IT Service Management - IT Service Management Support Team

The IT Service Management Team is a group of business analysts and developers within the Office of Information Technology, and is part of the OIT Application Development group. The team provides day-to-day support of ServiceNow, including third-level escalation of incidents from the Help Desk and the analysis, development, and testing of modifications or enhancements to the functionality of ServiceNow. In addition, the team supports the technical maintenance of the tool, such as installing patches and upgrading the ServiceNow software.

The team uses a disciplined software development lifecycle (SDLC) approach to ensure changes to the system meet defined requirements, are well-designed, thoroughly tested, and of high quality. The SDLC includes creating functional designs to document user requirements, technical designs to document specific changes to the system, test plans, code reviews, and the migration of tested and approved changes into the production environment. Changes are introduced using a two-week release cycle, with accompanying release notes to document the changes.

At all times the team works closely with the IT Service Coordination group and the ITSM process owners to help define the scope and prioritization of work, and establish best practices. The team serves primarily as a technical resource, and receives work either as enhancement requests from the ITSM process owners or as incidents assigned to them by the Help Desk for day-to-day support issues.

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