ServiceLink Project Is Now Complete

We are pleased to report that with the roll out of ServiceLink to Communication Systems and Data Centers (CSDC) on October 31, the ServiceLink Project has successfully completed its work. Everyone involved should be very proud of the significant progress we made since we launched this project over a year ago. Their dedication, patience, and perseverance made this effort a success.
As the project sponsors, we’d like to provide a brief summary of key project accomplishments and activities (feel free to share this information with your teams):

  • Over 900 ITS staff have moved from BMC Remedy to ServiceLink. The application is now handling major service management processes (including incident, request, problem, knowledge, and change) and supporting infrastructure.
  • Our successful partnership with LSA and AST set a new standard for cross-campus cooperation on major IT projects. As a result of our collaborative work, we are developing an IT Service Provider Toolkit, which will allow the Michigan IT community to access this technology and leverage the processes we developed as part of the original implementation.
  • Service management process adoption activities within the scope of the ServiceLink project are now complete except for activities related to CSDC stabilization. Going forward, the service management team will work directly with department executive directors on an as-needed basis to help them increase their level of adoption and improve their processes.
  • And for those who like statistics:
    • Over 700 people participated in elearning or in-person training sessions
    • 197 people worked on the project
    • We created a ServiceLink G+ community, which currently has 380 members
    • The project team created over 60 support documents
    • As of this morning 271,178 incidents; 4,246 change requests; and 5,254 knowledge articles were entered in ServiceLink

The adoption of ServiceLink by ITS plays a critical role in achieving our organizational vision to both implement next generation technology and transform IT delivery. This new cloud-based platform will help us create solid service management processes so that we can deliver an improved customer service experience as well as reduce operational costs. We thank you for your support of this important project!
Jim Bujaki, Executive Director, Infrastructure Services & Operations
Holly Nielsen, Executive Director of Application and Information Services
Amy Wang, Executive Director for Support Services