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
  • ITSM Defect List
  • ITSM Critical Application List

• ITIL

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

• Pegasus

  • Pegasus Web Interface
  • Pegasus Mobile Interface
  • Pegasus - General Info and F.A.Q.
  • Pegasus Training
  • ITSM Quizes
  • Provide Feedback on Pegasus

• Service Center

  Not the active ITSM application. Active Dates: FEB 2008 -- MAY 2009
  • SC View Read-Only access to Service Center records

• Service Desk

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

• On-Call Responsibilities / AlarmPoint

  •  AlarmPoint Web Interface The VUMC notification and event resolution system
  • Informatics Center Administrator On Call (ICAOC) Guildelines
  • AlarmPoint Guidelines for Workgroups
  • AlarmPoint Training Documentation (v4) User Guide / Training info on AlarmPoint.
  • How to Validate your Devices
  • REPORT: On Call Right Now Displays who is On-Call Right Now (Real Time)
  • REPORT: On Call Next 12 hours Scheduled report run at Noon and Midnight every day
  • AP Tips n' Tricks 1-page flier full of useful AP info
  • Pegasus-to-AlarmPoint Workflow Diagram explaining the workflow and decision points between Pegasus and AP

• 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.

• BluePrint Requirements Center

  We use BluePrint to create & document our ITSM requirements, Use Cases and Models.
  •  BluePrint Installation and Instructions
  • Download Requirements Center 2010
  • Download Reader (for viewing Models)
  • Blueprint Policy and Standards

• Access Requests

  • Systems Access and Maintenance. Allows Security Managers to request access for users. This application generates Incidents in Pegasus.

• 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