IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with the needs of the University, emphasizing benefits to customers. ITSM provides a structure for putting people, processes, and technology together to work proficiently, offer superior services and deliver outstanding customer service. The following principles are strategic in nature and govern the entire ITSM Program to provide consistency across all in-scope UFIT processes and teams. For service management to be effective and efficient, it needs to work as a system.