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IT Service Management

IT Service Management is a set of processes that work together in managing our services. They help us address items like system changes, problem investigations, incidents, end user questions and knowledge management in a consistent and repeatable way.


At ITS, Service Management is carried out through the following processes:

  • Configuration Management:
    Configuration Management is the process of planning for, identifying, controlling and verifying the Configurations Items (CIs) within a service, recording their status and, in support of Change Management, assessing the potential IT impact of changing those items. More on Configuration Management >>

  • Capacity Management:
    Capacity Management is the Process responsible for ensuring that the Capacity of IT Services and the IT Infrastructure is able to deliver agreed Service Level Targets in a Cost Effective and timely manner. More on Capacity Management >>

  • Incident Management:
    Incident Management is the process for handling all incidents; this can include failures, degradation of service or questions reported by users, by technical staff, or automatically detected and reported by event monitoring tools. More on Incident Management >>

  • Problem Management:
    Problem Management is the process for detecting and analyzing issues that require root cause analysis with a goal of preventing, eliminating, or minimizing the impact of incidents. More on Problem Management >>

  • Change Management:
    Change Management is responsible for managing changes to be made to ITS Services and the constituent components of the services. More on Change Management >>

  • Knowledge Management:
    Knowledge Management is the process through which information is generated and shared with ITS staff when they respond to and resolve incidents. More on Knowledge Management >>

Process Managers

Process Managers design Service Management processes and define process metrics for the organization. Our process managers are:


ITSM is a suite of tools that support our Service Management processes.

Additional Tools