The practice of service management is a growth area for libraries and archives, particularly for the support and sustainability of open source repository solutions and their allied applications in the digital library ecosystem. Opportunities exist to leverage practices from IT service management as well as Agile methodologies, to craft effective and innovative service frameworks we can use to support digital library applications and most importantly, our users. A good service framework also positions us to bring key value as collaborators, enabling us to work effectively with software development teams. Using Spotlight at Stanford as a service management use case, we’ll explore the inner workings of an institutional service team: our initial challenges, what it took to get us up and running effectively, our goal-setting process, our accomplishments to date, and our future aspirations. We’ll also discuss the process we undertook to help establish a Spotlight Service Community with a core group of institutional partners, and summarize the progress that has been made thus far in our first year.