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This document looks at the approach to quality management systems with regard to implementing 'best practice' and IT standardisation within the IT Division of Vhi Healthcare. The IT Service Management (ITSM) process orientated approach was initiated to ensure that the IT Division can provide 'best practice and best in class systems' in order for the organisation to achieve their corporate objectives. It is evident that the implementation of 'best practice' and IT process improvement standards will lead to customer satisfaction and cost containment. The processes involved with the ITSM methodology will address the issues which have been identified within the IT Division and restore user confidence in the service being provided. This research concludes that to achieve business effectiveness through the efficient use of IT, 'best practice' and standards must be implemented in alignment with the business objectives of the organisation.
