Frameworks

IT Service Management process frameworks are the DNA for IT process maturation at UBC. The frameworks were developed by a consortium of IT groups at UBC. These partners—the Faculty of Arts (Arts ISIT), the Faculty of Medicine (MedIT), the Sauder School of Business (UBC IT at Sauder), the Centre for Teaching Learning and Technology (CTLT), and UBC Information Technology (UBC IT), formed working groups to create and validate common Service Management processes.

It is important to note that no framework is intended as a “how to” or as a manual; rather, they represent the processes that work best in our environment to meet the following common objectives:

  • To create positive customer experiences, ensuring efficient and effective responses and resolutions for end users of IT services;
  • To offer IT services consistently across UBC through the application industry best practices and principles, customized for our organization;
  • To develop a shared understanding of the governance required to support information technology ownership throughout the lifecycle of a service.

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Process Before Technology

ITSM frameworks are technology agnostic. These best practices and processes may be enacted in any IT environment, regardless of the toolset in place. At UBC, any faculty or department that is interested in improving its performance and ability to provide excellent customer service by aligning their processes with other IT service providers at UBC, may use ITSM process frameworks as blueprints for its internal and external actions.

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