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IT Service Management (ITSM)


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.  



Stop Calling ITIL Best Practice

Author: Anonymous -- ITSkeptic

Abstract:  This is an opinion piece.  The author defines for us the various views of what 'best practice' is and provides his/her own argument why ITIL is not "best" practice.  The author describes how using this improper language sets inappropriate expectations in the minds of executives.


Source: -- Insight into IT Service Management, 29 September 2006,  accessed on 27 January 2007

Implementing ITIL: Some Common Errors

Author: Beverly Wileman-Pratt

Abstract:  The author reviews nine common problems that organisations have when implementing ITIL.


Source:, September 30 2004, accessed on 27 January 2007


Additional Information

IT Service Management Forum New Zealand  
IT Infrastructure Library (ITIL) OGC website  
ITSM Portal: a community of practice  
ISO 20000 Central -- International standard for IT Service Management  

In this section, there are links to specific subject matter knowledge, ideas, and thoughts available in the public domain.  Techne Consulting provides these resources for your reading convenience and does not sponsor any of the authors or organisations or warranty any of the material contained therein.

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Last modified: 04-Feb-2007