The concept (if not yet the realization) of a single view into the enterprise has existed for some time. In the realm of ITSM, thought-leaders at AXELOS envisioned how systems across an enterprise can integrate to provide comprehensive visibility into virtually all data that touches any part of the Customer Journey.

So we have looked at what ITSM is and the best practice frameworks available to support the implementation of ITSM tools within an IT team. Equally important is how these concepts, processes, and frameworks can support teams outside IT, from HR, Finance, Facilities, and Customer Service, and for internal and external end customers.

ITSM is a collection of concepts and processes. How those processes are implemented and adopted can vary. This is where IT service management frameworks come into play and, based on the needs of the business, also help determine what frameworks are best for implementing those ITSM concepts and processes. IT service management frameworks focus on services rather than systems and support the full scope of the practice of service management.