{"id":4471,"date":"2019-01-29T22:38:46","date_gmt":"2019-01-29T22:38:46","guid":{"rendered":"https:\/\/in.nau.edu\/its\/?page_id=4471"},"modified":"2023-03-28T07:18:48","modified_gmt":"2023-03-28T14:18:48","slug":"itsm","status":"publish","type":"page","link":"https:\/\/in.nau.edu\/its\/itsm\/","title":{"rendered":"IT Service Management"},"content":{"rendered":"<h1>IT Service Management at NAU<\/h1>\n<hr role=\"separator\" class=\"hr--transparent hr--transparent-15px not-in-view\">\n<div class=\"eplus-bg-color-row bg-color-dark-blue\"><div class=\"eplus-bg-color-row-content\">\n<p>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, and performance on a foundation of excellent service to everyone in the Lumberjack community.<\/p>\n<\/div><\/div>\n<!-- shortcode-accordion -->\n<div class=\"shortcode-accordion shortcode-accordion--closed\" style=\"position: relative;\" >\n        <h4 class=\"shortcode-accordion__header\">\n        <button type=\"button\" class=\"shortcode-accordion__trigger\" data-header=\"Incident Management_0\" id=\"shortcode-accordion-1-trigger\" aria-expanded=\"false\" aria-controls=\"shortcode-accordion-1-panel\">\n            Incident Management\n            <span class=\"shortcode-accordion__header__arrow\" aria-hidden=\"true\"><\/span>\n        <\/button>\n    <\/h4>\n    <div class=\"shortcode-accordion__body\" id=\"shortcode-accordion-1-panel\" role=\"region\" aria-labelledby=\"shortcode-accordion-1-trigger\" inert>\n        <!DOCTYPE html PUBLIC \"-\/\/W3C\/\/DTD HTML 4.0 Transitional\/\/EN\" \"http:\/\/www.w3.org\/TR\/REC-html40\/loose.dtd\">\n<html><body>\n<p>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.<\/p>\n<\/body><\/html>\n\n    <\/div>\n<\/div>\n\n<!-- shortcode-accordion -->\n<div class=\"shortcode-accordion shortcode-accordion--closed\" style=\"position: relative;\" >\n        <h4 class=\"shortcode-accordion__header\">\n        <button type=\"button\" class=\"shortcode-accordion__trigger\" data-header=\"Problem Management_0\" id=\"shortcode-accordion-2-trigger\" aria-expanded=\"false\" aria-controls=\"shortcode-accordion-2-panel\">\n            Problem Management\n            <span class=\"shortcode-accordion__header__arrow\" aria-hidden=\"true\"><\/span>\n        <\/button>\n    <\/h4>\n    <div class=\"shortcode-accordion__body\" id=\"shortcode-accordion-2-panel\" role=\"region\" aria-labelledby=\"shortcode-accordion-2-trigger\" inert>\n        <!DOCTYPE html PUBLIC \"-\/\/W3C\/\/DTD HTML 4.0 Transitional\/\/EN\" \"http:\/\/www.w3.org\/TR\/REC-html40\/loose.dtd\">\n<html><body>\n<p>A problem is the unknown cause of one or more incidents. The Problem Management process manages the lifecycle of all problems.<\/p>\n<\/body><\/html>\n\n    <\/div>\n<\/div>\n\n<!-- shortcode-accordion -->\n<div class=\"shortcode-accordion shortcode-accordion--closed\" style=\"position: relative;\" >\n        <h4 class=\"shortcode-accordion__header\">\n        <button type=\"button\" class=\"shortcode-accordion__trigger\" data-header=\"Change management_0\" id=\"shortcode-accordion-3-trigger\" aria-expanded=\"false\" aria-controls=\"shortcode-accordion-3-panel\">\n            Change management\n            <span class=\"shortcode-accordion__header__arrow\" aria-hidden=\"true\"><\/span>\n        <\/button>\n    <\/h4>\n    <div class=\"shortcode-accordion__body\" id=\"shortcode-accordion-3-panel\" role=\"region\" aria-labelledby=\"shortcode-accordion-3-trigger\" inert>\n        <!DOCTYPE html PUBLIC \"-\/\/W3C\/\/DTD HTML 4.0 Transitional\/\/EN\" \"http:\/\/www.w3.org\/TR\/REC-html40\/loose.dtd\">\n<html><body>\n<p>The Change Management process manages any change made to the production environment from inception to completion, minimizing risk and disruption to services.<\/p>\n<hr role=\"separator\" class=\"hr--transparent hr--transparent-15px not-in-view\">\n<p style=\"text-align: center;\"><a class=\"shortcode-button\" href=\"https:\/\/in.nau.edu\/its\/itsm\/change-management\/\">More about Change Management at ITS<\/a><\/p>\n<\/body><\/html>\n\n    <\/div>\n<\/div>\n\n<!-- shortcode-accordion -->\n<div class=\"shortcode-accordion shortcode-accordion--closed\" style=\"position: relative;\" >\n        <h4 class=\"shortcode-accordion__header\">\n        <button type=\"button\" class=\"shortcode-accordion__trigger\" data-header=\"Knowledge management_0\" id=\"shortcode-accordion-4-trigger\" aria-expanded=\"false\" aria-controls=\"shortcode-accordion-4-panel\">\n            Knowledge management\n            <span class=\"shortcode-accordion__header__arrow\" aria-hidden=\"true\"><\/span>\n        <\/button>\n    <\/h4>\n    <div class=\"shortcode-accordion__body\" id=\"shortcode-accordion-4-panel\" role=\"region\" aria-labelledby=\"shortcode-accordion-4-trigger\" inert>\n        <!DOCTYPE html PUBLIC \"-\/\/W3C\/\/DTD HTML 4.0 Transitional\/\/EN\" \"http:\/\/www.w3.org\/TR\/REC-html40\/loose.dtd\">\n<html><body>\n<p>Knowledge Management provides efficiency by reducing the need to rediscover knowledge. The process manages data and information, ensuring it is available, reliable, reusable, and secure.<\/p>\n<\/body><\/html>\n\n    <\/div>\n<\/div>\n\n<!-- shortcode-accordion -->\n<div class=\"shortcode-accordion shortcode-accordion--closed\" style=\"position: relative;\" >\n        <h4 class=\"shortcode-accordion__header\">\n        <button type=\"button\" class=\"shortcode-accordion__trigger\" data-header=\"Request Management_0\" id=\"shortcode-accordion-5-trigger\" aria-expanded=\"false\" aria-controls=\"shortcode-accordion-5-panel\">\n            Request Management\n            <span class=\"shortcode-accordion__header__arrow\" aria-hidden=\"true\"><\/span>\n        <\/button>\n    <\/h4>\n    <div class=\"shortcode-accordion__body\" id=\"shortcode-accordion-5-panel\" role=\"region\" aria-labelledby=\"shortcode-accordion-5-trigger\" inert>\n        <!DOCTYPE html PUBLIC \"-\/\/W3C\/\/DTD HTML 4.0 Transitional\/\/EN\" \"http:\/\/www.w3.org\/TR\/REC-html40\/loose.dtd\">\n<html><body>\n<p>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, supplies, etc.<\/p>\n<\/body><\/html>\n\n    <\/div>\n<\/div>\n\n<!-- shortcode-accordion -->\n<div class=\"shortcode-accordion shortcode-accordion--closed\" style=\"position: relative;\" >\n        <h4 class=\"shortcode-accordion__header\">\n        <button type=\"button\" class=\"shortcode-accordion__trigger\" data-header=\"ITSM & ITIL training opportunities_0\" id=\"shortcode-accordion-6-trigger\" aria-expanded=\"false\" aria-controls=\"shortcode-accordion-6-panel\">\n            ITSM & ITIL training opportunities\n            <span class=\"shortcode-accordion__header__arrow\" aria-hidden=\"true\"><\/span>\n        <\/button>\n    <\/h4>\n    <div class=\"shortcode-accordion__body\" id=\"shortcode-accordion-6-panel\" role=\"region\" aria-labelledby=\"shortcode-accordion-6-trigger\" inert>\n        <!DOCTYPE html PUBLIC \"-\/\/W3C\/\/DTD HTML 4.0 Transitional\/\/EN\" \"http:\/\/www.w3.org\/TR\/REC-html40\/loose.dtd\">\n<html><body>\n<p>Free courses are available through Lynda.com. Search &ldquo;ITSM&rdquo; and &ldquo;ITIL&rdquo; for the current offerings.<\/p>\n<\/body><\/html>\n\n    <\/div>\n<\/div>\n\n<!-- shortcode-right-column -->\n<div class=\"shortcode-right-column\" >\n    <div class=\"shortcode-right-column__container\">\n<!-- shortcode-contact -->\n<div class=\"shortcode-contact\">\n    <div class=\"contact-header\">\n        <h3>Contact IT Service Management<\/h3>\n    <\/div>\n    <div class=\"contact-body\">\n                <a href=\"mailto:ITSM@nau.edu\" aria-label=\"Contact IT Service Management: Email Address\" title=\"Email Address\">\n            <div class=\"contact-icon-container\">\n                <i class=\"fas fa-envelope\" aria-hidden=\"true\"><\/i>\n                <span class=\"sr-only\">Email:<\/span>\n            <\/div>\n            <div class=\"contact-email\">ITSM&#8203;@nau.edu<\/div>\n        <\/a>\n                        <a href=\"tel:928-523-3335\" aria-label=\"Contact IT Service Management: Telephone Number\" title=\"Telephone Number\">\n            <div class=\"contact-icon-container\">\n                <i class=\"fas fa-phone\" aria-hidden=\"true\"><\/i>\n                <span class=\"sr-only\">Call:<\/span>\n            <\/div>\n            <div class=\"contact-phone\">928-523-3335<\/div>\n        <\/a>\n            <\/div>\n<\/div>\n\n\n<hr role=\"separator\" class=\"hr--transparent hr--transparent-15px not-in-view\">\n<!-- shortcode-button -->\n<div class=\"shortcode-button shortcode-button--center\">\n      <a class=\"main-button\" href=\"https:\/\/servicenow.nau.edu\/sp\" target=\"_blank\">Request ITS Support<\/a>\n  <\/div>\n\n<hr role=\"separator\" class=\"hr--transparent hr--transparent-30px not-in-view\">\n<div class=\"eplus-bg-color-row bg-color-dark-blue\"><div class=\"eplus-bg-color-row-content\">\n<h4>Know the Rules<\/h4>\n<p>All NAU employees and students should read and be familiar with the\u00a0<strong><a href=\"https:\/\/nau.edu\/university-policy-library\/appropriate-use-of-information-technology-resources\/\">Appropriate Use of IT Resources<\/a><\/strong>\u00a0policy.<\/p>\n<p><strong><a href=\"https:\/\/nau.edu\/university-policy-library\/information-technology\/\">University IT Policy Manual<\/a><\/strong><\/p>\n<\/div><\/div>\n<hr role=\"separator\" class=\"hr--transparent hr--transparent-15px not-in-view\">\n<div class=\"eplus-bg-color-row bg-color-nau-yellow\"><div class=\"eplus-bg-color-row-content\">\n<h4><strong>Wi-Fi Map in Arizona<\/strong><\/h4>\n<p><a href=\"https:\/\/www.google.com\/maps\/d\/u\/0\/viewer?ll=34.08899753072786%2C-111.3971859&amp;z=7&amp;mid=1SGruUB2pUzitjv-NroY4pFh-NR0Gm8-1\"><strong>Interactive Map<\/strong><\/a> for access to free Wi-Fi hotspots throughout the state.<\/p>\n<hr role=\"separator\" class=\"hr--transparent hr--transparent-15px not-in-view\">\n<p><a href=\"https:\/\/www.google.com\/maps\/d\/u\/0\/viewer?ll=34.08899753072786%2C-111.3971859&amp;z=7&amp;mid=1SGruUB2pUzitjv-NroY4pFh-NR0Gm8-1\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-11409 size-uncropped-small\" src=\"https:\/\/in.nau.edu\/wp-content\/uploads\/sites\/162\/2021\/09\/Screen-Shot-2021-09-08-at-3.23.24-PM-300x112.png\" alt=\"\" width=\"300\" height=\"112\" srcset=\"https:\/\/in.nau.edu\/wp-content\/uploads\/sites\/162\/2021\/09\/Screen-Shot-2021-09-08-at-3.23.24-PM-300x112.png 300w, https:\/\/in.nau.edu\/wp-content\/uploads\/sites\/162\/2021\/09\/Screen-Shot-2021-09-08-at-3.23.24-PM.png 336w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<hr role=\"separator\" class=\"hr--transparent hr--transparent-15px not-in-view\">\n<\/div><\/div>\n<\/div>\n<\/div>\n\n","protected":false},"excerpt":{"rendered":"<p>IT Service Management at 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