Evolution in the use of multiple approaches to sustain a successful service management capability
In upcoming chapters, service management processes will be discussed in detail. They are what bring consistency and predictability across the ingredients of a product or service while ensuring that value is realized and improvement opportunities are surfaced.
Multiple service management frameworks have emerged in recent years (e.g., ITIL, VeriSM, FitSM, USM, and more), representing a continued evolution in best practices for service management. IT service providers must put a stake in the ground in terms of what framework makes the most sense for their respective organizations.
In previous decades, one could debate whether IT advanced incrementally, but today it advances faster than ever. IT must take advantage of new opportunities for value creation. Organizations must balance the need for stability and predictability with operational agility and increased velocity. In terms of...