ITSM Roadmap

The ITSM Program is a collaborative series of projects and activities within UBC IT, MedIT, Arts ISIT, Sauder LTS, CTLT and Applied Science to develop and implement an IT Service Management framework that can be adopted across IT and non-IT service departments at UBC.

The objectives of the program 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.

Using the ITIL (IT Infrastructure Library) as the foundational framework, IT Service Management includes processes for IT strategy, design, transition, operations and continual service improvement.

Year Milestones
2010 Establish program with IT identified partners
Service Level Management [SLM] Framework v1
Service Catalogue [SC] Framework v1; launch online SC for UBC IT, MedIT, Sauder LTS
Incident Management [IM] Framework v1
2011 ITSM technology platform selection ( SNC)
Phase 1 of SNC to pilot group (IM)
Problem Management [PM] Framework v1; Knowledge Mgmt [KM] Framework v1
SC Framework v2; Request Fulfillment [RF] Framework v1; SLM v2
Configuration Management [CMDB] Framework v1; Change Management [CM] Framework v1
Operational Governance Established
2012 Continual Service Improvement (IM)
Phase 1 of SNC completes (IM, PM, KM)
Phase 2 of SNC starts (RF, SC, SLM)
Phase 3 of SNC starts (CMDB, CM)
2013 Continued Service Improvement
Phase 2 of SNC completes
Phase 3 of SNC completes
2014 Continued Service Improvement