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Tammy Osborne

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ITSM Governance Process

Posted By Tammy Osborne 04-09-2024 07:32:00 AM
Found In Egroup: IT Service Management \ view thread
Hi Everyone, Vanderbilt is transitioning to a new ITSM tool this year and in the meantime, we are conducting workshops to evaluate how we can improve on our processes. While we've had ITSM governance in the past, we have not been active with it for several years and do not have a documented process ...

TDX/Ivanti and CMDB

Posted By Tammy Osborne 01-17-2024 12:32:00 PM
Found In Egroup: IT Service Management \ view thread
Hi Everyone, We have been using Cherwell since 2016 and are planning to move to Team Dynamix or Ivanti this year. We've had demos with them both already. We really like TDX but have concerns with their lack of a discovery tool (Sassafrass being more of an asset mgmt tool). We have a CMDB currently ...

RE: Standard Changes

Posted By Tammy Osborne 05-19-2023 09:07:39 AM
Found In Egroup: IT Service Management \ view thread
Anthony, Thanks for the feedback. What kind of guidelines does your CAB have that guide what proposed standard change templates get approved or not? Thanks, Tammy

RE: Standard Changes

Posted By Tammy Osborne 05-19-2023 06:51:30 AM
Found In Egroup: IT Service Management \ view thread
Thank you for the feedback. Tammy

Standard Changes

Posted By Tammy Osborne 05-18-2023 08:44:00 AM
Found In Egroup: IT Service Management \ view thread
Hi Everyone, Vanderbilt University is moving to a new ITSM tool and we will be re-evaluating all of our ITSM policies and procedures before doing so (we've been on our current tool since 2016). Our standard (pre-approved) change process now states that a standard change must be non-impacting (no downtime) ...

RE: Technical Change Management for SaaS and Cloud services?

Posted By Tammy Osborne 02-20-2023 08:39:14 AM
Found In Egroup: IT Service Management \ view thread
We create Informational Change tickets for vendor cloud changes, mainly for communication and to capture details around what the change is for and any impact users may see. This does not go through any type of CAB review (we just raise them for awareness) ,and we don't count them in our monthly change ...

RE: Major Incidents and Problem Management

Posted By Tammy Osborne 12-13-2022 06:14:02 AM
Found In Egroup: IT Service Management \ view thread
Thank you, Katie!

RE: Major Incidents and Problem Management

Posted By Tammy Osborne 12-13-2022 06:06:28 AM
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Mark, do you all open a problem record for each major incident? If not, what is the threshold? Thanks! Tammy

RE: Major Incidents and Problem Management

Posted By Tammy Osborne 12-12-2022 12:37:22 PM
Found In Egroup: IT Service Management \ view thread
Thank you, Angela. When you have a resolved Major Incident that has an easily identifiable root cause (such as hardware failure), do you still open a Problem ticket for it? Tammy Get Outlook for iOS

Major Incidents and Problem Management

Posted By Tammy Osborne 12-12-2022 09:05:00 AM
Found In Egroup: IT Service Management \ view thread
Hi Everyone, Vanderbilt University is ITIL certified and use ITIL to guide our ITSM processes. A few months ago we demo'd a handful of ITSM tool vendors and found at least 3 of them seemed to be demonstrating what we would call major incidents as a Problem. I've found no information online explaining ...

RE: ITIL training recommendations?

Posted By Tammy Osborne 12-06-2022 11:37:23 AM
Found In Egroup: IT Service Management \ view thread
Hi Nate, We at Vanderbilt University used Beyond 20 a few years ago (right after ITIL 4 came out) and were very pleased with the training we received. We had a few classes in person before Covid and then had a couple virtually after Covid. We had over 100 attendees and overall they reported positive ...

RE: Change Control/Management

Posted By Tammy Osborne 03-29-2022 10:30:02 AM
Found In Egroup: IT Service Management \ view thread
Change Management Process (vanderbilt.edu) Tammy Osborne Change Manager, VUIT ITSM Information Technology | Vanderbilt University 615-875-7414 | tammy.osborne@vanderbilt.edu| https://it.vanderbilt.edu/