ITSM Links & Resources

The following is a list of documents, reference material, and applications related to the ITSM Project. If you require access to any of these applications, please contact the HelpDesk at 343-HELP.

• ITSM

  • ITSM Overview Presentation (ITSM 101)
  • Service Maintenance Organization (SMO)
  • ITSM Applications Issue Reporting Process (how we resolve ITSM issues)
  • Whitlock's ITSM Assessment, May 2008
  • ITSM Reports on MyVandy
  • ITSM Project Web Server Page

• ITIL

  • ITIL v3 Documentation (Best Practice)
  • ITIL V3 Overview (itSMF)

• Service Manager

  • Service Manager Web Interface
  • Service Manager Mobile Interface (SMMobile)
  • Service Manager Training
  • Service Manager migration video
  • Service Manager Desktop Client (Windows only)
  • VUMC HelpDesk

• Service Center

  Not the active ITSM application. Active Dates: FEB 2008 -- MAY 2009
  • Service Center Web Interface Read-only access to Service Center

• Service Desk

  Not the active ITSM application. Active Dates: NOV 2002 -- FEB 2008
  • SD View Read-Only access to ServiceDesk records

• AlarmPoint / On-Call Responsibilities

  
  • AlarmPoint Training Documentation (v4) User Guide / Training info on AlarmPoint.
  • AlarmPoint Guidelines for Workgroups
  • AlarmPoint Web Interface The VUMC notification and event resolution system
  • On Call Right Now Displays who is On-Call Right Now (retrieves info from both AlarmPoint AND the current OnCall Application)
  • On Call Right Now Plus 30 Days Displays who is On-Call between today and 30 days from now

• VPN Info (Virtual Private Network)

  In order to access some VUMC resources, you must establish a VPN connection to the VUMC network. Here is information on how to do that.
  • First Time Users:  Request Access
  • SSL VPN (aka "Clientless" VPN) Engage a VPN Connection without loading a VPN client on your computer. NOTE: This takes a bit longer to load the first time you use it.

• Access Requests

  • Systems Access and Maintenance. Allows Security Managers to request access for users. This application generates Service Calls in HPOVSD (assigned to the SAM team).

• ITSS

  • IT Software Solutions is the technical arm behind the ITSM Project. Visit this site for technical resources on the applications and systems referenced here