Introduction
Frameworks and standards around managing and governing IT and IT services have evolved since the 1990s. Three of the most popular frameworks and standards are ITIL (a collection of books with good practices on IT service management), ISO/IEC 20000 (an International Standard for IT service management) and COBIT (a framework for governance and management of enterprise IT).
All these approaches share some key ideas of how to manage and govern the provision of technology-enabled services. In addition, the understanding of which processes are recommended to implement effective IT service management is similar in the mentioned standards and frameworks. The FitSM process model is very close to the process model underlying ISO/IEC 20000, while ITIL and COBIT describe a larger number of IT service management and IT governance processes compared to FitSM and ISO/IEC 20000. However, starting with the more reduced and lightweight set of processes of FitSM can be considered a valid first step towards implementing the full set of processes recommended by other frameworks.
Mapping FitSM processes to ITIL, ISO/IEC 20000 and COBIT
The following table shows how FitSM is compatible with ITIL, ISO/IEC 20000 and COBIT in the sense that the FitSM processes can be easily mapped to those in the other frameworks. The table lists all 14 FitSM processes (left column) and relates them to the best matching processes from ITIL, ISO/IEC 20000 and COBIT. Please note that there may be processes in other frameworks than FitSM not covered or mentioned here.
| FitSM | ITIL (Edition 2011) | ISO/IEC 20000:2011 | COBIT 5 |
|---|---|---|---|
| Service Portfolio Management (PR1) | Service Portfolio Management (ITIL SS)
Design Coordination (ITIL SD, 4.1) Transition Planning and Support (ITIL ST, 4.1) | Design and transition of new or changed services (Clause 5) | Manage portfolio (APO05)
Manage Solutions Identification and Build (BAI03) |
| Service Level Management (PR2) | Service Catalogue Management (ITIL SD, 4.2)
Service Level Management (ITIL SD, 4.3) | Service Level Management (Clause 6.1) | Manage Service Agreements (APO09) |
| Service Reporting Management (PR3) | Service Reporting (ITIL CSI, 5.7) | Service Reporting (Clause 6.2) | Monitor, Evaluate and Assess Performance and Conformance (MEA01) |
| Service Availability & Continuity Management (PR4) | Availability Management (ITIL SD, 4.4)
IT Service Continuity Management (ITIL SD, 4.6) | Service Continuity and Availability Management (Clause 6.3) | Manage Continuity (DSS04)
Manage Availability and Capacity (BAI04) |
| Capacity Management (PR5) | Capacity Management (ITIL SD, 4.5)
Event Management (ITIL SO, 4.1) | Capacity Management (Clause 6.5) | Manage Availability and Capacity (BAI04) |
| Information Security Management (PR6) | Information Security Management (ITIL SD, 4.7)
Access Management (ITIL SO, 4.5) | Information Security Management (Clause 6.6) | Manage Security (APO13)
Manage Security Services (DSS05) |
| Customer Relationship Management (PR7) | Business Relationship Management (ITIL SS, 4.5) | Business Relationship Management (Clause 7.1) | Manage Relationships (APO08) |
| Suppler Relationship Management (PR8) | Supplier Management (ITIL SD, 4.8) | Supplier Management (Clause 7.2) | Manage Suppliers (APO10) |
| Incident & Service Request Management (PR9) | Incident Management (ITIL SO, 4.2)
Request Fulfilment (ITIL SO, 4.3) | Incident and Service Request Management (Clause 8.1) | Manage Service Requests and Incidents (DSS02) |
| Problem Management (PR10) | Problem Management (ITIL SO, 4.4) | Problem Management (Clause 8.2) | Manage Problems (DSS03) |
| Configuration Management (PR11) | Service Asset and Configuration Management (ITIL ST, 4.3) | Configuration Management (Clause 9.1) | Manage Assets (BAI09)
Manage Configuration (BAI10) |
| Change Management (PR12) | Change Management (ITIL ST, 4.2)
Change Evaluation (ITIL ST, 4.6) | Change Management (Clause 9.2) | Manage Changes (BAI06)
Manage Change Acceptance and Transitioning (BAI07) |
| Release & Deployment Management (PR13) | Release and Deployment Management (ITIL ST, 4.4)
Service Validation and Testing (ITIL ST, 4.5) | Release and Deployment Management (Clause 9.3) | Manage Change Acceptance and Transitioning (BAI07) |
| Continual Service Improvement Management (PR14) | The Seven-Step Improvement Process (ITIL CSI, 4.1) | Maintain and Improve the SMS (Clause 4.5.5) |