Information Technology Service Management (ITSM) is more than a service desk which refers to all the activities, policies and amp; processes. Organizations use it for deploying, managing and amp; improving IT service delivery. Organizations generally use a pre-defined framework of best practices and amp; standard processes to provide a disciplined approach to ITSM implementation. The most famous ITSM framework is the Information Technology Infrastructure Library (ITIL). It was first introduced in the 1980’s through the UK’s Central Computer and amp; Telecommunications Agency, but it is now owned, managed, updated and amp; certified by AXELOS. ITIL is the official publication of the UK Cabinet Office.
Not only ITIL framework, but other frameworks are also documented, around which you can organize ITSM. Here, we are listing Forbes Insights survey through the following chart:
Different types of frameworks and amp; processes
The first thing you have probably noticed is that all of these numbers together add up to more than 100% of the respondents surveyed. It’s because each process and amp; framework satisfies different needs. There are several ITSM frameworks, like ITIL, that offer best practices on what to do as you implement ITSM – such as Microsoft Operations Framework (MOF); Control Objectives for Information and amp; Related Technologies (COBIT); and Business Process Framework (eTom). Inside ITSM, there are also standards for quality management (such as ISO 9000) and amp; information security management (ISO/IEC) that must be met to become certified and remain in compliance. There are software development and delivery best practices – such as DevOps. With organizations having many different subsidiaries, divisions and amp; locations worldwide, it’s easy to see how a business could incorporate several different frameworks, processes and amp; standards into their ITSM platforms to meet different requirements.
The most popular frameworks and processes
Picking through Forbes, these are the ITSM frameworks and amp; processes that are used by the surveyed companies:
- 47% of sites use Information Technology Infrastructure Library (ITIL) for ITSM, that focuses on aligning IT services for business purpose.
- 36% are using Control Objectives for Information and Related Technologies (COBIT), which started in the financial audit community, but has since expanded to add management standards.
- 36% are using Business Process Framework (eTom), which is commonly used by telecom service providers in the telecommunications industry.
- 34% use Microsoft Operations Framework (MOF), which provides another framework for managing the IT life cycle.
The practical use of framework and process ratings
For organizations, it helps to understand that there are choices available to help meet your IT service delivery needs. A list of the more commonly used frameworks and processes is valuable, if for nothing else than to help whittle down your choices as you determine your own ITSM strategy. Wisdom of crowd selects ITSM tools that are informed by what other worldwide companies are doing.
For individuals looking for a career in ITSM or for organizations offering ITSM support, it’s helpful for identifying potential employers or customers to know which frameworks and processes are more popular. For example, it’s known that Microsoft Operations Framework is making itself name as a competing framework, where ITIL is an enormous name in ITSM frameworks.