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IT Service Delivery

The ITS Service Transition goal is to help you, our business partner, design, deploy, deliver and improve your business services by providing tested frameworks and guidance in these areas:

Project Management

What is a Project Management consult?

A project management consult is a service provided to ITS business partners by the ITS service transition team. The consult consists of a series of meetings and working sessions designed to assist you with the tools and knowledge you need to successfully manage your small to large self-directed projects through the project life cycle.

Who is involved?

A project management consult will be conducted by an ITS service transition team member(s) with the involvement of the business partner requesting the consult and, most beneficially, responsible for managing the project.

What we provide

We will provide a finite number of meetings and working sessions to assist you with getting your project into the ITS Pipeline for feasibility review if you need ITS resources, or help with getting your project started on your own. We can also help you transition your new or improved business functionality to your intended audience. The initial consult is designed to determine the amount of assistance needed from the service transition team and the structure of any additional meetings and working sessions. Our consultations are designed to help you with your project at the level you need, when you need it.

What the business partner provides

The service transition team member will help you with determining what information needs to be gathered. The business partner will be responsible for gathering that information and working within the provided framework to best represent and manage their project.

When and how to request a project management consult

If you are going to be managing a project and would like to leverage the experience of ITS project managers and the tools that ITS uses when managing its internal projects, you can request a project management consult just prior to or during your project initiation. Just enter that you would like to request a project management consult in the summary and provide a brief description of your request. You will hear back shortly from a member of the ITS service transition team concerning your request.

Knowledge Management

Knowledge Management gathers, analyzes, stores and shares knowledge and information within an organization. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.

Where to start?

The service Transition team will help you to define resources and responsibilities for organizing knowledge, as well as well as the advantages and disadvantages of using the knowledge tools available.

What are the Tools to Organize Knowledge?

  • Website, www.salemstate.edu
  • Ask the Viking (RightAnswers)
  • eLearning (Canvas)
  • Polaris
  • Confluence

How does this happen?

The Service Transition team member will help you with determining what information needs to be gathered. You will be responsible for gathering that information and working within the provided framework to best represent and manage the knowledge. Also, the Service Transition team member will help you determine what ITS-provided training may be useful for you or your team.

Training

A training consult is a service provided to ITS business partners. The consult consists of a series of meetings and working sessions designed to assist the business partner with identifying the tools and resources they need to successfully develop (or secure), deliver and manage training programs or resources related to a NEW/existing technology.

Who is involved?

A training consult may be conducted by the Director of Academic Technologies and Training and/or the ITS Technology Training Coordinator with the involvement of the business partner requesting the consult and other stakeholders as needed (this could include end users, team leads or others identified by the business partner).

What we provide

Training Consult Options and potentially an initial needs assessment if the topic is broad

Option A: Training Program Development

Technology training coordinator consults with the team members to identify training needs related to the use of technology for NEW systems/services or Upgraded/Enhanced systems/services. This is a collaborative effort between ITS and the requesting department to identify if a training program with all other applicable activities related to training (see list below) is needed.

Option B: ITS Training Program(s) for existing Instructor-Led Training

Technology training coordinator provides consult to identify end user training available for existing ITS Solutions. Although learning objectives exists for each session, there may be modifications to the training outline that may be better suited for goals and desired outcomes by the requester and/or end users. These modifications will be identified during the consult. (Course descriptions available)

Option C: Referral recommendations

If ITS is unable to provide support with options A or B, every attempt will be made to identify alternative resources, information or services available to support training needs.

What the business partner provides

An ITS team member will help you with determining what information needs to be gathered. The business partner will be responsible for gathering that information and working within the provided framework to best represent and manage their project. The Service Transition team member will help you determine what ITS-provided training may be useful for your team.

When to request a training consult

If you are going to be introducing a new technology or updating an existing technology for your department and would like to leverage the experience of an ITS training team member or other ITS Service Transition team members and the tools that ITS uses when managing its projects, you can request a training and/or knowledge management consult. Please note that your request will be subject to ITS Service Transition team member availability and your request will be placed in and managed through the ITS Pipeline.

To schedule an initial consult with a member of the Service transition team, contact theĀ ITS Help Desk and make a request for assistance.