ICT Service Management

The ITS Division is committed to the adoption of the Information Technology Infrastructure Library (ITIL) standards to provide a framework for delivery of IT services at Monash.

The ITIL framework is:

• a set of best practice guidelines for managing IT services
• a series of publications giving guidance on the provision, processes and facilities needed to support quality IT services
• deliberately non-prescriptive and specifically capable of being adopted and adapted for higher education services
• is used by organisations world-wide to establish and improve capabilities in Service Management

ITS will continue to review and align its processes and services to meet this stated commitment.

IT Service Management - ITSM

"Service Management is a set of specialised organisational capabilities that provide value to customers in the form of services." ITIL Service Transition

ITS Service Management Office drives the alignment of these service management practices through the following processes.

Service Management Processes