Applied industry standards (Information Technology Infrastructure Library (ITIL) framework and project management) to: track and plan IT projects, streamline intake of new, modification, and retirement service requests across multi-unit supported services between DLT and I-Tech, build and continually improve a system for data tracking of service requests and changes and organize work by alignment to strategic goals or tactical action items, develop and continually improve IT service request process to include vetting IT request, recording request details, evaluation of request, authorization of request, prioritization of request for planning, build, testing, implementation, status of work progress, and reporting to IT management and stakeholders, and engage in meaningful communication within IT service teams and with stakeholders.
Measures: Tracking and assessing time from vetting to implementation, customer satisfaction surveying to measure communication, timeframes, confidence levels, incident tracking to measure effectiveness of change management processes, and continual service improvement assessments of process for data tracking and methodology.
- Mairead Martin, Leader
- Dace Freivalds, Member
- Andrea Harrington, Member
- Linda Klimczyk, Member