IT service management (ITSM) is crucial for organizations to effectively manage and implement their IT services. By adopting a predefined framework of best practices and standard processes, businesses can ensure a disciplined approach to service management. In the tech world, there are numerous ITSM frameworks to choose from. But how do you know which one is best for your company? Let’s explore the most popular ITSM frameworks to help you make an informed decision.
Most common ITSM frameworks
To cater to both centralized and decentralized systems, various IT management frameworks exist, many of which are considered ITSM frameworks. Here are some of the most widely used frameworks for service management:
- ITIL®
- COBIT
- MOF
- eTOM
- TOGAF
Now, let’s take a closer look at each of these frameworks.
ITIL
ITIL is one of the most globally recognized ITSM frameworks. It provides organizations with guidance on using IT to drive business transformation, development, and change. ITIL has continuously evolved to stay relevant, with the latest version, ITIL 4, incorporating real-world knowledge and adapting to new technologies like cloud, Agile, and DevOps.
The ITIL 4 framework introduces several key components, including the ITIL service value system (SVS) and the four dimensions model. The SVS offers an operating model for creating, delivering, and continually improving services. It consists of the ITIL service value chain, the ITIL practices, the ITIL guiding principles, governance, and continual improvement.
The four dimensions model takes a holistic approach to the ITIL SVS, focusing on organizations and people, information and technology, partners and suppliers, and value streams and processes.
COBIT
COBIT, short for Control Objectives for Information and Related Technologies, is another highly popular ITSM framework. It helps organizations develop and implement governance and information management strategies while addressing specific challenges faced by modern enterprises. COBIT 2019, the latest iteration, aims to unify processes across the entire organization and align business goals with IT goals. It provides solutions for risk management, security, and information governance.
The COBIT Core Model consists of 40 governance and management objectives, allowing companies to establish a solid governance framework, align business and IT goals, and navigate risk management and information governance.
MOF
The Microsoft Operations Framework (MOF) comprises 23 documented processes that guide organizations in creating, implementing, and managing IT services. MOF focuses on achieving full system reliability and availability of Microsoft technologies and products. It fosters an environment where IT and business can efficiently work together towards operational maturity.
MOF’s process model is divided into four quadrants, known as service management functions (SMFs). Each quadrant provides explicit guidance and best practices for operating and maintaining the IT environment.
The SMFs in each quadrant include:
- Changing Quadrant: Identifying and incorporating change into the managed IT environment.
- Operating Quadrant: Monitoring and administering daily service solutions.
- Supporting Quadrant: Diagnosing and resolving incidents or requests based on service level agreements (SLAs).
- Optimizing Quadrant: Maintaining IT and business alignment through performance analysis and capacity forecasting.
eTOM
The enhanced Telecom Operations Map (eTOM) is a framework tailored to enterprise processes in the telecommunications industry. It consists of best practices, models, and standards organized in three levels of processes. eTOM provides different values and guidelines across the organization, including supporting customers and managing the business. Implementing eTOM enables better communication between employees and teams through standardized definitions and language.
The eTOM framework has three major process areas:
- Strategy, Infrastructure, and Product
- Operations
- Enterprise Management
TOGAF
The Open Group Architecture Framework, also known as TOGAF, is a framework and methodology that defines business goals and aligns them with architecture objectives related to software development. TOGAF helps improve business efficiency and provides structure for implementing new technologies.
The Architecture Development Method (ADM) is the core of TOGAF. It helps businesses establish a clear process around the lifecycle of enterprise architecture. In the latest version of TOGAF, there are four domains specializing in different types of architecture: business, applications, data, and technical.
Different frameworks for different purposes
Each of the top ITSM frameworks offers unique benefits and serves different purposes. To determine which framework to adopt, it’s important to understand the differences and compare them to your business’s current and future goals. By choosing the right framework, you can effectively manage and improve your IT services to align with the needs of your enterprise.