ITSM at UBC is a multi-year, university-wide transformation initiative that seeks to improve customer service and operational processes for Information Technology at the university.

What is ITSM?

ITSM stands for Information Technology Service Management. Service Management, at its heart, is about optimizing the processes that any organization uses to deliver a service to customers. In the context of IT at UBC, this means:

• developing processes that focus on the students, faculty, and staff who are our customers
• ensuring these processes are effective, efficient, and repeatable.
• enabling these processes through an enterprise Service Management system
• enabling people though training, coaching, and communications

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The Value of Shared Processes

UBC is a diverse environment, and IT has evolved in our numerous faculties and departments to meet the needs of local end users. Across our campuses, we have myriad processes for handling local user and system needs. Despite this diversity, a closer examination reveals that:

• At UBC, regardless of the faculty or department a customer is affiliated with, customers have similar types of technology service needs (they want something fixed, they need access to a system, they want instruction on how to do something, etc.)
• At UBC, IT groups have a shared interest in supporting their customers needs with technology services
• At UBC, IT groups conduct similar types of work in order to support their customers

Given these similarities, documenting and sharing standard and repeatable processes will enable IT groups across UBC to mature our ability to serve our customers. The goal in this is both simple and profound: to allow individual IT groups at UBC, regardless of faculty, size, or budget, the agility to serve their local user populations better.

To date, we have developed process frameworks for Service Catalogue, Incident Management, and Service Level Management. Learn more about the frameworks.
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Partnership

ITSM at UBC is a collaborative undertaking between faculties and departments across the organization. Our Steering Committee is comprised of representatives from the Faculties of Applied Science, Arts, and Medicine, the Sauder School of Business, the Centre for
Teaching Learning and Technology (CTLT), and UBC IT. Our Service Management process frameworks were developed by subject matter experts from these partner groups, and designed to be applicable to any IT environment at UBC.
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Business and Technology Drivers

The ITSM program exists in recognition of the following business and technology drivers:

• Improved customer-facing IT service support and delivery to the UBC user community
• Established metrics on the effectiveness of the delivered service processes
• Integrated workflow across IT and non-IT Service Providers
• Integrated business continuity
• Traceability of incidents and problems from initiation to resolution
• Reduced duplication and minimized redundant costs and effort across multiple IT departments
• Efficient and effective sharing of resources (people & financial) across multiple IT departments
• Integrated workflow across IT Service Providers
• Seamless integration and information exchange  with other UBC systems across campus
• Visible, integrated, reportable data
• Automated and accessible (self-service function, information sharing and broadcasting) service delivery & support