Users expect to have a comfortable and functional IT environment to work with. The department ISM, headed by Andreas Lorenz, improves and ensures the process and customer orientation of the entire SCC. For this purpose ISM follows consequently standardized Service Management Best Practices (ITIL = IT Infrastructure Library). So the quality of service and customer satisfaction will be optimized and stabilized. Planning, controlling and operation procedures can be organized more efficiently. The following challenging facts require special attention on the design of the mentioned processes:
- the two locations concept of KIT
- the integration into external and internal projects
- the balancing act between “scientific freedom” and reasonable standardization of IT procedures.
Important preconditions for IT service operations are an appropriate IT security strategy and the operation of security services, which are planned, validated and implemented in this department. Established and planned IT components and technologies are standing under the security related surveillance and assessment of ISM. The bundling or these two topics, IT Security and Service Management, within the department of ISM, builds a solid basis to deliver secure and reliable IT Services for the KIT and beyond.