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SERVICE MANAGEMENT
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SERVICE MANAGEMENT TOOLKIT
Delivering a well-planned and executed service will allow you to provide the
best possible value to your customer.
Each of these components represents key foundational building blocks of
developing a service.
SERVICE FUNDAMENTALS
Start by focusing on key service fundamentals.
* Is this a new service or an improvement to an existing service?
* Who will use this service (e.g., students, faculty, staff)?
* Who are my key stakeholders (e.g., business owner, service owner, service
manager, technical operations owner)?
* When is my target release date?
Learn more about service fundamentals
SECURITY AND COMPLIANCE
Take reasonable actions to help your service and its underlying technology
remain secure and compliant throughout the service lifecycle.
* Complete a Data Risk Assessment Pre-screening.
* Complete a Data Risk Assessment if your service intends to collect or
store High Risk Data.
* Ensure your service meets Stanford's minimum security standards.
Secure your service
UNIVERSITY IT VENDOR MANAGEMENT
Work with the Vendor Management team to negotiate favorable terms if your
service will rely on a third-party vendor.
* Engage the UIT Vendor Management team for assistance early on.
* Be sure to document:
* Contracted start and stop dates
* License type (e.g., fixed rate, by user, by transaction, by node)
* The strategy you'll use for managing software licensing agreements and
compliance.
Learn more about vendor management
ORDERING, PROVISIONING, AND BILLING
Determine if and/or how much you will charge for your service and how people
will order or request it.
* Submit a request to the UIT Finance team for help costing your service.
* Develop a rate for your service and publish it on the UIT website.
* If your service is billable:
* Request a support from Revenue Operations.
* Develop an item code if your service will be ordered through OrderIT.
* Create an order form.
* If your service is non-billable, create a request form.
Order, provision, and bill
COMMUNICATIONS AND CAMPUS READINESS
Inform and prepare people for the changes that will impact them.
* Review the Communications and Identity Toolkit.
* Engage the UIT Communications team for full-service support developing both
broad and targeted communications.
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plan.
* Notify affected healthcare communities notified through their channels.
* Schedule to present at an SSP meeting.
* Develop an initial and ongoing training strategy.
* Contact the Technology Training team if you need help.
Learn more about communications
SERVICE SUPPORT AND MAINTENANCE
Construct a well-informed support plan that includes a disaster recovery
component.
* Establish your service in the Configuration Management Database to manage
incidents and change requests.
* Establish a plan for Change Management.
* Create a plan for Business Continuity and Disaster Recovery.
* Determine the Service Criticality Level for your service.
* Create on-call and emergency response instructions.
* Establish and support Problem Management for your service.
* Ensure support staff is trained.
* Grant them relevant system access levels.
* Publish internal and public-facing knowledge articles.
* Establish Service Metrics and KPIs to track service performance.
Support and maintain your service
DIGITAL ACCESSIBILITY
Regularly address the accessibility of electronic content on websites and
electronic documents.
* Request an accessibility evaluation.
* Explore step-by-step guides to improve the accessibility of your electronic
documents.
* Visit accessibility testing resources to review automated testing tools and
manual evaluation techniques.
* See Office of Digital Accessibility office hours.
Make your service accessible
USER EXPERIENCE
Prevent usability issues and increased support tickets with a good UX design.
Reach out to the following teams for assistance:
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* UIT Communications Request Form
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