Our ITIL Journey - Transforming from a Help Desk to a Service Desk

Over a years’ worth of planning comes to a head this summer when the University of New Brunswick transforms from four distinct and mostly independent Help Desk service points on two campuses to a single point of contact Service Desk. Consolidated phone numbers, email addresses, and ITIL-based ticket handling processes will streamline the experience of reporting IT service requests and incidents by faculty, staff, students and visitors. Jeff and Dave present details of this project including their approach to addressing some of their challenges during its lifecycle as well as lessons learned.


Jeff Smith is an Enterprise IT Service Architect at the University of New Brunswick. In this role for the past 3 years, he is advancing ITIL at UNB and various IT service management initiatives such as their new bi-campus Service Desk, framework for a Service Catalog, and Change Management process.

 Dave Ince is the Manager of Service Operations for ITS at the University New Brunswick. Prior to emigrating to Canada in 2010, he worked in higher education in South Korea, and has been in his current role for a little over a year.