The Office of the CIO vision for the IT Service Management Program is to improve customer 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. The Office of the Chief Information Officer (CIO) has selected ITIL to allow for development of consistent processes to serve the increasing needs of the University community.

The most current version of ITIL (v3) consists of five core books (Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement) which focus on a lifecycle approach to service management. Each ITIL book covers an ITIL Service Management lifecycle phase.

Be sure to refer to the ITIL Basics guide for a brief description of the phases and basic terminology definitions.