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IT Service Management Program

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The purpose of the IT Service Management Program is to ensure that the right service management practices are in place to enable IT to meet its goals while using resources, processes, and tools optimally. 

It's a strategic approach to: 
• Design, deliver, manage, and improve services 
• Support individuals who manage them

An IT Service Management (ITSM) program is a strategic approach towards managing your IT department and its operations. ITSM can help with design, delivery, management and improvement of information technology services and support individuals who are managing services. It creates better alignment between business needs and IT services, delivers more predictable IT performance and costs, and contributes to continual improvement of IT effectiveness and capabilities. Orderly and well-managed IT processes enable organizations to spend less time on firefighting and more time on strategic initiatives.

CIT is currently focusing on the implementing and improving aspects of IT Service Management in tandem with the implementation of the new TeamDynamix system:

  • Incident Management
  • Problem Management
  • Service Request Management
  • Change Control
  • Service Catalog Management
  • Portfolio Management
  • Service Level Management
  • Service Continuity Management (Disaster Recovery and Business Continuity)
  • Knowledge Management
  • IT Asset Management and Service Configuration Management

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