The ITSM Program is a collaborative series of projects and activities to develop and implement an IT Service Management framework that can be adopted across IT and non-IT service departments at UCSF.
Using ITIL® as the foundational framework, IT Service Management focuses on the entire lifecycle of a service, including strategy, design, transition, operation, and continual service improvement.
| Year | Milestone |
|---|---|
| 2012 |
Incident Management [IM]
Change Management [CM]
ITSM technology platform implementation (ServiceNow)
|
| 2013 |
Knowledge Management [KM] P1 (Service Desk)
Service Asset & Configuration Management [SACM] P1 (Assets: Computer, Printers)
Software Development Lifecycle [SDLC]
|
| 2014 |
SACM P2 (CMDB Clases: Applications, Server, Storage, Network Gear)
Problem Management [PM] P1 (Reactive PM)
Continual Service Improvement [CSI] for CM
|
| 2015 |
CSI Lean
Service Level Management [SLM] (Global SLT for Incidents)
SACM P3 (Database)
CSI for SACM P2
IT Service Continuity P1 (Governance, BIA)
|
| 2016 |
ITSM Analytics (IM, SLM Metrics)
Service Catalog [SC]
KM P2 (All of IT)
SACM P4 (Discovery)
Enterprise Service Request Portal
|
| 2017 |
SACM P5
KM P3 (Self Service)
|