IT Service Management

IT Service Management (ITSM) is a set of specialized organizational IT capabilities for providing value to customers in the form of IT services. 

At Emory we have adopted the use of the ITIL framework where it has made sense although we have not rolled out every process covered under ITIL we have operationalized a number of them including: Incident Management, Change Management, Knowledge Management, Request fulfillment and more. 

We continually receive feedback and work on improving ITSM processes to meet user’s requirement as prioritized by the governance structure. The IT Service Management team plays a key role in the governance of ITSM at Emory, to learn more about the governance group, the Service Management Competency Center (SMCC), please visit smcc.emory.edu.

Key Features and Benefits

  • ITSM Process Definition and Improvement
  • Ongoing Process Management - Ownership and Coordination
  • ITSM Reporting Assistance
  • ITSM Consulting and Facilitation
  • ITSM Training, consisting of General ITSM Awareness, Process and Procedures at Emory and ServiceNow Application Training