Service Management Office

IT Service Management banner


Who We Are

Using industry best practice frameworks, the IT Service Management Office (SMO) seeks to establish and grow a service provider culture for WashU IT, enabling us to deliver outcomes that bring value to our customers.

What We Do

Activities of the IT Service Management Office include:

  • Measure business value and health of our service offerings
  • Facilitate WashU IT manager and service owner adoption of core ITSM competencies and accountabilities
  • Provide stewardship for the creation and maintenance of key ITSM reference materials/assets
IT service management (ITSM) refers to the activities that are performed by an organization to design, plan, deliver, operate and support IT services offered to customers. ITSM is characterized by adopting a process-based approach towards management, focusing on customer needs rather than IT systems, and stressing continual improvement. The SMO uses the ITIL framework as the foundation of its service management practice.

The IT Infrastructure Library (ITIL) is a library of volumes describing a framework of best practices for delivering IT services. ITIL’s systematic approach can help organizations manage risk, strengthen customer relations, establish cost-effective practices, and build a stable IT environment that allows for growth, scale and change.

For more information regarding the ITIL framework, visit the AXELOS website.

The IT Service Management Office provides stewardship for the following ITSM areas:

  • Service Value Chain (lifecycle)
  • Incident management
  • Change management
  • Knowledge management
  • Service Asset and Configuration management
  • Service and process metrics



Contact us at