What are the service management frameworks for IT?
Formal service management, for an organization, is defined as the specialized internal consultancy for providing value to stakeholders and customers in the form of services (for example, a service management practice). ITSM is defined as the strategic, tactical, and operational approach to managing IT within the organization and delivering IT services to customers.
It is important to note the strategic, tactical, and operational aspects of service management. When organizations start with a formal service management capability (and no matter what framework(s) they adopt), they tend to focus on the operational aspects (for example, incident, problem, change, request, and more). These areas tend to produce efficiency with a relatively quick turnaround (time to market). Though these are important, being operational, they don’t get visibility at the higher leadership levels. Later in this book, we will focus on the need to get...
