What is ITSM

ITSM stands for Information Technology Service Management.  Service Management, at its heart, is about optimizing the processes that an organization uses to deliver a service to customers.  ITSM is a people program, supported by processes and tools; not processes and tools supported by people.

What We Do

The purpose of the IT Service Management Office (ITSMO) is to improve the quality, effectiveness and efficiency of delivering IT services to the UCSF community by leveraging accepted industry best practices such as ITIL® and Lean IT

Our mission is to help make people and processes within our organization more effective, and then provide the tools and technology to make us more efficient.

Our goal is to develop and maintain the portfolio of processes that support best practices in ITSM appropriate to our environment (fit for purpose / fit for use) by:

  • 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 through training, coaching, and communications
The ITSM Roadmap provides a high-level summary of what we are currently focused on and what is planned for the future.

Contact Us

To learn more about what we do, please contact the IT Service Desk at 415-514-4100, to request a consultation from the ITSM team.