The Commonwealth Office of Technology (COT) is implementing ITIL - ITSM processes across the organization as a way to improve the delivery of IT services and centralize enterprise-level Service Management processes. The result will be reliable, high-quality, well-managed IT services and the establishment of central ownership and responsibility for IT Service Management within COT.
ITIL Foundation Training and Certification - A 3-day course is based on principles described in ITIL's Service Support and Service Delivery books. The focus of the class is on the process interrelationships and workflows. Completing the Foundation course prepares the student for the examination leading to the Foundation Certificate in IT Infrastructure Library Management. The Foundation Certificate is the starting point for further course work including Practitioner and Service Manager levels of certification.
Service Desk Project - The Service Desk is an important function in any IT service organization. It carries a day to day responsibility for integrating business processes into the ITSM service management infrastructure and not only handles incidents, minor changes and questions, but also provides an interface for other activities.
Change Management Project - The ITSM service management process responsible for the controlling and managing requests to effect changes to the IT infrastructure or any aspect of it services to promote business benefit while minimizing the risk of disruption to services. Change management also controls and manages the implementation of those changes that are subsequently given approval.
Change Advisory Board (CAB) - The CAB is a body that exists to assess changes to the IT environment and assist the prioritization of Requests for Change submitted to Change Management.
Incident Management Project - The ITSM service management process that is responsible for managing unexpected operational events with the primary objective of returning to service to users as quickly as possible.
Release Management Project - The ITSM service management process encompasses the planning, design, build, configuration and testing of hardware and software releases to create a defined set of release components. Release activities also include the planning, preparation, scheduling, training, documentation, distribution and installation of the release to many users and locations. Release Management uses the controlling processes of change and configuration management.
Problem Management Project - The ITSM service management process encompasses Problem Control, Error Control, and the production of Management Information. Problem management is a process that identifies the root cause of defects, actual and potential. The primary objective is to make sure services are stable, timely, and accurate and that problems neither occur nor recur.
Configuration Management Project - The process of planning for, identifying, controlling and verifying the configuration Items needed to provide a service, recording and reporting their status and, in support of change management, accessing the potential IT impact of changing those items.
Service level Management Project - The Service Level Management (SLM) process is responsible for ensuring Service Level Agreements (SLA) and the underpinning Operational Level Agreements (OLA) or contracts are met, and for ensuring that any adverse impact on service quality is kept to a minimum.
Official OGC ITIL Website 
IT Service Management Foundation