Current Projects
Incident, Problem, Knowledge Management (Spring 2011 - Fall 2012)
Implementation of the Incident Management Framework and Service-now.com (SNC) technology platform. Matured over time with the implementation of problem and knowledge management processes and functionality.
Request Fulfillment & Service Catalogue (Spring 2011 - Fall 2012)
Implementation of the Request Fulfillment Framework with end to end service request workflow design & automation for Service Catalogue and implementation of the SNC Self-Service Portal.
CMDB & Change Management (Spring 2011 - Fall 2012)
Design and development of a configuration management database in the SNC technology platform to support change and incident management processes. /p>
Completed Projects
ITSM Toolset Selection (September 2010 – March 2011)
The ITSM Toolset Selection project will gather and align requirements, and select a vendor for multiple ITSM processes including Service Catalogue, and transition and operations processes. While processes must drive use of the tool, it is the tool that will support the establishment and automation of the processes enabling teams to be more efficient in delivering and supporting Services.
Incident Management Framework (May 2010 – January 2011)
Initial rollout of the framework takes place over the fall and winter within each team, and at each teams' own pace and scope. Completion of the framework rollout will align with the implementation of the Incident Management tool by identified groups.
Service Catalogue Pilot Implementation (June 2010 – December 2010)
Initial rollout of the framework takes place within three pilot groups: UBC IT, Sauder LTS and Med IT. The three new SC websites with a common look and feel, and common service categorization will be launched December 17, 2010.
Incident Management Framework (August 2010)
Incident Management Framework outlines the policies and principles for process best practice. Outputs include an incident prioritization matrix, categorization schema and escalation policies and principles.
Service Level Management Framework (July 2010)
The Service Level Management Framework outlines principles with respect to service definition, measurement and accountability, and defines the key process activities to developing a Service Level Commitment (SLC). The framework and SLC templates were developed for a UBC IT initiative, and are now available for reference and adoption for other ITSM Partners.
Service Catalogue Framework (May 2010)
The SC Framework differentiates between the business and technical catalogue and their attributes, and provides a reference for a common categorization of services and the principles of Service Ownership.
