IT Service Management

There are many formal definitions of IT Service Management (ITSM), but to put it simply, ITSM aligns operational IT support with organizational goals to provide value to organizations by enabling and improving critical processes and workflows.

Source: AXELOS, ITIL Foundation ITIL 4 Edition (2019)

Resources

  • FitSM – a free and lightweight standards family aimed at enabling effective IT service management in the broadest range of organisations.
  • Michael, Schmidt, Brenner Michael, and Schaaf Thomas. “IT service management frameworks compared–simplifying service portfolio management.” 2019 IFIP/IEEE Symposium on Integrated Network and Service Management (IM). IEEE, 2019.
    • This publication presents a model-based approach to compare ITSM frameworks, to distinguish between the most essential and less essential elements of their process guidance and applies this approach exemplary to the guidance for Service Portfolio Management by ITIL, ISO/IEC 20000, MOF and FitSM.