A Guide to ITSM Frameworks: Definition, Types and Benefits

ITSM encompasses multiple IT management frameworks that can apply to centralized and de-centralized systems. There are multiple frameworks that fall under the ITSM discipline, and some address unique industry-specific IT needs, including those in healthcare, government or technology. Businesses using ITSM consider IT as a service, with a focus on delivering valuable services to customers, rather than a department that manages technology.

ITSM – What is it? Introduction to IT Service Management

Types of ITSM frameworks

Here are some common types of ITSM frameworks:


Control Objectives for Information Related Technologies (COBIT) is a framework designed to unify an organizations practices and help organizations effectively develop information management and governance strategies. This framework includes resources for building, monitoring and improving these practices upon implementation and providing solutions to assist with risk management. COBIT often coexists with other frameworks, such as ITIL and TOGAF.

COBIT Core Model includes 40 management and governance objectives to assist organizations with:


DevOps is a software product development methodology. It brings together an unattached set of principles, uniting them based on the business needs of the organization. It uses a methodology of cross-functional teams that are stimulated by open communication.


The enhanced Telecom Operations Map, or eTOM, framework, is specifically for organizations in the telecommunications industry. It includes best practices, models, and standards arranged as three processes in a hierarchy. These processes provide specific guidelines and values to the organization for managing the business and supporting customers, and they may also standardize definitions and language the organization uses. This often improves communication between employees and different teams.

The three major processes in the eTOM framework in hierarchal order are:


FitSM is a more lightweight approach as a framework. Its a process framework similar to ISO 20000. Its purpose is to help businesses of all sizes in delivering, supporting and managing their IT services and delivering value and customer service in a pragmatic, simple way.

ISO 20000

ISO 20000, or ISO/IEC 20000, establishes global standards describing the requirements of an ITSM system. Its based on ITIL principles, and it helps organizations verify their ITSM processes align with their specific business needs and with international ITSM best practices. This framework may help them benchmark and assess their service levels and performance.


Information Technology Infrastructure Library, or ITIL, is one of the most commonly used frameworks. It relates to the service life cycle, and its effective for aligning IT efforts with business needs and instructing organizations on how to best use their IT services for changes, developments and transformations within their business. The process details how to develop a strategy and design, manage change, handle service operation and management and ensure continual improvements.

ITIL includes five libraries, which are:


ITIL 4 is the most recent version of ITIL. It combines service management expertise with real-world knowledge to provide organizations with guidance on adapting their services to common changes, such as Agile, DevOps and the cloud. ITIL 4 includes different components, including the service value system (SVS) and the four dimensions model.

SVS serves an operating model for creating, delivering and continually improving services. Core components of the ITIL SVS are:

The four dimensions model, however, maintains a balanced focus on the SVS through a holistic approach. The four dimensions of this model are:


Microsoft Operations Framework, or MOF, includes a series of documents outlining the process of creating, implementing and managing efficient and cost-effective IT services. The overall purpose of this framework is to create an environment that allows business and IT to work together efficiently to achieve operational maturity. It provides guidelines for the entire life cycle of a specific IT service, enabling the organization to achieve full system reliability.

MOF includes a process model thats divided into four quadrants of operational procedures. These operational procedures, called service management functions (SMFs), provide instructions. Each SMF provides best practices and explicit guidelines for maintaining and operating an IT environment.

Here are the four quadrants and the SMFs that each of them includes:


Scaled Agile Framework, or SAFe, is an application of Agile structure. Software development teams often use it to scale Agile on bigger applications. It provides a singular, all-inclusive view of the complete Agile process.

Six Sigma

Six Sigma is a popular management framework that organizations may apply to a variety of disciplines. This framework involves establishing high objectives, gathering data and analyzing the results carefully. With Six Sigma, organizations use what they learn from the data to reduce defects in services and products, creating overall better products for the organization and improving value provided to customers.


The Open Group Architecture Framework, or TOGAF, is a framework used to improve business efficiency and create structures for implementing new technologies. It aims to establish business goals and align these goals with architecture objectives related to software development. This may help organizations better implement software technology.

The core of TOGAF is the Architecture Development Method. The objective of this method is to assist organizations in establishing clear processes regarding life cycle enterprise architecture. It includes four domains, each of which offers a different architecture specialization for businesses. These domains are:

What are ITSM frameworks?

ITSM frameworks are collective processes and best practices required to manage and support an organizations IT services, and each framework includes different processes. They align with ITSMs emphasis on process-led approaches, focusing on services rather than systems. These frameworks help achieve structure and predictability for the organizations IT, supporting its full spectrum of services.

Uses for ITSM frameworks

Organizations typically use ITSM frameworks to create uniformity within their IT efforts and to address and maintain their holistic needs. A framework provides document solutions to common problems the IT professionals may experience. This helps provide an effective, efficient base, improving troubleshooting and decision-making processes.

However, which ITSM framework an organization uses may depend on factors like their problem statement, IT service delivery needs and specific challenges. Each framework offers unique benefits and purposes and strategies for helping organizations in making decisions as part of their ITSM strategies. They may implement one or more frameworks, depending on their unique needs.

Benefits of ITSM frameworks

The benefits that an ITSM framework provides generally depend on the organization and the specific framework used. However, some overall benefits of ITSM frameworks may include:

As one of the most commonly used ITSM frameworks, ITIL may offer benefits like:

Please note that none of the companies mentioned in this article are affiliated with Indeed.


What is ITSM framework?

The IT Service Manager will be responsible for delivering and managing the service delivery improvement plan, managing risks and issues. Supporting any changes through effective communication and coordination at all levels of the organisation. Also, To Deputise for the Head of Service Delivery, as needed.

What is the best framework to use for ITSM?

The Benefits Of ITSM
  • Standardization and Synthesis. ITSM will help you in standardizing IT procedures in your organization. …
  • Improved ROI or Return of Investments. …
  • Better performance. …
  • Visualizing workflows is easier. …
  • Saves you money. …
  • Managing assets. …
  • Reduces dispute in the workplace. …
  • Better employee performance evaluation.

What is ITSM and ITIL?

Why is ITSM important? ITSM establishes processes and procedures that optimize the use of technology and the services built around it. It covers everything that falls under the IT umbrella, from incident resolution to the implementation, management, and operations of hardware and software.

What is ITSM example?

The global IT Service Management (ITSM) market size is projected to reach USD 5305.4 million by 2028, from USD 2891.9 million in 2021, at a CAGR of 8.9% during 2022-2028.

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