The document discusses several important IT service management (ITSM) frameworks including ITIL, COBIT, and Six Sigma. ITIL is a set of best practices for ITSM that focuses on aligning IT services with business needs. COBIT is a framework for IT governance and management created by ISACA. Six Sigma is a methodology for process improvement aimed at reducing defects and variability in processes by using data to determine the root causes of problems. The document also outlines the benefits of implementing an ITSM framework for both IT operations and the overall business.

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ITSM Frameworks
The common ITSM frameworks which are used
to help an organization meet its business goals
are:

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is a set of detailed practices
for IT service management
(ITSM) that focuses on
aligning IT services with the
needs of business.

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❑ The Information Technology
Infrastructure Library (ITIL)
is a vital component of the ITSM
framework, and the two terms
are often used interchangeably.

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ITSM is the actual practice, or
professional discipline, of
managing IT operations as a
service,
ITIL is a set of best practices
that provide guidance for ITSM—
but that just covers the basics.

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❑ COBIT
is a framework for IT
governance which is used for
developing, implementing,
monitoring and improving the
practices related to IT
governance and management.

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Why is COBIT important?
The goal of the COBIT framework is to
provide a common language for IT
professionals, business executives
and compliance auditors to communicate
with each other about IT controls, goals,
objectives and outcomes.

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It is a framework created by
the ISACA (Information Systems
Audit and Control Association) for
IT governance and
management.

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What is ISACA?
ISACA sets and develops guidance and controls
for information governance, control, security and
audit professionals.
The global organization sponsors and drives the
COBIT framework. ISACA originally stood for
"Information Systems Audit and Control
Association," but the organization now simply
goes by ISACA.

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5 main principles for governance and
management of enterprise IT on which COBIT 5
is based are:

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measuring the defects and
systematically eliminating them
until there are nearly zero
defects.
SIX SIGMA

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While some managers use Six
Sigma to increase efficiency, the
most successful companies rely on
the system to reduce customer
complaints and product malfunctions.

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The Six Sigma methodology is executed
using the DMAIC processes.
D M A I C
Define Measure Analyze Improve Control

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Define: Identify the goals of the
project.
Measure: Understand the present
performance.
Analyze: Determine the root causes
of defects

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Improve: Establish ways to
eliminate defects.
Control: Manage the performance of
the process in the future.

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The Six Sigma methodology is executed
using the DMADV processes.
D M A D V
Define Measure Analyze Design Verify

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Define: Identify the project goals.
Measure: Understand the present
Performance.
Analyze: Determine the root causes of
Defects.

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Design: Create a process that
satisfies the needs and expectations
of the customers.
Verify: Make sure that the process
satisfies the customer’s needs and
performs adequately.

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Implementation of ITSM Framework
The ITSM framework is
implemented using a 5-
step model.
This includes the
following:

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The present state of the IT
infrastructure in the organization
is determined. Based on this,
metrics for improvement are
formulated.
• Assessment

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Advanced designs are
formulated for the organization
based on the requirements .
▪ Design

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• Planning
It is important to create
appropriate plans which will help
the business to evolve and grow.

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• Implementation
The newly developed
frameworks are implemented in
order to ensure future growth.

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• Support
After the frameworks have been
implemented, it is essential to
provide maintenance, management
and improvement services to all the
IT plans across the organization.

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Benefits of ITSM
Benefits for both the IT
infrastructure and business are
provided by the implementation
of IT service management in an
organization.

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Benefits of ITSM for IT
• It provides a better understanding
of the needs of the business and
the reason they are required.
• It is a repeatable and scalable
process

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• It provides a set of well-defined
roles and responsibilities.
• Implementation of ITSM results in
increased productivity.
• The end users are satisfied as it
provides them with realistic
expectations.

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• It can prevent IT issues before they
can arise.
• It has the ability to identify the
problems which are repeating
and address them.
• The analytics helps to measure
and improve the performance of
the IT department.

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Benefits of ITSM for Business
• The IT department can quickly
react to changes and innovations
in the market.
• The availability of IT services and
their performance is better which
allows employees to be more
productive.

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• Issues relating to IT are not very
common which translates into
lower costs.
• The employees are aware of
the availability of the services
and the procedure to use them.

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