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We use Ivanti Service Manager / Neurons for ITSM , but it comes down quite to the same for the Knowledge Base. We aligned the KB article categories to the service catalog categories and the article topics to the the matching service names (both more or less corresponding to the Educause model ones). ...

Mitch, I loved how you could break that down to two simple options. I'm currently planning for a "proposed team" feature tied to the incident categorization in our ITSM Tool (Ivanti Neurons for ITSM) - so that could be seen as 2. routing based on category. I am still working on convincing the management ...

I am currently revising our Service Design Package. The requirement of the Service Desk and Second Level Support is to be able to easily see for each service when a related incident should be escalated to which team. We already have a generic "Support Level" definition (something like: Tier 0 - Self ...

Thank you very much for all your inputs! Especially also to Mallory. We've adopted the ECAR Model, too. Though I still struggle how to link/integrate that with IT architecture (services on "strategy level" VS ?platforms/products/..? and below, as seen from a more technical viewpoint)... - ...

Hello everyone, I hope this message finds you well. I am Service Catalog Manager at the University of Basel. One of the areas we are exploring is the logical architecture of services, from business services down to individual components. I'm interested in understanding how other higher education ...

Thank you for all inputs and insights! ------------------------------ Remo Wasmer Supporter | Service Catalog Manager University of Basel ------------------------------

Our university has a classical service catalog - basically in structure and management principles maybe not so far away from the Educase recommendations. However, I have recently been struggling more and more with the integration of cloud "solutions" (services? software? platforms?), which our institution ...