Monthly Archives: November 2012

Introducing IT Service Management Using a Core Service Catalogue

By | November 27, 2012

Tweet We have kicked off a project to build a Core Services Catalogue last week.  This is part of our journey to introduce IT Service Management (ITSM) to our AUS IT  and Academic Computing teams.   I am looking forward to see what our IT teams come up with as a list of services. We will be… Read More »

Helping Your Helpdesk with a Service Coverage Matrix

By | November 16, 2012

Tweet Over the past couple of weeks, our American University of Sharjah IT Helpdesk and other teams have been working on creating a simple Service Coverage Matrix. We found that we had a knowledge gap with the distributed IT support structure at AUS.  Not everyone knew who was the primary and the secondary service support analysts… Read More »

45 Days into My Adventure

By | November 2, 2012

Tweet I have been here for 45 days in my new adventure as the Director of Information Technology at the American University of Sharjah (AUS). I still wake up and wonder where I am some mornings. I am so fortunate to live in a time of the Internet, Facebook and particularly Skype. I seriously underestimated… Read More »