The University of Texas at Austin

Project: ITSM Technology Selection

ITSM Technology Selection Project

8/6/2014 - Project has been completed. The selected vendor has been contacted. Procurement and implementation will take place as separate efforts.

Project Goals

The ITSM Technology Selection project will investigate and document campus requirements for information technology service management (ITSM), as well as select and procure one or more technology solutions to satisfy those requirements for Information Technology Service’s (ITS) and Shared Service Organization (SSO) project pilots. The scope of the project will investigate and document near and medium-term ITSM needs for ITS departments and others, including:

  • ITS Systems
  • ITS Networking & Telecommunications
  • ITS Data Center (UDC)
  • Financials, HR, and Administrative IT (CBO)
  • ITS Customer Support Services (CSS)
  • Shared Services Organization (SSO) IT pilots


This project will address the selection of an enabling technology that allows the service management activities that the university depends on. When considering the departments concerned with larger and broader ITSM functions, this project will focus on the IT Infrastructure Library (ITIL) areas that enable ITSM including, but not limited to:

  • Service catalog and service provisioning
  • Incident, problem, event management
  • Service desk
  • Change management and change management database (CMDB)
  • Asset/inventory/CI management
  • Knowledge management
  • Service level objectives (SLOs) and service level agreements (SLAs)
  • Financial management for IT services
  • Contract management
  • Reporting requirements

The project scope does not include the implementation of the selected technology solutions. Technology solution implementation will be managed as follow-on projects by the individual departments as appropriate and resources allow.

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