IT Service Management is at the heart of the IT department, it refers to the management of activities that are conducted by an organisation to plan, design, transition, operate and improve IT services offered to the business.
The most common framework utilised in the ITSM space is ITIL, there are however other complimentary frameworks such as:
- ISO 9000
- ISO/IEC 27000
- MOF (Microsoft Operations Framework)
- Service Integration and Management (SIAM)
Adopting a framework
It’s a common misconception that you can implement a framework. It is not uncommon to hear phrases such as ‘have you implemented ITIL before?’ or ‘ITIL is too complicated’.
The reality is in every framework there is guidance that say’s the advice in the framework should be adapted and adopted in a business valued manner.
Common ITIL process adoption trends
More often than not organisations have adopted between three and five processes in a formal manner, these are usually focused in the Service Operations space and are largely driven by reactive events. The following diagrams provide an anecdotal representation of the trends we’ve seen over the years.
The above diagram provides a guide for specific process’s.
As we can see there are a large number of areas that are commonly not adopted. But what does this mean in real terms?
As we accelerate our adoption of cloud models there is a shift in focus from supporting to governing. New models such as ‘System Integration and Management’ (SIAM – SIAM Overview) require a far greater focus on IT business management process areas.
In the ITSM space we can provide you with the guidance and expertise at a number of levels:
- Full ITSM review
- Process Group Specific ITSM Review
- Process Improvement/Enhancement
- Major Incident Management
For more information on our services please complete the following short form and one of our team will be happy to discuss your requirements.