This document discusses HUIT's approach to IT service management using ITIL processes and a service taxonomy. It outlines benefits of adopting ITSM including better alignment of services, improved customer service, and a more service-focused culture. HUIT has taken a phased approach to implementing ITIL processes like incident, change, and problem management and establishing a service taxonomy to bring structure to its services. The presentation reviews lessons learned and outlines plans to further mature processes and tools like a service catalog to enhance user experience.