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Service Delivery Framework

The OIT Service Delivery Framework (SDF) leverages the IT Infrastructure Library (ITIL) for its own IT Services Management (ITSM) approach. The SDF identifies the separation between project artifacts and product artifacts. Not all technical work is a project, but all technical work is related to a product (or solution) provided by the OIT. The framework consists of eleven (11) distinct areas managed by their respective organizational areas in relation to Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement.


The SDF is a living process with a built-in anticipation of continued growth and evolution parallel to the changing industry practices. The following communication mechanisms are available for customers to provide SDF process improvement feedback:

SDF Process Improvement Discussion Forum
When leveraging this internal forum, please use professionalism when posting and creating posts in the spirit of collaboration and cooperation.

OIT & Customer Collaboration Meetings
Please contact the Project Management Office (PMO) if you would like to set up a meeting to discuss any aspect of the framework.

Best Practices

  • Portfolio and Project Practices
  • Business Analysis Practices
  • Development Practices
    • Web Applications
    • Mainframe Applications
  • Data Management Practices
  • Infrastructure Practices
  • Network Practices
  • Quality and Testing Practices
  • Change Management Practices
  • Data Center Management Practices
  • Endpoint Practices
  • Help Desk Practices