An IT management system (ISO/IEC 20000:2018)

Service management is the management system that enables any service provider to manage and deliver services that have value efficiently and effectively. A management system is defined as the activities, governance, and resources necessary to manage the organization’s ability to deliver products or services that meet the needs of its stakeholders and deliver value. It is important to recognize the concept of ITSM as a framework for managing services (service management) versus a standard or a methodology or a movement. However, as the ITSM guidance has matured, there are several standards, methodologies, and movements that have contributed to the guidance available. The very mention of the framework implies that there is more than one way to apply it and experience success, which also means there is more than one way to apply it and experience failure. This statement alone should give us all pause, presuming success is desired. The...