Wikipedia defines IT Service Management
as:
- a discipline for managing large-scale information
technology (IT) systems, philosophically centered on the
customer's perspective of IT's contribution to the
business.
The primary objective of ITSM is to ensure that IT
services are aligned to business needs. Another objective is
to continually improve the quality, cost, and delivery of IT services to
meet business demands.
The Office of Government Commerce in the UK built a
framework for ITSM called the IT Infrastructure Library (ITIL). ITIL has become a
de-facto standard globally over the last two decades. ITIL
is being refreshed in 2007 with release dates sometime in the middle of
the year. Other related standards and frameworks are Microsoft
Operations Framework (MOF), Control Objectives for Information and
related Technology (COBIT), Capability Maturity Model (CMM), and ISO
20000.
The International Standards Organisation
published the service management standard ISO/IEC 20000 in 2005 which is
based on British Standard BS 15000. |
