The primary purpose of Continual Service Improvement is to better align your IT services in order to meet the changing business needs. How do you do this if you are unclear on what your services are? In the Spring of 2019, VCU Technology Services underwent a Service Review initiative in order to better document and define our services, review our dependencies, bottlenecks and resource constraints, and document who our customers are and how they interact with us. This presentation will specifically address the Service Review methodology/approach, it's challenges and the lessons learned.
