IT Service Management (ITSM) is an important part of every organization that is looking to maximize IT service delivery quality and timeliness. ITSM is the activities that are performed by an organization to design, build, deliver, operate and control information technology (IT) services offered to customers, both internal and external. This is achieved by adopting a process approach towards the management of IT services whilst focusing on customer needs and stressing continual improvement. Good ITSM implementations can deliver a higher return of investments (ROI), uniformity in process and procedures utilized across the organization, the reduction of security risk, and improved customer satisfaction.
For ITSM to be implemented effectively, there are currently several frameworks and standards that are available. These contribute to defining standard operation techniques and supporting services within organizations while providing value and efficiency gain for the IT operation teams. The most popular and widely used ITSM framework is called ITIL® (Information Technology Infrastructure Library).
Nevertheless, the scope of ITIL often acts as a barrier to the initial efforts of ITSM implementations within organizations. Alternative, lighter frameworks and standards, such as FitSM®, act according to the principle of “keeping it simple”. Such leaner frameworks/standards neglect the requirement for completeness and always address a specific goal (at FitSM this is the focus on operational processes, such as incident management). To set itself apart from other frameworks, FitSM aims to focus on the essentials and provide a “clear, pragmatic, lightweight and achievable standard that allows for effective IT service management (ITSM)”.