The Evolution of ITSM – From Wild West to Framework Fest (Part Two)
In part one, we described the three frameworks that form the backbone of effective IT service management. Let’s explore what prompted their development and how they each fit together to form the triumvirate of service management for IT departments.
The Birth of ITIL: The British Are Coming! (To Get You Organized)
Flashback to 1988, when hair bands and John Hughes movies were all the rage. The British government looked at its IT landscape and saw, well, a mess. They decided it was high time to bring some order to the chaos. Originally written in five volumes, the Government Infrastructure Technology Management Method (GITMM for … short?) was primarily formalized as guidelines for managing government IT systems for the UK. A year later, in 1989, the two M’s were dropped, when it was decided that it was not as much a management method, as a library. This change made even more sense over the years after expanding it into a 30-book series (the Brits do love their literature). Around the same time, the G was dropped because…why should the UK government have all the fun? It was then renamed to ITIL (Information Technology Infrastructure Library).
ITIL quickly gained traction in the UK government and, before long, the private sector started to take notice. Companies realized that following a standard approach to IT wasn’t just a good idea—it was essential for keeping the lights on and the users happy. ITIL was like the British nanny of ITSM—strict, no-nonsense, and determined to whip things into shape. Over the years ITIL matured into a more streamlined set of volumes. Each new version brought fresh ideas while staying true to the core principle.
Today, ITIL is the globally recognized go-to framework for IT service management. It’s embraced by organizations everywhere, helping them achieve operational excellence, deliver stellar service, and make the most of their IT investments.
COBIT: The Framework That Does It All
In the world of ITSM, where ITIL was making waves, COBIT emerged as the framework that does it all. Developed by ISACA in the 1990s, COBIT aimed to answer a big question: how can organizations ensure that their IT operations are effective, aligned with business goals, and compliant with all the rules?
COBIT wasn’t content with just managing IT services—it wanted to govern them, ensuring they delivered real value to the business and kept the auditors happy. It was like the overachieving student of IT frameworks, excelling in every area and setting the bar high for everyone else.
As the IT world changed, COBIT evolved too, incorporating the latest technologies and methodologies to stay relevant. Today, it remains a vital tool for organizations navigating the complex intersection of IT and business, helping them make the most of their IT investments and achieve sustainable growth.
ISO 20000: The Gold Star of ITSM
ISO 20000 is the international standard that every ITSM practitioner dreams of achieving. Born in 2005 from the combined wisdom of ITIL and other frameworks, ISO 20000 is like the gold star sticker you get for doing everything right in ITSM.
Achieving ISO 20000 certification isn’t just about bragging rights—it’s a testament to an organization’s commitment to quality and excellence in IT service management. It shows the world that your ITSM practices meet the highest standards and deliver effective, efficient outcomes.
ISO 20000 is constantly evolving to keep up with the fast-paced world of IT. As ITIL and COBIT innovate and introduce new best practices, ISO 20000 stays on their heels, ensuring organizations have access to the latest and greatest ITSM methodologies.
For organizations that want to be at the top of their game, ISO 20000 is the ultimate benchmark. It symbolizes continuous improvement, relentless pursuit of excellence, and a commitment to delivering exceptional IT services.
While ITIL, COBIT, and ISO 20000 are often hailed as the titans of ITSM, there’s another framework quietly working behind the scenes, making sure the service management ship sails smoothly. USMBOK (Universal Service Management Body of Knowledge)—the wise sage of the Service Mangement world. We’ll talk more about that in part three.