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Service Management

Service Management is part of the Governance Services Set.

What is it

Liaison and relationship management with customer groups, faculty IT directorates and any consumers of IT services to manage, negotiate, define, measure and report on SLAs and performance statistics.

What is included

Technology:

Rightnow SRM

Nagios event management tool

J meter and J probe testing system

UNE promote [release] tool

Charting and reporting tool

Activities:

  • Capacity management
  • Change management
  • Incident management
  • Problem management
  • Release management
  • Financial management for IT
  • Access management
  • Service Level Management

How is it charged

Unit Type (primary cost driver) Unit Rate

 

Centrally funded

How cost can be
influenced/IT Initiatives

  • Utilise existing ITD processes to manage service delivery.

Service Conditions, Support,
and Availability

  • Business Hours Support