IT Service Management

ITSM circular graphic What is IT Service Management?

IT Service Management (ITSM) is a process-based IT management framework intended to align the delivery of IT services with the needs of our customers. ITSM involves a paradigm shift from managing IT as stacks of individual components to focusing on the delivery of end-to-end services using best practice process models.

Purpose and Value for UC Berkeley

The ITSM program at UC Berkeley is committed to regularly assessing and improving IT services and practices to ensure that One IT meets or exceeds our commitments to the campus. Through this program we expect to:
  • Ensure customers understand where to get information and assistance with IT services, and service level satisfaction is high.
  • Incent broad adoption of ITSM principles and practices across campus IT providers.
  • Support  strong cross-departmental collaboration on process standardization.
  • Ensure performance metrics have been established (e.g., incident closure rates), are being tracked, and information exposed through dashboards.
  • Use performance metrics to improve services and inform where Continuous Service Improvement (CSI) resources should be focused.
  • Align IT priorities and effort with those of the campus customers we support.
  • Ensure sustainability of the ITSM processes we have deployed.


Scott Nemes - ITSM Manager in Campus Application and Data / Administrative Applications