What is ITSM? Its Goal? Its Capabilities?

ITSM is a set of specialized organizational capabilities for providing value to customers in the form of services. It is also a disciplined professional practice for delivering IT services to customers that is supported by an extensive body of knowledge, experience and skills.

ITSM Goal is to:

Transform capabilities and resources into valuable services

ITSM Capabilities:

-- Functions and processes for managing services over the lifecyle
-- Specializing in strategy, design, transition, operation, and continual improvement
-- Represent and organization’s capacity, competency and confidence for action
-- Provide value for customers

Important Frameworks to Know

1. ITIL – Information Technology Infrastructure Library
2. CoBIT – Control Objectives for Information Technology
3. Prince2 – Projects in Controlled Environments
4. PMBOK – Project Management Book of Knowledge
5. eTOM – Enhanced Telecommunications Operations Map
6. MoR – Management of Risk
7. eSCM-SP – eSourcing Capability Model for Service Providers
8. Six Sigma -- seeks to improve the quality of process outputs