IT Service Management - Governance and Audit

Governance and Audit

Several benchmarks and assessment criteria have emerged that seek to measure the capability of an organization and the maturity of its approach to service management. Primarily, these alternatives provide a focus on compliance and measurement and therefore are more aligned with corporate governance than with IT service management per se.

• ISO/IEC 20000 (and its ancestor BS15000). This standard is not identical in taxonomy to ITIL and includes a number of additional requirements not detailed within ITIL and some differences. Adopting ITIL best practices is therefore a good first step for organizations wishing to achieve ISO 20000 certification for their IT Service Management processes.
• COBIT (or the lighter COBIT Quickstart) is comprehensive and widely embraced. It incorporates IT Service Management within its Control Objectives for Support and Delivery.