Client: University Canada West (UCW), Vancouver

Industry: Education

Overview

The IT department at University Canada West (UCW) sought to improve its operational efficiency and compliance by adopting ITIL-aligned frameworks for IT processes. BTB Consulting was engaged to design, document, and implement standardized IT process frameworks to address operational challenges and enhance governance, compliance, and service delivery.

Objectives

• Standardize Processes: Create a unified framework for IT operations, service management, and project management.
• Enhance Communication: Enable effective knowledge transfer and collaboration through well-structured documentation.
• Improve Efficiency: Identify and address pain points to streamline workflows.
• Ensure Compliance: Align processes with regulatory requirements and industry best practices.
• Promote Continuous Improvement: Establish a system for ongoing process refinement based on feedback and technological advancements.

   

Approach

BTB Consulting utilized a phased methodology to achieve UCW’s objectives:

Discovery Phase

• Conducted interviews with IT staff to identify documentation needs and gaps.
• Reviewed existing records and created a prioritized backlog.
• Collaborated with subject matter experts (SMEs) to prepare a detailed project plan.

   

Design Phase

• Mapped “As-Is” workflows to identify inefficiencies and improvement opportunities.
• Designed “To-Be” processes based on ITIL principles and industry benchmarks.
• Defined Service Level Agreements (SLAs) and key process metrics.
• Assigned process ownership and aligned designs with SMEs and IT leadership.

   

Implementation Phase

• Delivered standardized templates for process documentation.
• Conducted awareness sessions to ensure stakeholder alignment.
• Uploaded finalized documents to the IT SharePoint site for accessibility.
• Scale and Improve
• Explored automation opportunities to enhance adoption and retention.
• Established a framework for periodic reviews and iterative process improvement.

   

Key Deliverables

The project spanned three phases and prioritized 48 processes in Information Technology (IT) and Information Security (IS)  that were documented based on ITIL, NIST and ISO27001 standards. Key deliverables included:

• Policy and Procedure Frameworks:
• Governance models
• Processes were developed up to level 4
• Training and awareness

   

Results

• Operational Efficiency: The adoption of ITIL and NIST frameworks resulted in a 40% reduction in process inefficiencies.
• Enhanced Governance: Clear ownership and documentation improved compliance with regulatory and institutional standards.
• Improved Collaboration: The centralized SharePoint repository facilitated knowledge sharing across departments.
• Scalability: The framework was designed to adapt to future technological and organizational changes.

   

Why Choose BTB Consulting?

This project showcases BTB Consulting’s expertise in designing and implementing ITIL, NIST-aligned process frameworks. By leveraging industry best practices and collaborative methodologies, we empower organizations like UCW to optimize operations, improve compliance, and deliver value through IT services.