Focus on Fundamentals of IT Service Management

 Focus on Fundamentals of IT Service ManagmentIT Service Management (ITSM) is a process-based IT management framework intended to align the delivery of IT services with the needs of our customers. Our ITSM program will focus on delivering high value, high quality, and consistent services to our campus community. The primary approach is to align IT services through the adoption of industry best practices. These practices include standardizing on key service functions (e.g., incident management, service request), as well as service governance, service portfolio management, knowledge management, and continuous service improvement strategy.

Projects we are working on in support of this action item:

In Progress

Completed Projects

2014 | 2015

Project Name & Sponsor

Value to Campus

Milestones & Additional Info


Dave Browne, Director, IST-Infrastructure Services

Provides CSS Service Desk and IT management an overall picture of the health of campus IT systems and services. Greatly reduces time to resolution in system-wide outages.


  • Nov. 2013 - Sysadmin hired
  • Feb. 2014 - GroundWorks development environment built
  • Oct. 2014 - GroundWorks production environment built

In Progress

  • March 2016 - Entire campus network along with VM's centrally monitored (complete). Added scope - fine tune threshholds and align with SN SLAs.
  • June 2016 - Obtain list of IT services (Active Dir, CalMessages, CalNet, SharePoint, UC Backup, xMatters, GW, Infrastructure Mgmt, Berkeley Web Pages), CalAthletics (50 VMs)up arrow

IT Portfolio Management

Liz Marsh, Director, Strategic Initiatives and Chief of Staff

Strengthen project and portfolio management practices to enable the governance model and successfully deliver IT projects.

1) Update the campus PM methodology in partnership with OEPO, SAIT PMO, ETS and CBO PMs.

2) Manage IT projects more rigorously as a portfolio.

3) Develop a campus IT Project Management Policy to help ensure that campus IT projects meet these objectives by establishing a common and consistent set of project management (PM) best practices to reduce project risks and increase project successes.

1) Ongoing - Updating the campus PM methodology is an ongoing activity.

2) June 2015 - We track IST projects and work activities which are collected and reported on regularly. We are planning to add ITLG projects to the portfolio as part of the IT Operating Model initiative.

3) IT Project Management Policy Developed:

  • Spring-Fall 2015: draft policy circulated to campus community and IT governance committees for feedback.
  • Dec. 2015: IT PM Policy approved by ITEC
  • Jan.-March 2016 - formal campus comment period.
  • Jan. 2017 - PM Policy takes effect.

up arrowTechnology Program Office

IT Service Management Strategy and Foundation

Liz Marsh, Director, Strategic Initiatives and Chief of Staff

Improve the management of campus IT services through the development and implementation of ITIL-based processes and tools.

  • March 2016 - Develop an ITSM Roadmap for IT at Berkeley. An initial roadmap was vetted and shared with Berkeley IT in June 2015. The strategy will be refined and roadmap finalized in March 2016.
  • March 2016 - Define the IT Service Portfolio, develop and rationalize IT service definitions and create the Service Catalog development for in scope units (CSS IT, ETS, IST, SAIT).
  • March 2016 - Assess current IT Knowledge Base Maturity and Develop an Implementation Roadmap for in scope units (CSS IT, ETS, IST, SAIT).

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Incident Management and Service Request

Jerry Yerardi, Director, Campus Shared Services IT

Improve overall customer response and quality of resolution for IT support requests through the the implementation of Incident and Service requests processes in ServiceNow. Go Live Milestones Completed and Upcoming Partners:
  • Aug. 2014 - ServiceNow implemented for CSS IT and Haas School of Business.
  • Apr. 2015 - Production Control Shared Service Center (PCSSC)
  • Aug. 2015 - Endpoint Engineering and Infrastructure (EEI) and Software Central for Incident Management and Service Request, and CSS IT for Service Request
  • Sept. 2015 - Imagine, Business Continuity, and CalMail Queues
  • Oct. 2015 - Enterprise Data Warehouse, COMET, and IST Billing
  • Nov. 2015 - SAIT, EIS, ETS-CalCentral, and SIS plus Campus Shared Services HR/APS
  • Dec. 2015 - IST’s Backup and Storage Groups
  • March 2016 - Estimated project completion

About ServiceNowup arrow

ServiceNow for Telecommunications

Michael Green, Director, Telecommunications

Improved service delivery, business process consistency and metrics for the campus Voice and Network services.

July 2015 - Complete ServiceNow / Pinnacle integration. Voice upgrade is completed, currently working on data upgrade. This upgraded service allows for Telecommunications to track the quality of service to customers and provides metrics.

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Dave Browne, Director, IST-Infrastructure Services

Automated, two-way communication system for use with critical services and operations.  Our goal is to migrate from an on-premise solution to the cloud.
  • Dec. 2015 - Integration with Control M (Email Functionality), Integration with IT Monitoring Systems (ITOC/SCOM/Nagios).
  • Feb. 2016 - Integration with ServiceNow.
  • 2016 - Migrate service to vendor cloud.

Contact: xmatters@lists.berkeley.eduup arrow