The Evolution of ITSM – From Wild West to Framework Fest (Part One)

Welcome to the ITSM Frontier
The early days of IT were like the Wild West—chaotic, unpredictable, and full of mavericks. System administrators were the cowboys, riding into town with nothing but their wits and a handful of code, ready to duel with whatever digital disaster came their way. Their motto? “If it ain’t broke, don’t fix it!”—a philosophy that worked just fine until it didn’t.

But as businesses started hitching their wagons to the tech boom, it became clear that a more organized approach was needed. Enter IT Service Management (ITSM), the hero of our tale–the dude in the white cowboy hat casually walking into a saloon fight.  ITSM wasn’t just a sheriff—it was the whole dang law, bringing rules, structure, and—dare I say it—a little bit of sanity to the wild world of IT.

At the heart of ITSM are the Three Pillars of Wisdom (aka the holy trinity): ITIL, COBIT, and ISO 20000. These frameworks are the secret sauce to keeping your IT services engine running on fresh 10W-30.

ITIL: Your Go-To Toolbox
Think of ITIL as the ultimate toolbox for IT service management. It’s packed with best practices, processes, and policies that are all about delivering top-notch service, continuously improving, and making your customers smile. Whether you’re fixing a bug or rolling out a new feature, ITIL’s got your back.

COBIT: The Corporate Overachiever
Now, COBIT isn’t just about keeping things running—it’s the framework that ensures your IT services align with your business goals, manage risks, and maintain compliance. It’s like that one student who’s not only acing every subject but also running for student council and starting a charity on the side. In other words, COBIT helps you keep your IT house in order while impressing the powers that be.

ISO 20000: The Gold Standard
Finally, there’s ISO 20000—the international standard that’s like a recipe book for ITSM. It tells you exactly how to manage incidents, problems, changes, and more. Following ISO 20000 is like earning a gold star in ITSM; it shows the world that you’ve got your act together.

These three frameworks form the backbone of effective IT service management, helping you deliver better service, save money, reduce risks, and keep your business goals in sight. They’re the reason IT departments everywhere are now more like well-oiled machines than chaotic saloons.  We will discuss these in greater detail in the following article.