Issue link: http://read.uberflip.com/i/87421
The LRS can learn from ITIL by documenting predetermined processes for handling event resolution. The ITIL Framework The ITIL framework is a vendor-neutral, nonprescriptive series of best practices developed by the U.K. Office of Government Commerce to improve IT service delivery. By "nonprescriptive" they mean individual aspects of the framework can be implemented without requiring the adoption of the entire framework. There are a number of concepts developed for the ITIL framework that could be adapted for use within the library and research services to great effect. Here are a few: Service Catalog Management: Service catalog management is a concept best explained by way of a "menu" analogy. When you sit down at a restaurant, you are handed a list of the available meals that the kitchen staff is capable of preparing for you in a reasonable amount of time. Each menu item typically contains a brief description of the meal, including the main entrée, any side dishes and an overview of their preparation. Should you insist upon a meal not listed on the menu, the chef may refuse for lack of resources, or she may comply if you agree to provide additional resources, such as time or money. Likewise, the service catalog is a "menu" of IT services that includes a brief description of the service and any expected deliverables associated with each service. IT works with management to agree upon services that they can provide within specific parameters. Should a user or customer request a service 42 AALL/ILTA White Paper that falls outside the agreed-upon service catalog, IT can defer to management to decide whether the necessary additional resources will be provided. The service catalog concept can easily be applied to LRS. Most LRS organizations have an informal, often undocumented, collection of services they provide on a regular basis. They obtain books and articles. They perform research. They obtain passwords for licensed databases. What LRS rarely has is a written, comprehensive menu of services that the LRS team offers with accompanying service-level expectations for the completion of requests. Compilation of a published service catalog would serve two immediate purposes for the LRS. • It would serve as a brochure for the promotion of services throughout the organization, making potential clients aware of the services and capabilities of the LRS team. • The service catalog would serve as a basis for discussions regarding requests that fall outside of the regular service offerings, leading to a negotiation over price, resource availability and the ability of the LRS team to deliver. Event Management: The event management process is intended to recognize all events (i.e., changes