In this era of outsourcing and increased regulatory oversight, IT leaders are being urged to implement process frameworks such as IT Infrastructure Library (ITIL) or Control Objectives for Information and related Technology (COBIT). Small- and mid-sized enterprises (SMEs) are finding ITIL too broad in scope, while COBIT is too narrow. SMEs selecting a process framework will find that the Microsoft Operations Framework (MOF) is a better fit.
ITIL Too Broad, COBIT Too Narrow
ITIL, developed in the late 1980s, has emerged as the de facto standard for service management. While ITIL catalogs the best practices for IT management, it is only a framework and lacks the needed tactical prescriptive guidance for implementation. Most IT organizations find that mapping existing processes and designing new ones requires ITIL consultants to help fill in the gaps between the theoretical and tactical.
Like other process frameworks, COBIT has ITIL at its core. However, the COBIT framework emphasizes only general controls for IT within a narrow scope aimed at providing business process owners a governance model. COBIT as a part of Sarbanes-Oxley efforts allows an IT organization to provide evidence that it is executing the process. IT organizations who are attempting to focus on service management instead of technology governance will not achieve improved efficiencies, increased customer satisfaction, and cost savings through COBIT adoption alone.
MOF Is Just Right
MOF is based on ITIL, recognizing that it reflects best practices. MOF differs from ITIL and COBIT by providing comprehensive operations guidance to help SMEs achieve mission-critical production system reliability, availability, and manageability on the Microsoft platform. For SME organizations relying primarily on the Microsoft architecture, MOF is a cost-effective path to implementing a best-practice process framework. SMEs with specific regulatory requirements should implement COBIT as an adjunct governance process.
MOF describes Service Management Functions (SMFs) in 21 categories through white papers, service management guides, assessment tools, operations kits, best practices, case studies, and support tools. MOF enhances the ITIL framework, providing detailed guidance optimized for the Microsoft technology platform.
Quadrant of Operational Activity |
Service Management Function |
|
Changing: Includes the processes and procedures required to identify, review, approve, and incorporate change into an IT environment. Addresses hardware and software assets, as well as specific process and procedural changes. |
- Change Management
- Configuration Management
- Release Management
|
|
Operating: Includes the IT operating standards, processes, and procedures that are used to deliver highly predictable execution of day-to-day tasks, both manual and automated. |
- System Administration
- Security Administration
- Directory Services Administration
- Network Administration
- Service Monitoring and Control
- Storage Management
- Job Scheduling
|
|
Supporting: Addresses processes and activities for resolving incidents, events, and requests |
- Service Desk
- Incident Management
- Problem Management
|
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Optimizing: Describes SMFs for managing (decreasing) costs while maintaining or improving service levels. |
- Service Level Management
- Financial Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Workforce Management
- Security Management
- Infrastructure Engineering
|
The focus Microsoft has placed on real-world IT operational usage benefits SMEs that are implementing a process framework in three ways:
- Allows IT service providers to support corporate governance and compliance requirements by delivering detailed IT service management metrics.
- Enables organizations to implement an end-to-end framework to manage their Microsoft infrastructure, from planning and building through to operations and support.
- Drives changes that optimize cost, performance, capacity, and availability while delivering IT services.
Bottom Line
IT organizations realigning their delivery focus to service management instead of technology should use MOF as a cost-effective, best-practices process framework. SMEs with specific regulatory requirements should implement COBIT as an adjunct governance process.
