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IT Service Management Overview


IT Service Management (ITSM) is the capability responsible for providing and supporting the information technology services used throughout the University.   

Capabilities, Benefits and Key Features

  • The purpose of IT Service Management is to standardize processes used to provide technology services to minimize cost and maximize value to the customer.
  • Processes currently provided by the IT Service Management capability include:
    • Incident Management: Fixing issues that negatively impact use of IT (Information Technology) services
    • Request Fulfillment: Answering “how-to” questions, and fulfilling small, repeatable, low-risk requests that clients ask of IT
    • Service Catalog: Describing and detailing the IT services provided to the University
    • Release and Deployment Management (Currently referred to as “Change Management”): Minimizing the risk that changes made to IT services have negative impact on clients
    • Knowledge Management: The process of ensuring that information is stored and shared with people who need to have it; one tangible outcome is the Knowledge Base, containing end-user support articles

Who may use it?

  • All students, faculty, staff, and other constituents consume our IT Service Management capabilities when interacting with the IT Services division, though this is largely transparent to the client
  • IT Services staff consume and support the IT Service Management service directly in the course of normal business

Who does use it?

  • Any student, faculty, staff, and other constituent interacting with the IT Services division (e.g. calling the Service Desk for assistance)
  • All IT Services divisional staff


  • No; IT Service Management is integrated into the cost of the IT Services division doing business

How do I get started?

  • Clients seeking the benefits provided by IT Service Management should contact IT Help

What is our commitment?

  • IT Services is committed to delivering high-performance, reliable services that meet Miami’s needs, and to help clients consume those services.

Updated: 5/21/15