Good practices

Ignoring public frameworks and standards can needlessly place an organization at a disadvantage.  Organizations should seek to cultivate their own proprietary knowledge on top of a body of knowledge developed from using public frameworks and standards.

Public frameworks (ITIL®, COBIT, CMMI etc.): Frameworks are scaled and adapted by the organization when implemented, rather than following a prescriptive set of practices (standards). Examples of public frameworks for ITSM include:

  • ITIL® ®.
  • COBIT – The Control Objectives for Information and related Technology.
  • Capability Maturity Model Integrated (CMMI) for IT Services.

Standards: Usually a formal document that establishes uniform engineering or technical criteria, methods, processes and practices. Unlike frameworks, they are prescriptive in declaring mandatory elements that must be demonstrated. Examples of standards relating to ITSM are:

  • ISO/IEC 20000 – International Standard for IT Service Management.
  • ISO/IEC 27001 – International Standard for Information Security Management Systems.

Proprietary knowledge of organizations and individuals: Specific expertise developed for internal purposes, or developed in order to sell to other organizations (e.g. Gartner).

Generally good practices are defined as those formalized as a result of being successful in wide-industry use.

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