Vision
The ITSM Vision: To have an established IT Service Management framework across UBC that emphasizes quality of service delivery and focuses on the relationship with the customer.
Objectives
The 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.
Critical Success Factors
CSF 1 All IT resources clearly understand and embrace the service management processes and using them in their day to day operational and maintenance activities as appropriate.
- Five work streams have been established on the ITSM roadmap: one of which is organizational change management to identify key training requirements
- Continuous Service Improvement is also an ITIL practice that will be implemented to monitor and, if necessary, modify processes to ensure best fit
CSF 2 IT Governance must be established to keep the focus on this enterprise initiative for service management.
- Five work streams have been established on the ITSM roadmap: one of which is ITSM as a management discipline. Key deliverables will include identification of process owners and establishment of operational governance structures
CSF 3 Participating IT stakeholders must be able to reach consensus on the processes and tools in a timely fashion.
- Established governance structures (CSF 2) and clear project objectives will be in place to ensure objectivity while making decisions
- Dependencies will be clearly identified so that consequences of delays are apparent and managed
- Processes and tools will be developed and selected to support common practices while accommodating unique operational needs
