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Service Management Frameworks?

By fiona.burke ·
Im new to this area (hoping to do a thesis with regard to service management) and im wondering is ITIL 'the' service management framework or are there others out there? ive briefly read something about MOF, thinking it was another framework, but then i was told its an extension of ITIL. Hope somebody might be able to clarify this for me

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Service Management Frameworks?

by cowan.jj In reply to Service Management Framew ...

Hope this doesn't sound like teaching grandmother to suck eggs but have you tried I can't find a framework MOF, perhaps you're referring to MoR?

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by Vawns In reply to Service Management Framew ...

Hi Fiona,

ITIL is one of the most widely accepted approach to IT service management in the world; it is a framework so rather than being perscriptive, it can other frameworks such as MOF or CoBIT. If you want to learn more about it check out this link:

Hope this helps,


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The best place to start learning about ITIL

by twohills In reply to ITIL <a href="">Wikipedia</a>. is dense and hard to navigate (otherwise why would you buy the books ;-) )

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by Vawns In reply to Service Management Framew ...

You could also have a look at the ITSMF as they are a Service Management user group:

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by duca In reply to Service Management Framew ...

MOF is Microsoft Operation Framework. Microsoft is pushing it's way of ITIL, just like HP and others. That is reasoneble because ITIL is just the way of thinking, not the way of acting. ITIL is the core of all the successfull IT management philosophy. MOF is just the "way the Microsoft see ITIL". Try to understand the ITIL, because you can recognize all the frameworks in it(il).


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HP push ITIL. IBM push ITIL. Microsoft push MOF.

by twohills In reply to MOF vs ITIL

I beg to differ: HP push ITIL. IBM push ITIL. CA push ITIL. BMC push ITIL. Microsoft push MOF.

There have been discussions around getting MOF back aligned to ITIL and rumours of it happening but right now MS have their own version, just like LDAP and SQL and ...

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Do we have to do ITIL to do Service Management?

by twohills In reply to Service Management Framew ...

This from <a href="">The IT Skeptic</a> (I have permission). I only copied the text. Go to the blog if you want to follow all the underlying links. </br>

Do we have to do ITIL to do Service Management? Of course not. To look and listen around the IT industry these days one would think so, but there is actually more than one game in town.</br></br>

First there are variants.
MOF from Microsoft is of course focused on their own Windows environment. It is a little different to ITIL (how unusual that Microsoft should create their own, slightly incompatible, version of a standard). Talk is that future versions will ?return to the fold?. </br>
</br>?Implementing Service and Support Management Processes: A Practical Guide?, Higday-Kalmanowitz and Simpson Ed., HDI, 2005 from the Help Desk institute is, not surprisingly, a callcentre slant on ITIL. If you look around it can be downloaded for free by registering with some vendors ;-) </br></br>
If you just want to assess your capability, i.e. measure/benchmark your business, then there are several better alternatives. ?Better? because there is no agreed standard for measuring ITIL: every consulting firm, including the OGC itself, use a different methodology to get different answers. ITIL is about defining ?how? not ?how well?.
ISO20000 (and its ancestor BS15000). Despite some impressions given to the contrary, these are not 100% the same as ITIL. There are major extensions to ITIL and some differences. But it is the closest thing to an ?ITIL assessment standard?. </br></br>
COBIT (or the lighter COBIT Quickstart) is very comprehensive and widely embraced, especially for Sarbanes-Oxley compliance audit. </br></br>
The IT Service Capability Maturity Model uses the CMM maturity measurement model. It seems to be a very good model but has had little uptake since its release in January 2005. </br></br>
For Very Small Enterprise (VSE) look at NOEMI </br></br>
?and other new approaches are emerging all the time. This is still a maturing area.
If you are looking for something simpler than ITIL, then there are several options:
Check out the much anticipated ?ITIL Lite?: ITIL Small-scale Implementation, Office of Government Commerce, The Stationery Office Books, 2006. it looks useful but the proof is not in. The 1998 version (IT Infrastructure Library practices in Small IT Units, Office of Government Commerce, The Stationery Office 199 seemed to me to be good but it got very little attention; it remains to be seen how this one goes or what the results will be. (BTW, what a great name the old book had: "ITIL in SITU" - how could they not reuse that?). </br></br>
FITS does not get near the attention it deserves. Developed for UK schools, it is a nice simplification of ITIL </br></br>
Core Practice (CoPr or ?copper?) is an interesting new development that bears watching. The premise is that we have a fixation with Best Practice. It should be limited to areas where there is a business case for it, and in other areas there should be no shame in just do the minimum necessary. </br></br>
So don't get swept away on a tide of ITIL. Take a look at what best suits your business. ITIL is very good at what it does. It may be the right thing for you. Or not.

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What one for this industry?

by fiona.burke In reply to Do we have to do ITIL to ...

Thanks for that info it was very helpful. Can i ask you do you know what one telecommunications organisations usually go for?

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BT / Yell

by Vawns In reply to What one for this industr ...

Hi Fiona,

From my experience it's ITIL.


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The telecoms industry has eTOM

by twohills In reply to What one for this industr ...

The telecoms industry has eTOM (Google it), which is mostly complementary to ITIL but with some overlaps. The last couple of years has seen much exploration of how the two best work together (Google "eTOM ITIL")but I think it is still an evolving area.

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