What is Service Management?
Service Management is a customer-focused approach to delivering information technology. We follow the Information Technology Infrastructure Library (ITIL) framework to provide effective IT support to Griffith University.
Tier 0 support
Ask us is where Griffith University staff and students go to find answers to questions. Computing and technology is one of the topics covered by Ask us.
IT SERVICE CENTRE
The IT service centre provides a single point of contact for the IT needs of the University’s staff, students and community.
Support for your new service
Do you have a new or updated product or service that you would like the ITSC to support? Please complete the ITSC Support Checklist form and we will get in contact with you.
A Closer Look at Enterprise Service Management Services
ITIL Change Management aims to control the lifecycle of all Changes. The primary objective of this process is to enable beneficial Changes to be made, with minimum disruption to IT services for Griffith University.
Incident Management aims to manage the lifecycle of all Incidents (unplanned interruptions or reductions in quality of IT services). The primary objective of this ITIL process is to return the IT service to users as quickly as possible.
Knowledge management aims to improve the capture, storage, sharing, and continuous improvement of self-help knowledge for Griffith University students and staff.
Problem Management aims to manage the lifecycle of all Problems. The primary objectives of this ITIL process are to prevent Incidents from happening and to minimize the impact of incidents that cannot be prevented. 'Proactive Problem Management' analyzes Incident Records, and uses data collected by other IT Service Management processes to identify trends or significant Problems.
Investigating trends, patterns, and relationships using quantitative data to draw valid conclusions, statistical analysis requires careful planning from the very start of the research process. You need to specify your hypotheses and make decisions about your research design, sample size, and sampling procedure.
ITSM tools are software solutions that help organisations manage the provision of IT services, either to internal users or — for IT service providers — external customers.
GRIFFITH SERVICE MANAGER
The Griffith Service Manager (GSM) is an IT service management (ITSM) tool developed by Cherwell that enables digital solutions staff to efficiently resolve incidents, problems and requests.
ONLINE REQUEST FORM
Do you need help with your IT issue? Fill out the IT Service Centre form to report an outage or fault or make a request.
GSM Announcements Service
GSM Announcements is an email subscription service that communicates IT service outages, faults and restoration times
Self help
If you are responsible for resolving incidents, problems and requests in GSM, you may find these materials helpful.
Guides
- Quick reference guide (PDF, 130k)
- Using Bomgar remote access (PDF, 426k)
- Dashboards and searching guide (PDF, 291k)
- Essentials guide (PDF, 393k)
- Kanban board guide (PDF, 461k)
- Standard change guide (PDF, 379k)
- Desktop client installation (PDF, 623k)
- Griffith Service Manager glossary (DOCx, 80k)
- GSM announcements guide (PDF, 307k)
- Problem guide (PDF, 225k)
- Knowledge articles guide (PDF, 800k)
- Work order guide (PDF, 597k)
- GSM canned response guide (PDF, 279k)
Need help?
General enquiries
Access the Service Catalogue to see the full list of available services.
Or you can ask our friendly staff about IT products and services, contact us by phone, email or chat.
