Information technology service management is the practice of managing an IT infrastructure by employing a service-oriented perspective. A best practice framework known as ITIL offers guidelines on how to manage an IT portfolio by viewing it as a collection of services that provide value to customers. ITIL orients its guidance around the lifecycle of a service beginning with conceiving a strategy, followed by designing the service, and subsequently transitioning the service into an operational mode.

OK; our "ITSM Book" is starting to take shape. Thanks to Shawn, our student worker, we now have a Drupal website set up to help Universities talk with one another about IT Best Practices! If you're interested, you can see the (beginnings of) content that we've already got up! So far we've created...