Governance bodies
University of Waterloo Atlassian governance consists of two committees, ITSM Operations and ITSM Steering.
IT Service Management Operations (ITSM)
Chair
- Theepiga Sritharan, IST Client Services, Manager, Service Desks
Membership
- IST Client Services, Manager,Service Desks
- Faculty Representative, School of Computer Science, Information Technology Specialist
- Faculty Representative, Science Computing Office,Client Services Manager
- Library, Information Technology & Facilities Services Manager
- IST Client Services, Project Management Office Manager
- IST Client Services, Customer Relations and Support Manager
- IST Client Services, Atlassian Administrators
IT Service Management Steering
Chair
IST Client Services Director
Membership
- IST Client Services Director
- IST Client Services, Customer Relations and Support Manager
- IST Client Services, Service Desks Manager
- IST Instructional Technologies and Media Services Director
- IST Information Security Services Director
- Faculty Representative, Mapping, Analysis & Design (MAD) Director
- Associate Director, Financial Controls & Systems
IT Service Management Operations liaison
- IST Client Services, Manager, Services Desks
Terms of Reference
The ITSM Operations Committee is an IST-led committee whose primary responsibility is to address various operational matters pertaining to ITSM best practices, changes, and improvements to ITSM tools (Atlassian products), and requests related to Atlassian/ITSM services at the University of Waterloo.
The committee can act in an advisory capacity to the ITSM Steering Committee. The ITSM Operations Committee is a forum in which its members can seek the advice of their colleagues on various matters within the scope of its mandate. The committee operates by consensus or by majority vote in instances where consensus cannot be reached.
New service and/or change requests are received via the Organizational Atlassian Change Request form.
This can include:
- Supporting new Atlassian Products
- Reviewing change requests from the campus community
- Reviewing Atlassian updates that will affect UWaterloo
The ITSM Steering Committee is a resource for escalations, budget discussions, approvals (as needed), and to assist with roadblocks.