A large school district based in the United States began their IT Service Management (ITSM) journey about five years ago. They did not have any formal process in place at that time, yet were supporting over 7000 computers on a network covering 450 square miles. The business realized they had a growing investment in IT assets and needed to bring in an IT director to help improve the support and infrastructure maintenance situation. The service management changes were driven by IT evaluating the current state and taking a continuous improvement focus.