The ITSM Program
The ITSM program is a multi-year, university-wide transformation initiative that aims to enable IT organizations at UBC to optimize their service delivery. The program’s objectives are to:
- Improve customer-facing IT service support and delivery to the UBC user community by implementing new service management processes;
- Establish a solid foundation upon which additional future ITSM processes can be built and continuously improved;
- Improve accountability to the UBC user community by establishing metrics to report on the effectiveness of the delivered service processes;
- Reduce duplication and minimize redundant costs and effort by efficiently and effectively sharing resources (people & financial) across multiple IT departments.
The ITSM approach at UBC is collaborative and incremental. Our activities are overseen by a Steering Committee comprised of Directors from our partner groups. Our program team develops processes and tools which are released to our partners, who use these deliverables to improve the services they provide to their customers. Amid this activity are our Communities of Practice–networks of professionals working on similar process improvements in their organizations.
The ITSM Roadmap outlines the project in the portfolio that will deliver processes, tools, and knowledge to our partners and program participants in upcoming years. The ITSM Capability Maturity Model outlines how IT organizations and the university as a whole will evolve its ability to manage and deliver services to the community as the roadmap is followed.
