Office of Information Technology

IT Service Management Program (ITSMP)

The Office of Information Technology (OIT) vision for the IT Service Management Program
is to improve customer and user satisfaction, organizational effectiveness, and operational
efficiency through the adoption of consistent, streamlined processes in association with
organizational culture change. ITIL (Information Technology Infrastructure Library) is the most
widely accepted approach to IT Service Management (ITSM) worldwide. ITIL best practices
help in developing an efficient, effective, and economic framework for successfully managing IT
resources. With ITIL's innovative approach, best practices become good practices.

OIT has recently completed initial process improvement phases for incident management and
a business IT service catalog using ITIL as a framework. Ongoing ITSM projects/process
improvements include knowledge management and change management. Process improvements
with service level management (SLM) and Problem Management are planned for the near future.

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