715126\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a69b222 elementor-widget elementor-widget-heading\" data-id=\"a69b222\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">MAY 2018<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-687f9fc\" data-id=\"687f9fc\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-29733d2 elementor-position-inline-start link elementor-view-default elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"29733d2\" data-element_type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<a href=\"https:\/\/it.ucf.edu\/wp-content\/uploads\/sites\/7\/2019\/06\/pm-2-1.png\" target=\"_blank\" aria-label=\"Open document\" class=\"elementor-icon\" tabindex=\"-1\" aria-label=\"Problem Management\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-external-link-square-alt\"><\/i>\t\t\t\t<\/a>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h6 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<a href=\"https:\/\/it.ucf.edu\/wp-content\/uploads\/sites\/7\/2019\/06\/pm-2-1.png\" target=\"_blank\" aria-label=\"Open document\" >\n\t\t\t\t\t\t\tProblem Management\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a77eaa6 elementor-widget elementor-widget-text-editor\" data-id=\"a77eaa6\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>Official Policy and Procedure<\/li><li>UCF IT team adoption &#8211; Network and Infrastructure<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-8f3117e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"8f3117e\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-5ce05cc\" data-id=\"5ce05cc\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-65bf839 elementor-widget elementor-widget-text-editor\" data-id=\"65bf839\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h6 style=\"text-align: left\">Change Management &#8211; Phase 1<\/h6>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a436cef elementor-position-inline-start link elementor-view-default elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"a436cef\" data-element_type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<a href=\"https:\/\/it.ucf.edu\/wp-content\/uploads\/sites\/7\/2019\/06\/imi-2-1.png\" target=\"_blank\" aria-label=\"Open document\" class=\"elementor-icon\" tabindex=\"-1\" aria-label=\"Incident Management\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-external-link-square-alt\"><\/i>\t\t\t\t<\/a>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h6 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<a href=\"https:\/\/it.ucf.edu\/wp-content\/uploads\/sites\/7\/2019\/06\/imi-2-1.png\" target=\"_blank\" aria-label=\"Open document\" >\n\t\t\t\t\t\t\tIncident Management\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b8e799d elementor-widget elementor-widget-text-editor\" data-id=\"b8e799d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h6 style=\"text-align: left\">Knowledge Management &#8211; Phase 1<\/h6>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-df8ae7a\" data-id=\"df8ae7a\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3221278 elementor-widget elementor-widget-heading\" data-id=\"3221278\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">2016 - 2017<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-94aa6e8\" data-id=\"94aa6e8\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2fb306c elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2fb306c\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-e2a5413\" data-id=\"e2a5413\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4b230d0 heading-underline elementor-widget elementor-widget-heading\" data-id=\"4b230d0\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">ITSM Governance<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4cf14c9 elementor-widget elementor-widget-text-editor\" data-id=\"4cf14c9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The ITSM Governance Committee was founded to evaluate, direct and monitor the IT service management program and IT service management supporting technology (ServiceNow).<\/p><p>To ensure stakeholders\u2019 needs are addressed, the committee uses a continual improvement model that validates and prioritizes the ITSM\/ServiceNow demand against the enterprise objectives. The governance model accounts for all stakeholders (within and outside UCF IT) and helps strategically align the demand based on the needs of the business.<\/p><p>The committee meets once a month to discuss and evaluate both ITSM and ServiceNow initiatives. The governing body consists of both UCF IT and Non-UCF IT members. For more information about this committee, please contact <a href=\"mailto:scott.baron@ucf.edu\">Scott Baron<\/a>, ITSM Governance Committee Chair.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"WHAT IS ITSM AND ITIL? IT Service Management (ITSM) is a discipline that focuses on implementing and managing quality IT services that meet the needs of the University. In order to effectively and efficiently implement and manage quality IT service delivery, ITSM aims to adopt and implement the ITIL (Information Technology Infrastructure Library) framework. The&hellip;","protected":false},"author":32,"featured_media":0,"parent":16,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-9630","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>IT Service Management - UCF IT<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"IT Service Management - UCF IT\" \/>\n<meta property=\"og:description\" content=\"WHAT IS ITSM AND ITIL? IT Service Management (ITSM) is a discipline that focuses on implementing and managing quality IT services that meet the needs of the University. In order to effectively and efficiently implement and manage quality IT service delivery, ITSM aims to adopt and implement the ITIL (Information Technology Infrastructure Library) framework. The&hellip;\" \/>\n<meta property=\"og:url\" content=\"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/our-organization\/it-service-management\/\" \/>\n<meta property=\"og:site_name\" content=\"UCF IT\" \/>\n<meta property=\"article:modified_time\" content=\"2025-05-27T15:14:01+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/our-organization\/it-service-management\/\",\"url\":\"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/our-organization\/it-service-management\/\",\"name\":\"IT Service Management - UCF IT\",\"isPartOf\":{\"@id\":\"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/#website\"},\"datePublished\":\"2019-06-28T16:45:28+00:00\",\"dateModified\":\"2025-05-27T15:14:01+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/our-organization\/it-service-management\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/our-organization\/it-service-management\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/our-organization\/it-service-management\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Our Organization\",\"item\":\"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/our-organization\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"IT Service Management\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/#website\",\"url\":\"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/\",\"name\":\"UCF IT\",\"description\":\"Technology Services\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"IT Service Management - UCF IT","robots":{"index":"noindex","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"og_locale":"en_US","og_type":"article","og_title":"IT Service Management - UCF IT","og_description":"WHAT IS ITSM AND ITIL? IT Service Management (ITSM) is a discipline that focuses on implementing and managing quality IT services that meet the needs of the University. In order to effectively and efficiently implement and manage quality IT service delivery, ITSM aims to adopt and implement the ITIL (Information Technology Infrastructure Library) framework. The&hellip;","og_url":"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/our-organization\/it-service-management\/","og_site_name":"UCF IT","article_modified_time":"2025-05-27T15:14:01+00:00","twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/our-organization\/it-service-management\/","url":"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/our-organization\/it-service-management\/","name":"IT Service Management - UCF IT","isPartOf":{"@id":"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/#website"},"datePublished":"2019-06-28T16:45:28+00:00","dateModified":"2025-05-27T15:14:01+00:00","breadcrumb":{"@id":"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/our-organization\/it-service-management\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/our-organization\/it-service-management\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/our-organization\/it-service-management\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/"},{"@type":"ListItem","position":2,"name":"Our Organization","item":"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/our-organization\/"},{"@type":"ListItem","position":3,"name":"IT Service Management"}]},{"@type":"WebSite","@id":"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/#website","url":"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/","name":"UCF IT","description":"Technology Services","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"}]}},"_links":{"self":[{"href":"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/wp-json\/wp\/v2\/pages\/9630","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/wp-json\/wp\/v2\/users\/32"}],"replies":[{"embeddable":true,"href":"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/wp-json\/wp\/v2\/comments?post=9630"}],"version-history":[{"count":178,"href":"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/wp-json\/wp\/v2\/pages\/9630\/revisions"}],"predecessor-version":[{"id":19775,"href":"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/wp-json\/wp\/v2\/pages\/9630\/revisions\/19775"}],"up":[{"embeddable":true,"href":"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/wp-json\/wp\/v2\/pages\/16"}],"wp:attachment":[{"href":"https:\/\/ucfitcms.smca.ucf.edu\/ucfit-archive\/wp-json\/wp\/v2\/media?parent=9630"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}