Introducing the Professional Service Management Framework from itSMF UK
Background / Context
What is PSMF?
Why have ITSMF Uk built it?
How does it work?
What does it deliver?
IT Service Management is at a critical crossroads.
The pre-eminence of ITIL® is being challenged
New ideas like
DevOps, Bi-modal IT, SIAM IT4IT
are gaining adoption and challenging
existing ways of working
• We support people not just technology
• Success depends on our ability to interact productively,
positively and professionally with people
• This involves collaboration:
• Between people
• Across teams and IT departments
• Beyond IT departments
• With partners
Organisations need to invest in hiring a wider
range of people and skillsets for successful IT
new skills and people are needed for commercial
negotiation, contracts, relationship management,
commercial and financial management
IT Service Management is transferrable to wider
enterprise operations and management
Enterprise Service Management is not a new idea -
now there is a clear imperative to work across
organisational boundaries to achieve shared value
• Specialist technical skills
• Organisational change and people development
• Key business knowledge/skills
• Contract and supplier management
• Supply and demand management
• Marketing and communications
• Relationship management
• Contract negotiation
New IT SkillsNew IT Skills
The CIOThe CIO
Must challenge and disrupt – IT
Has to demonstrate value
Must promote good governance
Needs to ‘sense and respond’
Needs support and trusted data
Must clarify that:
IT ‘can’t do it all’
PSMF – What is it?PSMF – What is it?
A competence framework
An umbrella model – that incorporates other CPD and skills
PSMF defines what a professional can do, without being
PSMF – Why have we built it?PSMF – Why have we built it?
In response to demand from members and the ITSMF UK
To build a body of knowledge and experience around SM
To define what is means to be a professional in Service
To raise the profile of the profession
PSMF – How does it work?PSMF – How does it work?
PSMF Content is free to all ITSMF UK members at
Organisations can be assessed and audited to be
compliant with the PSMF approach
Individuals can be recognised at practitioner and
Simple, ‘light touch’
Work is ongoing to develop PSMF
PSMF – What does it deliver?PSMF – What does it deliver?
A definition of Service Management as more than process
A model for personal development and career progression
Recognition of Service Management – internal and external
Improvements in ITSM quality and profile
PSMF and CGIPSMF and CGI
CGI engaged with PSMF and were assessed against the
The organised was endorsed as compliant and working
within the PSMF framework – the first globally
Built on CGI experience and value gained from SDC
Next - working with group of individuals for personalg