ITSM Overview

Overview

IT Service Management (ITSM) is the complete set of activities and tools that VUMC IT uses to plan, design, deliver, operate and control information technology (IT) services offered to our Medical Center customers.

  • The goal of Change Management is to assure that Changes are recorded, evaluated, authorized, prioritized, planned, tested, implemented, validated, documented, communicated and reviewed in a controlled and agreed upon manner.

    This minimizes the impact of Change-related Incidents upon service quality and improves the day-to-day operations at VUMC.

    What is a Change?

    A Change is considered the addition, modification or removal of anything that could have an effect on Medical Center IT infrastructure and services. Changes are entered into Pegasus, the platform that supports ITSM. The scope of a Change includes alterations to all architecture, processes, tools, metrics, and documentation, as well as changes to IT services. Each of these items is called a Configuration Item (CI). Find out more about CI's in Configuration Management.

    Learn more about Change Management here.

  • Configuration Management is the process of documenting the various components within an IT infrastructure (both hardware and software) and their relationship to each other. 

    This documentation is held in the CMDB (Configuration Management Data Base). Each record in the CMDB documents a specific component. Each record is referred to as a Configuration Item (CI). VUMC IT uses Pegasus for this purpose. 

    Workgroups are responsible for creating and maintaining the CIs owned by that workgroup. A CI Owner is any member of the workgroup who has a designated role in Pegasus. Workgroups can work with the Configuration Manager and Facilitator to ensure that their CI data is accurately captured in the CMDB. 

    Configuration Management allows for the following within an ever-changing IT infrastructure: 

    • Tracking of ownership and responsibility 
    • Trail of information that is necessary for Change and Incident Management 
    • A single source of asset documentation 
    • The support of metrics for availability and reliability 

    Learn more about Configuration Management here.

  • Incident Management aims to restore an acceptable level of service to the impacted individuals and entities as soon as possible.

    The process manages the lifecycle of all Incidents, regardless of the tier of technical support required or method of reporting. 

    How do I request Incident Management assistance? 

    If you think your issue is an incident submit a Pegasus Ticket.  

    Critical Incidents 

    If you have a critical incident that is affecting patient care or major business operations, it is recommended that you call the Help Desk directly at 615-343-4357/343-HELP. 

    Learn more about Incident Management here.

  • IT Knowledge Management refers to the capture of data and other it-related information and combining it into a database of knowledge (observations, ideas, and insights).

    These knowledge articles are available to IT Service Providers and End-Users for assistance with IT issues and in support of strategic, tactical, and operational decision-making processes. 

    Why write a Knowledge Article?

    • Decreases the amount of time that must be spent training employees.  With accurate and up-to-date information on related resources and materials, Workgroup members require fewer formal training sessions. 
    • Reduces the number of errors made by Workgroup members. 
    • Allows IT professionals to respond to customer needs faster and more effectively.  Workgroup members will know how to answer customer questions more often and accurately. 

    How do I begin writing Knowledge Articles?

    Most Pegasus users have the ability to create and maintain Knowledge Articles for themselves. 

    Workgroup Specialists have abilities to create and maintain Knowledge Articles for their work group.  Work group managers submit a Pegasus Request ticket for Pegasus User Access for their team members.  The team members are assigned the appropriate ITSM courses to upgrade their Pegasus role and assignment to a work group. 

    Pegasus Knowledge Articles

    Learn more about Knowledge Management here.

  • The goal of ITSM Problem Management is to resolve the root cause(s) of Pegasus Incidents by minimizing the adverse impact of Incidents and Problems within the IT infrastructure, preventing the recurrence of Incidents, and recommending proactive measures to prevent future Incidents. 

    A Problem is an unknown underlying cause of one or more incidents, and a 'known error' is a problem that is successfully diagnosed and for which a workaround has been identified. The Central Computing and Telecommunication Agency (CCTA) defines problems and known errors as a condition often identified as a result of multiple Incidents that exhibit common symptoms. Problems can also be identified from a single significant Incident, indicative of a single error, for which the cause is unknown, but for which the impact is significant.

    Problem management is different from incident management. The principal purpose of problem management is the detection, resolution, and prevention of incidents; incident management records the incident.

    Learn more about Problem Management here.

  • Request Fulfillment aims to fulfill requests from users.  The objectives of Request Fulfillment include providing a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists, to provide information to users and customers about the availability of services and the procedure for obtaining them, to source and deliver the components of requested standard services, and to assist with general information, complaints, or comments.

    The Request Fulfillment Process Owner owns the process and is accountable for the maintenance of this document and the process. This role is responsible for the appropriate administration, monitoring, and evolution of this process to ensure adherence and compliance with Vanderbilt’s Information Technology (IT) Service Management (ITSM) goals.

    VUMC IT Workgroup Specialists are responsible for managing the request submission process, the request assignment process, and new request definition creation along with the maintenance of existing definitions.  Workgroup Specialists can refer to this guide in addition to working with the Request Fulfillment Process Owner to ensure that their Request process works smoothly and meets their needs.

    The primary goals of Request Fulfillment are to ensure that requests can be captured, managed and fulfilled, and that the needs of the user community are met by:

    • To provide a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists
    • To provide information to users and customers about the availability of services and the procedure for obtaining them
    • To source and deliver the components of requested standard services
    • To assist with general information, complaints, or comments.

    Learn more about Request Fulfillment here.

  • Event Management includes any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of IT service, and evaluation of the impact on the services.

    Events are generated by Element Managers and forwarded into the Event Management process.

    The VUMC Event Management process will allow for any Element Manager who meets the minimum set of requirements to integrate into the Event Management core infrastructure design and thus ensure:

    • Guaranteed delivery of an event and its associated Event or Automated Incident tickets
    • Notifications to the proper technical support teams

    Learn more about Event Management here.

  • Pegasus is the in-house developed application used by VUMC IT for Information Technology Service Management (ITSM). The platform can open tickets, track changes, document hardware and software resources, and knowledge articles.

    Pegasus access is based upon roles and contains multiple modules that are used in ITSM. Most users at the Medical Center have a "Self-Service" role. If something goes wrong, users can "report an issue". There are many users at VUMC who require more from the system and must "submit" a request". 

    How do I submit a Pegasus Ticket?

    Open a browser to Pegasus. If your Pegasus role is Self Service, then you will see the screen below (workgroup specialists will see a different screen).

    If something was working, but now is not working, click on the REPORT AN ISSUE button. 

    • For example, "I was able to log-in to my application yesterday, but today, I get an error message."

    If you are requesting a service or a device, click on the SUBMIT A REQUEST button. 

    • For example, your manager may submit a request that you to have access to an application because you will soon need to work on it.

    Pegasus Knowledge

    Search the Pegasus Knowledge Base for additional information and FAQs. You will find tutorials on a wide range of topics such as login, account configuration changes, email signup settings for notifications and more. 

    Learn more about Pegasus here.