LU00477 - The Provision of an IT Service Management Tool

The University implemented its first formal IT service management processes in 2011, along with the service management tool (ServiceNow) which it currently uses. These processes and the tool are used by all members of staff within the central IT Services; and are also partly adopted by a small number of professional services departments along with teams of School IT professionals who are based locally, within academic departments. Following a review of the current state of the market for service management tools, along with the forthcoming end of the contract with our incumbent supplier, and an increased ambition to deliver fit-for-purpose service management process at Loughborough Univer…

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