The University of Oxford and ITIL Case Study

• Best practice, Collaboration, Frameworks, IT service management (ITSM), IT services, ITIL 4, Roles, Service management, Value

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The University of Oxford’s IT Services is responsible for a prodigious number of IT services. In 2015, the SMO realized that they were too project-focused, where they should have been service-oriented. The new SMO leader, Andrew Dixon, used ITIL^® 4 to help evolve the team and their ways of working. This case study explains how.