to achieve varied IT service delivery needs:
· ITIL
· DevOps focuses on achieving faster service delivery by applying agile practices to foster collaboration between cross-functional teams.
· ISO 20000. A global IT service management standard that helps organizations establish IT service management processes to align with their business needs and international practice.
· Control Objectives for Information and Related Technologies (COBIT). COBIT is a framework developed by ISACA as a support tool for managers, that helps them align IT goals with business goals by implementing better IT governance.
· The Business Process Framework (eTOM). The eTOM framework is a collection of best practices, models, and standards for IT service delivery developed by the TeleManagement Forum.
· Others frameworks include FitSM, SAFe, and IT4IT Reference Architecture.
ITSM Tools
There are a variety of tools that enable the delivery of IT services by supporting associated tasks and workflows involved, like incident, change management, service requests, etc. However, before choosing a particular ITSM solution, there are a few points to keep in mind when analysing the options.
· The setup and activation process: A
simplified setup and activation process with intuitive steps and knowledgeable support staff enhances the adoption process.
· User-friendliness: The ITSM application should be intuitive, easy to use and navigate, to promote full adoption.
· Should facilitate organization-wide collaboration.
· Should be adaptable and flexible for your business needs as they evolve.
(View the Gartner
What is Enterprise Service Management (ESM)?
First coined in 2002 by IBM as part of their strategy to address business-centric use-cases, ESM is a set of tools, processes and methodologies that aims to offer visibility into all aspects of service management and delivery across the entire enterprise.
ESM utilizes ITSM capabilities and processes in business areas of the organization, going beyond IT, to enhance operational efficiency and service delivery.
It essentially takes service management principles, structures, and technologies from the ITSM concept and applies them to various business verticals of the organization such as Human Resources (HR), Legal, Finance, Marketing, etc.
(Read our full explainer on ESM.)
ESM vs ITSM similarities
As ESM acts as an extension of ITSM; both frameworks share fundamental similarities in how they operate.