ITSM Maturity Survey Yields Promising Results

August 14, 2012

The UWM ITSM program recently received some good news from a survey that shows knowledge and awareness of the program increasing significantly the past year.

ITSM is a program designed to improve the quality, effectiveness and efficiency of delivering IT services to the University community by utilizing a best practices framework named the IT Infrastructure Library (ITIL). In order to accomplish this, it is important that UITS and local campus IT professionals are knowledgeable about ITIL, its vocabulary and the background of the ITSM program and adoption of the ITIL framework. A survey administered last year to these individuals established a measured baseline level of knowledge and awareness.

From there, ITIL@UWM Overview training was offered by UITS to all UITS and local campus IT professionals to increase awareness. A survey administered this summer to the same University cohort showed that the training had indeed been successful in its goal. Knowledge and awareness increased this year over last, allowing the ITSM team to reach some conclusions and provide recommendations for future ITSM awareness initiatives in its Executive Summary.

This includes:
  • Continuing to offer ITIL training programs
  • Continuing to conduct an annual survey that includes the assessment of more processes
  • Utilizing future survey results to explore and implement new strategies

"We'd like to thank everyone for their participation in the survey," said Luciana Cancado (Network and Operations Services). "The feedback has been incredibly helpful as we continue to seek out new avenues to raise awareness throughout campus."