Information Services Division


IT Service Management

IT Service Management (ITSM) is a process based approach to align the delivery of IT services with the needs of the organisation. In ISD, we use the 'best practice' framework ITIL® as a basis for how we manage IT delivery and to aid in the implementation of IT Service Management.


The IT Infrastructure Library ® (ITIL) provides a framework of best practice for IT service management. ITIL was originally developed in the 1980s by the Cabinet Office (formerly UK Office of Government and Commerce (OGC)). It has become recognised and used world-wide, focusing on the delivery and support of IT services appropriate to the business needs of the organisation.

ITIL life cycle diagram…

ITIL® covers the full service lifecycle – Service Design, Transition and Operation, underpinned by Service Strategy. Continual Service Improvement embraces all the other lifecycle phases. ITIL has already been adopted by many Russell Group universities, including Manchester, Birmingham, Cardiff, Imperial and LSE. 

ITIL describes the practices for Service Management required to manage a portfolio of services both technical and business related.

The three key objectives of Service Management are:

  • To align IT services with the current and future needs of the business and its customers
  • To improve the quality of the IT services delivered
  • To reduce the long term cost of service provision

The ITIL philosophy adopts a process driven approach which is scalable to fit both large and small IT organisations. It considers Service Management to consist of a number of closely related and highly integrated and robust processes.

"ITIL® is a Registered Trade Mark of the Cabinet Office"