IT Service Management

IT Service Management (ITSM), at its core, is about delivering value to the consumers of IT services. It concerns the management of the planning, delivery, operations, and control of IT services, with a goal of meeting the needs of service consumers. At VCU, we have adopted the ITIL framework to facilitate this value delivery.

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What is ITIL?

In short, ITIL is a framework for best practices for Information Technology. This is accomplished through the alignment of IT Services with business needs. ITIL is a non-prescriptive framework that describes processes, rather than methods, of IT Service Management. ITIL is the industry standard for IT Service Management (ITSM).

ITIL consists of five lifecycle stages:

1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service Improvement