Design and manage

the IT service catalog

and user documentation

at Stanford

Brian Young

Web Designer & Developer

University IT Communications

Stanford University

@auracreations

brianyoung@stanford.edu

About University IT

Administrative Systems
IT Services
Information Security Office
Shared Services

Current state

of our service catalog

and user documentation

Web Technologies

Over 100 services

Consistent categorization

of services

Service catalog
Incident reporting
Problem management
Self-help knowledge base

Models for IT service management

Information Technology Infrastructure Library (ITIL)
Educause Center for Analysis and Research (ECAR)

IT service catalog model

Source: ECAR Research, The Higher Education IT Service Catalog: A Working Model for Comparison and Collaboration
http://www.educause.edu/visuals/shared/ECAR/ewg1502.pdf

ECAR

COMMUNICATION AND COLLABORATION

Email and Calendaring
- Office 365

Proposed

EMAIL AND CALENDAR

Applications
- Office 365

INFRASTRUCTURE

Storage
- CrashPlan

SERVERS, DATABASES, AND STORAGE

Backup
- CrashPlan

ACCOUNTS AND ACCESS: Applications | ID Card Access | Online Access
BUSINESS AND ENTERPRISE SYSTEMS: Asset Management | Document Imaging and Management | Finance and Procurement Systems | Human Resources | Identity and Access Management | IT Service Management | Middleware | Reporting and Analytics | Research Administration | Student Information Systems
COLLABORATION: Communications | Document and Digital Asset Management | Websites and Web Tools
COMMUNICATIONS: Collaboration | Conferencing | Contact Center Tools | Paging | Phones | Television
COMPUTERS AND MOBILE DEVICES: Backup | Communications | Online Access | Professional Services | Security | Software | Storage | Support Tools
DOCUMENT AND DIGITAL ASSET MANAGEMENT: Collaboration | Documents | Images
EMAIL AND CALENDAR: Accounts | Applications | Distribution Tools | Infrastructure | Security
NETWORKS AND CONNECTIVITY: Access and Operational Tools | Network | Security | Wiring
PROFESSIONAL SERVICES: Communications | Computers and Mobile Devices | Database | Project Management | Reporting | Security | Server Hosting | Software | Websites
RESEARCH COMPUTING AND ADMINISTRATION: Computing | Administration
SECURITY: Applications | Compliance | Computers and Mobile Devices | Consulting | ID Card Access | Online Access | Network | Server Hosting | Storage
SERVERS, DATABASES, AND STORAGE: Backup | Database | Servers | Storage
SUPPORT AND TRAINING: Documentation | Support | Training
WEBSITES AND WEB TOOLS: Forms and Surveys | Publishing | Tools