IT Service Management Program
The IT Service Management Office, a part of Purdue IT's End User Experience area, helps Purdue University meet its strategic goals through aligning IT with business needs, based on the ITIL® framework. We focus on defining and implementing standard processes for IT services, with an emphasis on continual improvement for IT providers, faculty, staff, and students.
Common Requests
- How to request to add or remove technician from TeamDynamix
- Service Offering / Create New
- Service Offering / Details Update
Resources
Incident Management
- Quick Reference Guide
- Self Help
- Practice Document
- Reporting Tools
- IT Service Quality / Incident Overview
- Purdue IT Employee Performance / Incident Overview
- Purdue IT Operational Dashboards / Ticket Monitoring for Managers
- Incidents tab: Service Level Target status for open incidents with filters for manager, team, agent, and priority.
- Survey Responses tab: Survey response rate and customer satisfaction scores with filters for manager, team, agent, and date range.
Service Request Management
- Quick Reference Guide
- Reporting Tools
- IT Service Quality / Service Request Overview:
- Purdue IT Employee Performance / Service Request Overview
- Purdue IT Operational Dashboards / Ticket Monitoring for Managers:
- Service Requests tab: Service Level Target status for open service requests with filters for manager, team, agent, and priority.
- Survey Responses tab: Survey response rate and customer satisfaction scores with filters for manager, team, agent, and date range.
- Schedule Date Errors tab: Open or closed service requests with incorrectly set “Schedule Date” with filters for manager, team, and agent.
- Purdue IT Operational Dashboards / GoldAnswers Use
Change Management
- Purdue IT production environment changes (e.g., enterprise, security) must follow the University's IT Change Enablement process. This process can be found here: Change Enablement.
- Purdue IT Period of Heightened Awareness