Which ITSM Framework is for you?
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There are several IT service management frameworks that organizations can use, including ITIL, DevOps, and IT4IT. While they differ in their origins and terminology, they share many similarities in their focus on areas like service strategy, design, and operations. When choosing a framework, organizations should consider their current challenges, goals, skills, and what their business needs and will understand to select the best combination of approaches.
Which ITSM Framework is for you?
- 1. WHICH ITSM FRAMEWORK WHAT ARE THEY? WHY USE THEM? HOW DO YOU PICK THEM?
- 2. REALISING VALUE Duncan Watkins Consultant, Analyst & Practitioner @duncanwatkins
- 3. RUNNING ORDER • What frameworks are there? • What are the key ones for ITSM? • What are frameworks? • Why do we use them? • What are the similarities? • What are the differences? • How do you pick which to use? • Summary
- 4. WHAT FRAMEWORKS ARE THERE? • TickITplus • ISO27001 • ISO20000 • CMMI • Lean Six Sigma • IT Balanced Scorecard • ISO38500 • COBIT • M_o_R • BiSL • ASL • ITIL • IT4IT • USMBOK • MSP • PRINCE 2 • PMBOK • DevOps
- 5. KEY FRAMEWORKS FOR TODAY’S ITSM
- 6. WHAT ARE FRAMEWORKS? BASIC DESCRIPTION • ITIL – Set of practices for aligning IT and business • DevOps – Incremental adoption of the 3 ways • IT4IT – Vendor neutral Reference Architecture WHAT IS IT BASED UPON • ITIL – Process model consisting of five volumes that cover the IT lifecycle • DevOps – Culture based around collaboration and communication • IT4IT – Information model that emphasises the IT value chain
- 7. WHY DO WE USE THEM? • Vestiges of good practice • Common language • Faster progress • Can encourage collaboration
- 8. WHAT ARE THE SIMILARITIES? IT4IT & ITIL DEVOPS & IT4IT Service Strategy Continual Feedback – Amplify Feedback Loops Service Design supports iterative design – Agile Service Focussed – Service Focussed ITIL & DEVOPS IT Value Chain – Systems Thinking 4 Value Streams Feedback Loops – Amplify Feedback Loops Service Strategy – Strategy to Portfolio Service Design – Requirement to Deployment Service Transition – Request to Fulfill Service Operation – Detect to Correct
- 9. WHAT ARE THE DIFFERENCES? IT4IT & ITIL DEVOPS & IT4IT • ITIL does come from a planned sequential background • DevOps is primarily a cultural approach to improvement • Can we ever reconcile those differences? ITIL & DEVOPS • DevOps is based around Culture, Automation, Lean, Measurement, Sharing • IT4IT is a prescriptive model • Which works best for you? • IT4IT is an information model • ITIL is a process based model • Recognition of the limitations of ITIL?
- 10. HOW DO WE PICK WHICH TO USE? • What are the problems that you currently have? • What are you trying to achieve? • What skills do you have and need? • What does your business need? • What des your business understand?
- 11. SUMMARY • There are many frameworks out there • On face value, they have significant differences in basis and language • However, upon inspection they have many similarities • This is because they touch upon some widely agreed principles • Use the best from multiple frameworks • Think about how your business will perceive this when choosing • Think about how multiple frameworks will fit together and when that matches your organisation