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Introduction
This article provides an overview of the System Office’s IT Service Management (ITSM) processes, which guide how IT teams deliver, support, and improve technology services across the enterprise. ITSM is a structured approach to managing IT services using defined practices that ensure consistency, reliability, and alignment with organizational needs.
The article includes:
- A link to the documented ITIL-based processes covering Incident Management, Major Incident Management, Problem Management, Change Management, and Disaster Recovery.
- A high‑level visual correlation showing how these processes connect within the broader service management framework.
The Facts
The IT Service Management (ITSM) framework defines how the System Office delivers, supports, and continuously improves technology services across the enterprise. ITSM provides a structured, repeatable approach to managing IT operations through established processes that ensure consistency, reliability, and alignment with organizational needs. This article centralizes our documented ITIL‑based processes and provides a high‑level correlation of how these processes interact within the broader service management ecosystem.
Processes Supported by the System Office
- Incident Management — Restoring normal service operations as quickly as possible
- Major Incident Management — Coordinating rapid response for high‑impact incidents
- Problem Management — Identifying and addressing root causes to prevent recurrence
- Change Management — Ensuring changes are planned, approved, and implemented safely
- Knowledge Management — — Ensuring information is captured, organized, and accessible to support consistent service delivery
- Disaster Recovery — Maintaining continuity and restoring critical services after major disruptions
Documented Processes
Current ITIL processes including Incident Management, Major Incident Management, Problem Management, Change Management and Disaster Recovery are detailed in this IM-MIM-PM-CR-DR Word document.
A visual overview of how these processes connect is available in this High Level Correlation of Processes Word document.