ITSM Framework

IT service management (ITSM) consists of the activities, tools, processes, and policies that businesses and other organizations use to deliver IT services. Although many of the best practices and models used to deliver IT services are starting to extend to other departments, (such as HR and finance), IT remains the most dominant use case for service management frameworks.

ITSM Involves:

1. The techniques, tools and processes by which IT departments support and empower their environment to deliver business services

2. The framework by which the efficiency and value of IT services is measured

3. Help for Agile and Waterfall DevOps integration

4. Engineering and operations domain assistance

5. Applicable to pre-production and production environments

ITSM emphasizes a process-led approach. This process consists of a collection of best practices and is called a framework. The ITSM framework focuses on services rather than systems – unlike other IT disciplines such as network management, which focus more on technology.

The ITSM framework refers to the collective processes and practices required to manage and support Information Technology services. The ITSM framework supports the full spectrum of IT services - right from the network, applications and full business services, in a vendor-independent manner. Several ITSM frameworks and standards such as ITIL, IT4IT, eTOM or COBIT contribute to defining standard operations techniques and support services within the enterprise while providing value and efficiency gains to the IT operations team.

Along with frameworks such as DevOps, Lean and Control Objectives for Information and Related Technologies (COBIT), the most popular and widely used ITSM framework is called ITIL (Information Technology Infrastructure Library). ITIL aims to improve IT delivery to support various business objectives.