Information Technology Services – Fred Miller, Chief Information Officer
Last Revised: 02/25/15
Title: IT Service Lifecycle Policy
Applicable: Furman University (Staff and Faculty)
Contacts: IT Service Center ext. 3277
Background: Furman Information Technology Services (ITS)
manages technology services in order for members of the University community to
achieve their teaching, learning, research, and administration goals. The role
of ITS is defined in University Policy 071.1 Information Technology
Services. University Policy 071.0 Chief Information Officer assigns
the CIO responsibility for overseeing and directing all ITS functions. University
Policy 071.11 Organizational Security and Data Classification requires
ITS management to maintain a service
catalog listing each university information service and
identifying the University Vice President responsible for each information
service. The IT Service Lifecycle model (a.k.a. ITIL
Service Lifecycle) is a framework for designing, operating, and
improving IT services.
Policy: Furman University ITS will maintain an IT
Service Catalog and use the IT Service Lifecycle model to deliver effective and
efficient IT Services. The CIO will establish processes and functions for
ensuring ITS follows service management best practices.
The Chief Information Officer is responsible for
developing an information technology strategic plan that aligns with the
University’s strategic plan. The CIO directs ITS staff to deliver IT services
and projects needed to fulfill the goals of the IT strategic plan.
The strategy for any new service, or service
change, that impacts a large segment of the campus community, has high cost, or
high risk, must be documented with a project charter approved by the CIO and
the appropriate University Vice President. A project charter must document why
the new service or change is needed, what the service needs to accomplish,
timing, costs, constraints, and risks. An approved ITS
Contract Review Form may function as a project charter.
The approved project charter outlining the
desired service strategy will be assigned to an ITS project leader. The ITS
project leader is responsible for designing the systems and processes needed to
deliver the service. The service design should address: service level,
resources, security, capacity, availability, eligibility, continuity
management, supplier(s), and costs. The service deliverables and service design
constraints will be documented in a proposed new, or changed, service catalog
Before a new or changed service is put into
operation, ITS will follow an appropriate service transition process to ensure
the new or modified service meets the expectations of the University as documented
in the service strategy and service design. The ITS
Change Management Policy documents processes and approvals needed before a
new or changed service goes into operation or is retired.
ITS staff are encouraged to continually look to
improve service operations. Formal post-implementation reviews will be
periodically scheduled to review IT services. These reviews should be conducted
within one year of a new or changed service going into operation, or, for
services involving an external supplier, before contract renewal.
The CIO will work with the ITS Directors to
ensure appropriate opportunities for ITS staff members to learn IT service
management best practices.