We have heard of the convergence of technologies. This of course has implications on the frameworks that support the technology in the process, people, technology triade. The below is therefore only a shadow image of the ever moving IT service management arena.

IT Service Management is about people, processes and IT. It is about moving the IT department from the department of no to an area that recognizes customers and what brings them value – whether in a more organisation or as a network of deliveries
An often used framework for IT Service Management is ITIL, the IT Infrastructure Library. I would argue that it currently is the most used framework in the IT industry for IT Service Management and IT Operations. It has the obvious advantage that it enables that people have the somewhat same understanding of different concepts when making conversation.

However, there is an interesting change from ITILv2 to ITILv3. ITILv2 was described as best practice, where ITILv3 was described as good practice. Skeptics, including my favorite the IT skeptic, though do not see ITILv2 as best practice.

The following is a non-exhaustive list of different frameworks and differences

ITIL Framework

IT Service Management Frameworks

Many other frameworks than ITIL for IT Service Management exist. The table shows some of the current other frameworks.

Area Description
ITIL IT Infrastructure Library: A set of processes that focusing on aligning IT with business
MOF Microsoft Operation Framework: A framework for operating IT reliably and cost-effective. Similarly Microsoft also uses the Microsoft Solution Framework to deliver IT.
Devops A combination of development and operations including processes, especially focusing on the difficult transtion from development to operation. There is no exact framework (yet?)
OMBOK Operations Management Book of Knowledge is a general operations management framework which can be used for some part of the IT Service Management. The entire book is free for download
BSM Basic Service Management is IT-skeptic’s framework on how to manage your IT organization

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