UConn’s current IT Service Management (ITSM) tool is CA-Unicenter Technology Support Center (USD) which is used by central IT and other IT departments for incidents, problems, request for ITS services, and change management. However, USD is outdated and needs to be replaced with a tool that provides the functionality to meet today’s IT and business requirements.
As a result, ITS will be replacing USD with BMC FootPrints. FootPrints is a viable option for the following reasons:
- It meets all of the top requirements listed in the RFP process
- It was one of the top contenders in the RFP process
- The University is able to leverage the State Contract with BMC for better pricing and reduced procurement time
- Potential to leverage our purchasing power with the UConn Health Center
In an effort to increase collaboration and efficiencies across the University in regards to the implementation of a University ITSM tool, representatives from the ITS Service Management team (Sherry Rodriguez, Jane Bachand and Andy DePalma) reached out to UCHC, Regional Campuses, AVTIL, Payroll, School of Engineering, SAIT and various other University departments, schools and colleges for feedback on assessing the value, identifying technical requirements and estimating the cost of implementing a Service Management tool for the University of Connecticut. The Service Management Team also provided town hall meetings to demonstrate the features of FootPrints to the University community.
Based on the feedback received, the Service Management Team submitted a business case to University Governance, which was approved. As the next step, a project definition document (PDD) providing requirements, milestones, cost estimates and other critical information was submitted to ITS Senior Leadership for approval to proceed.
For further information on this project, contact Sherry Rodriguez at firstname.lastname@example.org.
This article, by Tim Williams, first appeared in the December 12, 2012 issue of the Project Weeklies newsletter of the ITS Project Management Office.