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 actively uses or is implementing the following practices as part of its IT Service Management program:

• Service Request Management
• Incident Management
• Problem Management
• Change Management
• Release Management
• 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