Effective management of computer laboratories is crucial for providing seamless services to students, faculty, and staff in a Higher Education Institution (HEI). The researchers investigated the synergistic application of ITIL 4, Process Mining techniques, and Artificial Intelligence (AI) tools within the IT Service Management (ITSM) of an HEI in the Philippines. The focus lied specifically on Incident Management and Service Request Fulfillment on computer labs. By using the data gained from conducting interviews to the HEI’s ITSM staff, analyses such as process mapping, SWOT/TOWS matrix, and gap analysis were performed. Through the combined results of the analysis tools, the researchers were able to determine two areas in the current ITM process that needs improvement: Response Time and Data Management. Following the declared research objectives, an implementation plan was proposed by the researchers. Value Stream Processes for Incident Management and Service Request Management served as the blueprint for said implementation plan, both of which highlights inclusion for Service Desk Operations. The blueprints both highlighted the implementation of ITIL 4 practices and Process Mining with AI, both of which were supported by a review of related literatures. An Action Plan going over the details of the actual feasible implementation such as the project’s description, scope, and scheduling was also proposed. The researchers then made a theoretical conclusion that with an emphasis to response time reduction and user satisfaction, the service desk should serve as the central hub for IT support, and that utilization of SLAs, OLAs, and UCs ensured a standardized approach to service delivery.