UCISA learnt, via the Top Concerns Survey, that many institutions are interested in ITIL, and established an ITIL for the HE Community Project Steering Group to see how ITIL might be made more HE friendly. The resources resulting from the Group’s work are available here and we hope they will prove useful as institutions look to the ITIL framework to review and improve their service management processes.
Thanks to funding from JISC, and the voluntary work of the Steering Group, we have been able to employ a consultant to visit those institutions who are already progressing ITIL implementations, to produce case studies based on those interviews, and to provide us with ITIL materials for the sector’s priority areas in bite sized, user friendly chunks.
This work is intended to assist both those of us who are new to ITIL and those who have already embarked upon ITIL implementations. It comprises a number of introductory documents; 13 case studies; a report on a couple of Service Catalogue workshops; a series of readiness assessments; the Service Operation toolkit and the Service Transition toolkit to date (we did not have sufficient funds to cover the whole of that ITIL module).