It is thus concerned with the implementation of IT services that meet customers’ needs, and it is performed by the IT service provider through an appropriate mix of people, process and information technology. As a discipline, ITSM has ties and common interests with other IT and general management approaches, itil service operations management pdf. Consequently, IT service management frameworks have been influenced by other standards and adopted concepts from them, e.
The main goal of the itSMF is to foster the exchange of experiences and ideas between users of ITSM frameworks. To this end, national itSMF chapters organize conferences and workshops. Some of them also contribute to the translations of ITSM framework documents into their respective languages or publish own ITSM guides. There are several certifications for service management like ITIL foundation 2011. The current version of the ITIL framework is the 2011 edition. Since ITIL V3, the various ITIL processes are grouped into five stages of the service lifecycle: service strategy, service design, service transition, service operation and continual service improvement.
IT Governance framework that specifies control objectives, metrics and maturity models. Recent versions have aligned the naming of select control objectives to established ITSM process names. It contains several parts, including e. ITIL were mutually aligned up to version 2 of ITIL. IEC 20000 certification of their SMS for a defined scope.