IT Service Management

The Information Technology Infrastructure Library (ITIL) is the most widely accepted approach to IT service management (ITSM) in the world. ITIL provides a cohesive set of best practices, drawn from the public and private sectors internationally. A set of best practice publications for IT service management ITIL gives guidance on the provision of quality IT services and the process, functions and other capabilities needed to support them. The Core portfolio is comprised of five manuals, each a key phase/stage of the Service Lifecycle:

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

IT Service Management (ITSM) at Emory

Information technology staff combine ITSM industry best practices with the wealth of knowledge that already exists at Emory. The Service Management Competency Center (SMCC) leverages a cross-functional management group for the delivery of all related Emory ITSM activities. The management group consists of SMCC representatives from across campus and a Steering Body sponsored by the Deputy CIO of the Office of Information Technology (OIT).