IT Service Management (ITSM)

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IT Service Management (ITSM) is the integration of people, process and technology to provide the optimum in the delivery and support of IT services. The de-facto international standard process used for ITSM is the IT Infrastructure Library (ITIL) framework.

In May 2004 QUT embarked on a project to implement the ITIL Framework under the IT Service Management project. Since that time QUT has been progressively introducing ITIL processes across all faculties and divisions. The Incident Management and Problem Management processes were initially implemented, followed by Change Management in 2006. Ongoing compliance is being coordinated by the Service Portfolio Office.

• Implementing ITIL at QUT
• ITIL Process Managers
• Process Reference Guides
• Training
• Self Assessments
• Problem Management
• IT Roadmaps
• Service Disruption Reports

Service Management Framework

The Service Management Framework has been prepared to provide a practical guide for implementing and maintaining ICT services at QUT.

This framework directly links to the work done to date on Problem, Incident and Change Management. It outlines the supporting teams, structure, requirements and reporting required when managing and introducing services at QUT.

Service Management Framework [1.5MB]

For more information please contact Avril Grant, telephone x81053 or email a.grant@qut.edu.au.