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DoIT Common Service Management Framework

The Common Service Management Framework is a set of tasks, templates, checklists, workflows, activity schedules, and other tools for those creating, implementing, and operating DoIT IT services. This framework is for Service Coordinators/Leaders to use to lead their service teams in implementing, managing and decommissioning services consistently across DoIT. The framework is written for those who have service leadership and/or project management experience, and assumes a general understanding of the DoIT terms, processes and procedures.


The Common Service Management Framework provides many benefits to service leadership, service team members, DoIT, and Campus users. These benefits include:

  • Improved standardization, efficiency and reduced operational costs
  • Clearer organizational expectations
  • Better service and customer experience
  • Better understanding of what services are needed and provided
  • Improved collaboration within DoIT and across Campus entities

How Do I Get Started?

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Identify Lifecycle Phase

Are you starting a new service, managing an existing service, or retiring a service? See the Service Lifecycle Phases section for a description of each phase.

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Review Documentation

Documentation has been created for each Service Lifecycle Phase. See the Service Lifecycle Phases section for the relevant documentation for each phase.

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Ask Questions

Reach out to the Working Advisory Group using the link in the Feedback section.

Service Lifecycle Phases

The Common Service Management Framework includes three phases, which follow the life of a service. During the life of a service, changes may happen to the service which are called lifecycle events.


Phase 1 - Service Initiation & Implementation

Service Initiation and Implementation focuses on the steps that need to be taken to initiate a project to create a service, manage it through the project lifecycle process and operationalize it for campus.

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Phase 2 - Service Operations, Review & Continuous Improvement

Service Operations manages activities required to deliver robust, scalable and stable services. Service Review and Continuous Improvement provide ongoing upgrades.

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Phase 3 - Service Decommission

Service Decommission focuses on retiring an existing service, while ensuring minimal impact to the service customers and the campus.

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Framework Ownership & Maintenance

To ensure consistency across DoIT,  ownership of the Common Service Management Framework resides with the Deputy CIO who will be supported by the Executive Advisory Group and the Working Advisory Group.

Executive Advisory Group

Made up of the Core Service Directors and the Enterprise Business Services Director.  Responsibilities include:

  • Socialization and support of the Framework with their departmental staff, and across DoIT
  • Make high level decisions based upon recommendations from the Working Advisory Group
  • Creation of the Working Advisory Group, that is a cross-department team that will be dedicated to the on-going maintenance of the Framework. Appoint appropriate staff as members of this group.
  • Ensure that Service Coordinators have been trained or have the appropriate background or mentorship, prior to being assigned this role.
  • Providing feedback to the Working Advisory Group on a regular basis

Working Advisory Group

Made up of designated Service Coordinators from across the Division.  Responsibilities include:

  • Respond to feedback on the Framework
  • Recommend changes or updates to the Executive Advisory Group
  • Escalate issues to the Executive Advisory Group
  • Respond to questions about the Framework
  • Ensure that the Framework information and documentation on the website is accurate and that all links are valid
  • Provide orientation to the Framework for new Service Coordinators
  • Communication efforts regarding the Framework
  • Host Lunch and Learn sessions
  • Provide regular updates and status reports to the Executive Advisory Group

The Working Advisory Group is responsible for the review and continuous improvement of the Framework. The members will serve a two year term, with staggered start and end dates to ensure knowledge transfer.

Frequently asked questions & glossary of terms

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Frequently asked questions

Browse the FAQ for answers to your questions.

View the CSMF FAQ

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Glossary of terms

Get acquainted with the CSMF terminology.

View the CSMF glossary of terms

Who's Involved

  • Dave Pagenkopf
  • Tamara Walker
  • Abrianna Barca
  • Kristy Bergeron
  • Lauren Bruce
  • Caitlyn Clark
  • Elizabeth Curran
  • Lynnette Gertsner
  • Jenna Klinner
  • Michael Layde
  • Allen Monette
  • Sneha Reddy
  • Lan Shao
  • Jennifer Sutherland
  • Will Crickman

Question & Feedback

The Working Advisory Group meets on the third Tuesday of each month where we will address submissions.

Email WAG with your questions or feedback