Service Management Office – IT Service Management (ITSM) Standards

This page is intended for IT staff, service and practice owners, managers, and stakeholders who design, deliver, support, or rely on IT services at WashU and want to understand how ITIL practices support service excellence and value realization.

Support Materials for ITSM

Service Desk
Incident Management

Web-Based Training

Achieving Service Excellence – The SLA Component – Interactive web-based training in Learn@Work to bring awareness to Incident SLAs: 

Achieving Service Excellence - The SLA Component Training - screenshots from the training
  • Their purpose
  • Their importance
  • Their indication in ServiceNow 

Note: The training encompasses information about email notifications that are sent when 50%, 75%, and 100% of an incident’s SLA elapses.

All assignment groups within WashU IT End User Services (EUS) receive these notifications. Other assignment groups will not receive the notifications unless requested. To request the email notifications for your assignment group(s), please submit a request for a ServiceNow Platform Config.

Knowledge Management
IT Asset Management
Service Configuration Management
Service Request Management
Change Enablement
Problem Management
ITSM and the SMO

Questions? Contact the Service Management Office at smo@email.wustl.edu.

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ServiceNow Resources for ITIL Users