IT Service Management at NAU
The IT service offerings at NAU defined below are aligned with current ITIL foundations. This structure helps align our core mission to provide innovative technology applications that advance teaching, learning, discovery, performance on a foundation of excellent service to everyone in the Lumberjack community.
Incidents can include reported failures or degradation of services. The Incident Management process is the ability to respond to an incident and restore the level of service as quickly as possible.
A problem is the unknown cause of one or more incidents. The Problem Management process manages the lifecycle of all problems.
The Change Management process manages any change made to the production environment from inception to completion, minimizing risk and disruption to services.
Knowledge Management provides efficiency by reducing the need to rediscover knowledge. The process manages data and information, ensuring it is available, reliable, re-usable, and secure.
Request fulfillment is the process to manage all types of requests made by end users. Requests may include such things as answering questions, arranging for equipment relocation, and supplies, etc.
ITSM & ITIL training opportunities
Free courses are available through Lynda.com. Search “ITSM” and “ITIL” for the current offerings.
Know the rules
All NAU employees and students should read and be familiar with the Appropriate Use of IT Resources policy.