Profile

CommunityPlatform_1350x900.jpg

Vikki Massey

Edit My Profile

My Content

1 to 11 of 11 total

RE: Request for recommendation - documentation/video on how service management practices relate to each other

Posted By Vikki Massey 04-25-2024 03:55:12 PM
Found In Egroup: IT Service Management \ view thread
I would appreciate you sharing your presentation with me as well. Thank you in advance. Need IT services, support, or answers? Visit UTHSC TechConnect. Vikki Vikki M. Massey Associate Vice Chancellor for Information Technology and IT Chief of Staff The University of Tennessee ...

RE: Major Incidents and Problem Management

Posted By Vikki Massey 12-12-2022 12:02:57 PM
Found In Egroup: IT Service Management \ view thread
We are planning on implementing problem management in our ITSM tool next year, and it will be a separate classification from major incident. Major incident usually indicates for us that there are multiple related incident tickets and gives us the ability to more easily propagate updates and ticket closeout ...

Hardware refresh

Posted By Vikki Massey 12-01-2022 10:08:00 AM
Found In Egroup: CIO \ view thread
Dear colleagues, Our campus is investigating a centralized hardware refresh. I'd like to know what others are doing in terms of the following: What hardware do you cover in your refresh (endpoint computers, printers, etc.)?What is your refresh rate (ex., replace every four years, etc.)?How do you ...

RE: Team Dynamix PPM setup

Posted By Vikki Massey 08-15-2022 07:25:23 AM
Found In Egroup: Project Management \ view thread
Kevin, We are at the same stage as you. I would love to know how others are ensuring the project resources in a TDX project are being notified of the assignments. My hope had been that they would receive an email notification, similar to what you get for incidents, service requests, change requests, ...

RE: Template for ITSM Practice Documents?

Posted By Vikki Massey 04-29-2022 06:33:00 AM
Found In Egroup: IT Service Management \ view thread
JJ, We have a similar document that we, too, are using to define each of our ITSM practices. In addition to the fields you include, we also have included sections to outline current major gaps, a simple roadmap to fill those gaps, and some critical success factors and matching KPIs. See attached ...

Template for ITSM Practice Documents? Attachments

Posted By Vikki Massey 04-29-2022 06:32:46 AM
Found In Library: IT Service Management (ITSM)

Tracking of vendor time on campus

Posted By Vikki Massey 03-14-2022 01:29:38 PM
Found In Egroup: CIO \ view thread
Everyone, We are looking to increase our oversight of outside vendors who do facilities-related work on our campus. It is a cost and accountability thing: We want to make sure contractors are here and working for the time for which we are billed. I'd appreciate anyone sharing solutions you have in ...

Canceled: [Ext] ITSM : ITAM ZOOM Call

Posted By Vikki Massey 12-01-2021 08:59:59 AM
Found In Egroup: IT Service Management \ view thread
_____________________________________________ From: Chrissie Kenny via EDUCAUSE Connect Sent: Tuesday, November 30, 2021 12:49 PM To: Massey, Vikki Subject: [Ext] ITSM : ITAM ZOOM Call Hello ! I received many responses expressing interest in a zoom call to talk about ITAM. As we all know, ...

RE: ITAM ZOOM Call

Posted By Vikki Massey 11-30-2021 01:08:31 PM
Found In Egroup: IT Service Management \ view thread
Community, My apologies. I sent out a meeting invitation by mistake (really meant to send it just to myself). I have canceled it. Thx, Vikki Need IT services, support, or answers? Visit UTHSC TechConnect. Vikki M. Massey Assistant Vice Chancellor for Information Technology and Deputy ...

[Ext] ITSM : ITAM ZOOM Call

Posted By Vikki Massey 11-30-2021 01:05:32 PM
Found In Egroup: IT Service Management \ view thread
_____________________________________________ From: Chrissie Kenny via EDUCAUSE Connect Sent: Tuesday, November 30, 2021 12:49 PM To: Massey, Vikki Subject: [Ext] ITSM : ITAM ZOOM Call Hello ! I received many responses expressing interest in a zoom call to talk about ITAM. As we all know, ...

RE: IT Documentation

Posted By Vikki Massey 10-28-2021 07:21:17 AM
Found In Egroup: CIO \ view thread
We do the same here at UTHSC. We have two trained business analysts who ride shotgun on projects where it would be helpful to assist with requirements discovery, create process maps for current and desired future states, and assist with testing. One of our BAs also is performing similar duties within ...