ITIL IT Service Management is often equated with the Information Technology Infrastructure Library, (ITIL) an official publication of the Office of Government Commerce in the United Kingdom.
However, while a version of ITSM is a component of ITIL, ITIL also covers a number of related but distinct disciplines and the two are not synonymous. Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 115 The “Service Management” section of ITIL version 2 was made up of eleven different disciplines split into two sections, Service Support and Service Delivery. Other Frameworks Analogous to debates in software engineering between agile and prescriptive methods, there is a debate between lightweight versus heavyweight approaches to IT service management.
Lighter weight ITSM approaches include: • • • • ITIL Small-scale Implementation, colloquially called “ITIL Lite”, is an official part of the ITIL framework.
FITS was developed for UK schools.
It is a simplification of ITIL.
Core Practice (CoPr or “copper”) calls for limiting Best Practice to areas where there is a business case for it, and in other areas just doing the minimum necessary.
OpenSDLC.org A Creative Commons ITSM/SDLC Framework Wiki Governance and Audit Several benchmarks and assessment criteria that seek to measure the capability of an organization and the maturity of its approach to service management have emerged.
Primarily, these alternatives provide a focus on compliance and measurement and, therefore, are more aligned with corporate governance than with IT service management per se. Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 116 IT GovernancE IT Managers IT Managers have a lot in common with Project Managers, but their main difference is one of focus: IT Managers are responsible and accountable for an ongoing program of IT services while the Project Managers’ responsibility and accountability are both limited to a project with a clear start and end date. Most of the IT management programs are designed to educate and develop managers who can effectively manage the planning, design, selection, implementation, use, and administration of emerging and converging information and communications technologies.
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